Call Center Rep Inbound Assoc

Call Center Representative Associate

The Clinical Engineering Department at Michigan Medicine is seeking a customer-focused Call Center Representative Associate for a temporary position.

In this role, you will provide communication and customer support services in a call center environment while maintaining the highest standards of customer service. You will facilitate internal and external communication between Clinical Engineering and departments requesting repair services for Michigan Medicine medical equipment.

Responsibilities

• Respond to individuals seeking assistance with medical equipment and provide accurate information, service, and support.
• Answer calls received through the Clinical Engineering Call Center.
• Enter, assign, and dispatch work orders using the department's computerized maintenance management system.
• Communicate and collaborate with internal and external customers to ensure an integrated approach to service.
• Use professional telephone techniques, customer service etiquette, and service-recovery skills to address the individual needs of Michigan Medicine customers.
• Serve proactively as a liaison between customers and the Clinical Engineering Department to support timely responses and customer satisfaction.
• Collect and document accurate and complete information for all customer interactions.
• Perform administrative and office duties related to the work-order process.
• Use the paging system to contact appropriate staff as needed.
• Manage and complete multiple tasks independently.
• Identify and track recurring operational concerns and participate in resolving them.
• Follow all applicable University and departmental policies and procedures.
• Maintain the security and confidentiality of databases, personnel information, and other sensitive records.
• Perform other related duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• At least two years of customer service experience.
• Demonstrated written and verbal communication skills.
• Ability to use a computer system to enter and manage work orders in a computerized maintenance management system (CMMS).
• Excellent attendance and dependability.
• Commitment to teamwork, including adaptability, flexibility, and a willingness to share information and resources.
• Ability to work independently in a changing and potentially stressful environment.
• Demonstrated initiative and ability to prioritize work, follow direction, and manage multiple responsibilities.
• Strong organizational skills.

Desired Qualifications

• One to two years of call center experience.
• Familiarity with medical terminology.
• Experience working in a healthcare environment.
• Bachelor's degree and at least one year of relevant experience.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Work Locations

This is a temporary position with a variable schedule based on departmental workload and operational needs. Hours are not guaranteed and will be assigned as needed.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.