Customer Services Representative

Job Description

Job Description

Summary

• Under general supervision, Telecommunications Attendants act as the primary point of public contact to answer, process, page and direct calls serving the faculty, staff and students.
• This includes handling the critical calls associated with the Medical Center and Hospital.
• Telecommunications Attendants report directly to the Supervisor of the Operator Services Unit and work under the daily routine direction of the shift Lead.
• Attendants work independently as well as share group responsibilities with other employees as needed.

Job responsibilities

• Provide directory listings and information; connect callers to the appropriate department, faculty or staff member, physician, patient or student; establish conference calls.
• Quote long-distance calling rates; clarify system dialing capabilities; provide general assistance in using telephone and paging systems.
• Page Medical Center doctors and staff for incoming callers; announce pages within the Medical Center; provide both general and specific doctor-patient support during off-hours using on-call rosters and other pertinent reference documents, electronic and hard copy.
• Dispatch medical emergency teams for the Medical Center in response to medical alert notifications (e.g., cardiac arrest, trauma, fire, chemical spills, disaster recovery, and police emergencies).
• Provide off-hours coverage and support for client entities.
• Utilize call center and collaboration applications and systems to ensure first call resolutions.
• Carry out various administrative tasks, including maintaining information and paging directory databases, creating internal reports, reference material and archives, performing system diagnostics, test routines or system searches, and processing internal forms.
• Participate in process and performance improvement efforts: This includes regularly acting as a mentor to co-workers in the effort to improve call handling and customer services skills, assisting with training of co-workers, and reviewing, updating, and suggesting improvements to processes and process documentation.
• Adhere to safety rules.

Requirements:

• Experience working in a customer service-oriented environment, with demonstrated ability to handle high volumes of calls, preferably in a educational or medical center setting.
• Polished telephone etiquette and manner, and ability to communicate clearly and effectively in English; reading, writing and spelling skills.
• Ability to interface effectively with high-level professionals, managers, supervisors, and other clients.
• Ability to exercise tact and diplomacy under pressure.
• Ability to operate all telecommunications equipment, with demonstrated computerized keyboard skills (corrected typing rate of 40-50 words per minute).
• Hands-on experience with MAC or DOS systems and console operations.
• Familiarity with automated paging systems.
• Ability to work in a team environment and effectively contribute as a member of a team.

Company DescriptionSelect Source International (SSI) is a distinguished staffing company with nearly 25 years of experience, renowned for delivering top-tier workforce solutions encompassing staffing, recruiting, and managed services. As a proud supplier, we bring a wealth of expertise and best-in-business differentiators to comprehensively support your diverse workforce needs.

Based in Minneapolis, Minnesota, USA, SSI has established itself as a global leader, serving a broad clientele across industries with unwavering dedication and excellence. SSI is ISO 9001, 14001, and Soc2 Type2 certified, underscoring our commitment to quality and security. We have garnered numerous sustainability and supplier diversity awards, further validating our industry-leading capabilities

Company Description

Select Source International (SSI) is a distinguished staffing company with nearly 25 years of experience, renowned for delivering top-tier workforce solutions encompassing staffing, recruiting, and managed services. As a proud supplier, we bring a wealth of expertise and best-in-business differentiators to comprehensively support your diverse workforce needs.\r\n\r\nBased in Minneapolis, Minnesota, USA, SSI has established itself as a global leader, serving a broad clientele across industries with unwavering dedication and excellence. SSI is ISO 9001, 14001, and Soc2 Type2 certified, underscoring our commitment to quality and security. We have garnered numerous sustainability and supplier diversity awards, further validating our industry-leading capabilities