Customer Service Associate

Job Title

Serves as the critical point of contact for public and internal customers. Properly greets and records requests. Acts as the link between customers and hospital departments for problem resolution. Efficiently performs duties related to directory assistance, documentation, and dispatch of work requests using hospital-designated software.

Essential Functions of the Role

• Utilizes telephony and software systems to identify and greet callers. Records requests and assigns work requests for all services helped by the CSC.
• Effectively handles and resolves challenging customer situations through appropriate communication methods. Promptly identifies and escalates challenging situations to appropriate leadership.
• Responds calmly and performs effectively during emergent and/or stressful situations.
• Monitors and responds to web and email requests in an efficient manner.
• Ability to evaluate and prioritize emergency calls. Successfully passes proficiency checklists for dispatch of all urgent requests.
• Performs all position-appropriate duties in a competent, professional, and courteous manner.
• Demonstrating commitment to customer service and working well in a team are basic requirements.
• Expectations describe "essential" functions only. Management can reassign duties and responsibilities to this position at any time.

Key Success Factors

• Excellent phone and customer service skills.
• Ability to read and write in the English language.
• Proficiency with the Microsoft Office Suite of software.
• Ability to comprehend instructions, correspondence, memos and other forms of verbal and written communications.
• Ability to be successful in a stressful, fast-paced environment, handling difficult situations and conflict resolution when necessary.
• Previous call center or contact center experience preferred.
• Must be able to work assigned shifts and demonstrate flexibility based on business needs.

Qualifications

• Education - H.S. Diploma/GED Equivalent
• Experience - Less than 1 Year of Experience