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Customer Service Representative

2 months ago

Bethesda, Maryland, United States cFocus Software Incorporated Full time
Job Overview

cFocus Software Incorporated is in search of multiple Customer Service Representatives:

Position Summary

cFocus Software Inc. is looking for dedicated Customer Service Agents to assist with the National Institutes of Health (NIH) Call Center Services (CCS) program, part of the NIH Center for Information Technology (CIT). The NIH Call Center serves as a crucial communication hub for NIH, operating around the clock, every day of the year, staffed by a committed team providing voice and data communication, TTY services, and bilingual support. We are currently looking for candidates for various shifts, including weekdays and weekends.

Call Center personnel are classified as 'essential staff' by the Department of Health and Human Services (DHHS). Therefore, customer service agents must have a reliable plan to ensure they can reach the designated office location during all scheduled shifts, regardless of weather emergencies such as blizzards, hurricanes, road closures, or public transit disruptions.

Key Responsibilities

The NIH Call Center functions as a central point of contact for all institutes within the NIH research community, including NIH personnel, patients, global health organizations, and healthcare professionals.

The NIH Call Center manages and processes over 300,000 calls annually, alongside other forms of voice and data communication, encompassing the following service categories: general inquiries, critical medical emergencies, paging services, physician and clinical staff scheduling, coordination with NIH fire and rescue, domestic and international connectivity, social work support, voicemail transcriptions, and audio teleconferencing.

Essential Duties Include:

  • Deliver internal or external customer service and relationship management via telephone, acting as the primary support for hospital staff.
  • Address incoming inquiries through telephone and email, assisting callers with problem resolution and initiating follow-up as needed.
  • Document all inquiry activities accurately in the designated system.
  • Ensure that urgent calls are managed promptly and appropriately, adhering to all operational protocols, including medical emergencies.
  • Facilitate communication with Fire and Rescue to meet the needs of the NIH community and surrounding areas.
  • Oversee paging services, which include a variety of announcements from critical care to routine notifications.
  • Maintain a thorough understanding of policies, procedures, services, and systems to provide the highest level of customer service.
  • Uphold confidentiality in accordance with cFocus Software Inc., state, and federal regulations.
  • Represent cFocus Software Inc., the National Institutes of Health, and the Federal Government in a professional and positive manner at all times.
  • Escalate calls to the Supervisor or Technical Support staff as outlined in internal procedures.
  • Communicate clearly and effectively with users to ensure understanding of necessary steps to resolve issues.
  • Foster a positive and enthusiastic attitude in a collaborative environment that values teamwork, efficiency, cross-training, and continuous improvement.
  • Actively engage in all team meetings, training sessions, and events.

Qualifications and Skills

Required:

  • High school diploma or GED.
  • A minimum of 2 years of customer service experience or equivalent.
  • Proficiency in MS Office and similar applications.
  • Familiarity with the Internet and various web browsers.
  • Exceptional customer service skills in both written and verbal communication.
  • Ability to accurately and efficiently process information and tasks.
  • Capability to thrive in a fast-paced, deadline-driven work environment.
  • Ability to work under performance metrics.

Preferred:

  • Associate's degree or higher.
  • Experience in a no-fail call center environment.
  • Background in a healthcare service setting.
  • Experience in Call Center Management is advantageous.
  • Bilingual skills are a plus.

Contingencies: Acceptance of satisfactory background investigation results, which may include criminal/credit checks, drug screening, employment/degree verification, and reference checks. Successful completion of on-site training is required.