Call Center Representative

Job Title

POSITION OVERVIEW

The candidate shall receive all incoming telephone calls and refer them to the requested party or to the most appropriate extension number.

The candidate shall respond to telephone and/or Internet inquiries from customers seeking information and/or resources following a set standard.

The candidate shall collect relevant caller data to assist with measurement, tracking and reporting activities.

The candidate shall track inquiries, questions and answers and provide resolution.

The candidate must be familiar with the Communications Departmental Policies & Procedures, including hospital policies & procedures for emergencies, disasters, and other similar situations.

The candidate must be able to speak clearly and in a proper tone so as to be understood in all capacities.

The candidate shall maintain and update various on-call schedules.

The candidate shall operate, monitor and respond to fire and smoke alarms.

The candidate shall provide directory information for both internal and external callers through the computer system.

The candidate should have the ability to handle busy switchboard and emergency situations.

The candidate should provide best customer service at all times while using good discretion and judgment.

The candidate shall perform other duties as assigned or directed to ensure smooth operation of the department.

REQUIREMENTS

CITIZENSHIP REQUIREMENT: US Citizenship

EDUCATION AND QUALIFICATIONS:

The candidate should possess an associate degree or equivalent.

MINIMUM REQUIRED SKILLS/EXPERIENCE:

The candidate must have 1-2 years of experience as a telephone operator.

The candidate must be able to assume the responsibility for placing a variety of special long distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization.

The candidate must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions and adapt to changing work conditions.