Call Center Specialist

Job Description

Under the direct supervision of the Facilities Supervisor, and/or appointed shift commander, dispatches Facilities Personnel to emergency and non-emergency calls for service. Answers incoming phone calls and operates a computer dispatch system, monitors Enterprise Asset Management System (EAMS), and inputs incident reports into the computer system as needed.

Locations

Stanford Health Care

What you will do

Answers all telephone calls promptly and courteously. Triages calls rapidly, prioritizes and dispatches calls in appropriate order and importance. Screen incoming communications to prioritize emergency/non-emergency calls and situations and to ensure sufficient emergency services are dispatched

Closely monitors radio traffic during any situation presenting potential danger to the life or safety of personnel and dispatches additional personnel as needed.

Maintains current status of personnel in the field. Maintains radio contact with facility personnel and enforces proper radio control and courtesy. Maintain an accurate status and availability of emergency response personnel to assure prompt and accurate response

Monitors Enterprise Asset Management System (EAMS) system to dispatch personnel as appropriate. Obtain relevant emergency information (e.g., location, request type, nature of complaint, etc.)

Questions emergency callers to elicit complete and accurate information necessary for emergency response. Enters all appropriate information into the Enterprise Asset Management System (EAMS) system. Maintains accurate work orders and log notes.

Must display a thorough work process ensuring that each and every step in a critical process is completed.

Determines the department to respond (e.g., facilities or security)

Use an automated software program (e.g., Microsoft Word, Excel) to prepare daily/weekly reports

Brief on-coming personnel of new or old information relevant to the shift

Review workflow processing to ensure all emergency/non-emergency operations are executed in a professional and timely manner

Liaison with line supervisors (i.e., Facilities Supervisor, appointed shift commander, facility responders, security responders, or other entities)

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

Education Qualifications

High School Diploma or GED equivalent.

Experience Qualifications

Four (4) to six (6) years of progressively responsible and directly related work experience.

Required Knowledge, Skills and Abilities

Ability to adapt to and deal with change and ambiguity

Ability to generate ideas, consult with departments, and coordinate administrative solutions to alleviate security problems

Ability to observe and recall names, places and incidents, read and understand laws, ordinances, departmental rules and policies

Ability to plan, organize, prioritize, work independently and meet deadlines

Ability to relate to others in a calm, tactful and courteous manner

Ability to solve problems and identify solutions

Ability to speak and write effectively at a level appropriate for the job

Ability to work in a fast-paced work environment

Ability to work well with individuals at all levels of the organization

Ability to execute caller interrogation to determine the problem and nature of the call

Ability to relay and accurately document essential situational information to the responders

Ability to apply procedures subject to guides, regulations, and policies to the range of emergency calls in order to successfully accomplish the work

Ability to monitor and maintain Enterprise Asset Management System (EAMS)

Ability to identity system abnormalities within the Enterprise Asset Management System (EAMS)

Knowledge of computer systems and software used in functional area

Knowledge of local, state and federal regulatory requirements related to areas of 23functional responsibility