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Job Title Customer Service Representative
Location Remote
Department Dispatch
FLSA Status Non-Exempt
Reports to Sr. Director of Communications
Shifts hiring Full-time

POSITION:                 Customer Service Representative

REPORTS TO:           ComCenter Supervisor

FLSA STATUS:         Non-Exempt

TYPE:                         Regular full-time


Job Summary:

Under general supervision of the Communications Manager, and/or ComCenter Lead, the CSR is responsible for answering and triaging all undirected calls coming into the Communications Center and directing them to the most appropriate resource. This person is the “face of the company” and must provide each caller with the highest level of customer service possible.

Essential Duties & Responsibilities:

  • Demonstrate exceptional customer service skills with both internal and external customers
  • Maintain a calm and professional demeanor at all times
  • Answer, evaluate and prioritize incoming telephone calls while communicating effectively with all callers to obtain complete information to determine need
  • Demonstrate ability to communicate clearly and professionally both verbally and in writing
  • Develop a high degree of familiarity with Company service areas and medical facilities
  • Maintain a high degree of familiarity and demonstrate compliance with all established Company and customer policies and procedures as they apply to coordination of patient referral and transport
  • Demonstrate the ability to professionally and courteously ‘control the call’ in difficult interactions and effectively direct the flow of the conversation
  • Demonstrate the ability to take direction, work independently and as part of a group
  • Operate a computer terminal and demonstrate proficiency with the Microsoft Office Suite
  • Operate multi-line computerized phone system
  • Simultaneously document all phone transactions using a computer aided dispatch (CAD) program


Minimum Qualifications:

  • Demonstrated background in successful customer service experience
  • High school diploma or equivalent
  • Ability to accurately take incoming requests while simultaneously documenting the information electronically
  • Must be able to sit for an extended period of time and wear a telephone headset
  • Ability to type a minimum of forty (40) words per minute




Preferred Qualifications:

  • Minimum of one year of multi-line telephone experience
  • Previous work experience as a Communications Technician or EMS dispatcher


Additional Requirements:

  • Must be able to successfully pass a background investigation and pre-employment medical examination, which includes drug and alcohol screening
  • Must be available to work all shifts, including but not limited to day/swing/night, weekends, holidays and mandatory overtime as needed and perform role efficiently and consistently during shifts
  • Able to rotate shift assignments as needed and/or required based on operational need



Physical Requirements:

  • Must be able to sit for an extended period of time
  • Requires frequent repetitive hand movements, standing, walking, reaching and grasping
  • Must be able to hear and communicate clearly to perform job duties in person and over the telephone
  • Adequate vision required to be able to read information from printed sources and computer screens


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