Customer Service Center Spec II

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At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy that's built on a foundation of trust, dignity, respect, responsibility and clinical excellence.

Summary: Responsible for both administrative and system marketing support, serves as the initial point of contact for all BayCare Health System marketing activities, physician referral efforts, and social media. In addition to the responsibilities of a Customer Service Specialist I, this position will handle the daily customer service management of a variety of social media sites (Twitter, Facebook, etc.) for multiple brands and is responsible for responding to customer complaints through these channels as well as all others (i.e., phone, live chat, SMS texting, and email).

Minimum Qualifications:

Other information: Required specific skills include: experience working with and managing social media platforms (Facebook, Twitter, Instagram, Yelp, etc.), critical thinking skills, active listening/verbal and written communication skills; ability to multi-task between systems while communicating with the customer and documenting the account within the appropriate database; MS Office (Word, Outlook, Excel); ability to handle escalated concerns to resolve issues with professionalism and patience; ability to grasp operational concepts/objectives and follow routing procedures using appropriate judgment; able to type 40-45 WPM <2 errors. Required specific skills also includes the ability to work with all social media platforms. Preferred specific skills include: experience using Hootsuite or other social media monitoring tools a plus, knowledge of health care and/or managed care industry. Preferred education includes Bachelors in Social Media. Education: Essential:

• Education Information in Comments

Education equivalent experience: Essential:

• Required - Associates - Related Field; Preferred - Bachelors - Marketing; Or - Bachelors - Reference summary for details; Or - Bachelors - Communications; Or - Bachelors - Related Field

Experience: Essential:

• Call Center
• Customer Service

Nonessential:

• Healthcare
• Marketing
• Public Relations
• Social Media

Facility:

BayCare Health System, Customer Service-BCHS

Location: BayCare System Office West

Status: Full Time, Exempt: No

Shift Hours: 8a-5p

Shift: Shift 1

Shift 1 = Days, 2 = Evenings, 3 = Nights, 4 = Varies

Weekend Work: Occasional

On Call: No

How often will this team member be working remotely? Always

Equal Opportunity Employer Veterans/Disabled