Customer Support Specialist

Children's of Alabama; Birmingham (AL); On-site; USD 36,000 - 48,000; Full time

Job summary

Children's of Alabama is seeking a Customer Support Specialist to join the COA Call Center and communications team on the Main Campus, McWane Building. This full-time Evening shift role provides first-tier support, handles inquiries, routes requests, creates service tickets, and escalates issues as needed, requiring calm, clear communication and the ability to work under pressure.

The position emphasizes empathetic customer service, prioritization of incidents, and knowledge of hospital policies

Qualifications

• High School Diploma or equivalent required.
• Associates degree in Computer Science is a plus.
• Experience in customer service or call center preferred.
• Familiarity with hospital communications and emergency notification is a plus.

Responsibilities

• Provide first-tier customer support for COA Call Center and communications.
• Answer inquiries, route requests to appropriate departments, and document service tickets.
• Escalate issues as needed and follow established procedures for timely service.
• Maintain professional, respectful, and customer-focused interactions, especially in stressful situations.
• Assist with emergency notification and інформаtion sharing as required.

Skills

Customer service

Communication

Call center

Emergency procedures

Spanish language basics

Education

High School Diploma or equivalent

Associates degree in Computer Science

Job description

In Communications at Main Campus McWane Building

Work schedule will be Full-time on the Evening Shift, Mon - Fri - 2:30pm - 11:00pm.

Summary

The Customer Support Specialist is responsible for supporting COA Call Center and Communication operations within the organization, providing positive customer support experience while providing first-tier communications support utilizing various methods of communication with limited supervision. This role serves as an initial point of contact for customers; assisting with inquiries, routing call requests to appropriate business areas, creating and documenting service tickets, and escalating issues when needed. This position focuses on call customer service, communications, and emergency notification support. The Customer Support Specialist follows established procedures to ensure timely and accurate service while maintaining a professional, respectful, and customer-focused environment. Strong communication, interpersonal, and teamwork skills are essential to supporting departmental objectives and delivering a positive customer experience

Other Information

• Knowledge of effective human relation and communications techniques.
• Knowledge of communication devices and equipment.
• Knowledge of general record keeping and filling systems.
• Ability to react and make decisions quickly and accurately in stressful circumstances.
• Ability to quickly sort and prioritize information regarding multiple incidents.
• Ability to remain calm and obtain, retain and analyze information from distraught callers.
• Ability to respond in a calm and effective manner.
• Ability to learn and follow Hospital and departmental policies.
• Ability to learn and follow procedures specified for emergencies such as tornadoes, fires, accidents, and numerous codes.
• Ability to learn radio operation and related communications equipment procedures.
• Ability to retain a multitude of facts.
• Ability to maintain favorable public relations.
• Ability to record relevant information correctly and completely.
• Ability to solve problems and explain work instructions to new operators.
• Ability to learn and overhead page messages in Spanish.

Credentials With Equivalent Qualifications

Education with Equivalent Qualifications:

Essential

• High School Diploma Graduate or Equivalent

Nonessential

• Associates Degree in Computer Science

Experience With Equivalent Qualifications

Schedule: Mon - Fri - 2:30pm - 11:00pm, Evening Shift, 8-Hour Shifts