Customer Service Representative
3 weeks ago
Job Summary:
This role supports the communication needs of the Medical Center staff, physicians, and patients by directing telephone traffic to their appropriate locations in an efficient and courteous manner. The successful candidate will also provide paging services for announcements, emergent conditions, physicians, and personnel contacts.
Key Responsibilities:
- Provide efficient and timely call handling
- Maintain a 95% average in answer time
- Maintain a 95% average in being in the ON position on the switchboard
- Handle customer requests and manage call time effectively
- Direct calls to the appropriate destination
- Determine caller needs and refer to the appropriate party when operational problems occur
- Verify caller identity and provide accurate information
- Follow call guidelines and scripts
Customer Interaction and Relationship:
- Listen to and empathize with customers
- Gather information to determine customer needs
- Apply problem-solving skills and resolve inquiries effectively
- Communicate information about the resolution of the inquiry to the customer clearly and completely
Security and Emergency Response:
- Respond to stats, disasters, and codes following policies and procedures
- Monitor and respond to access controls, panic alarms, fire computer and alarms, intercoms, and CCTV monitors
- Acknowledge incoming Security calls or alarms and dispatch Security Officers to the appropriate locations
Requirements:
- 1-3 years of experience in customer service or a related field
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Knowledge of Microsoft Office and computer systems
- Ability to maintain confidentiality and handle sensitive information
Carle Health is an Equal Opportunity Employer:
We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
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