Customer Service Representative - Remote

Job Summary:
Under the general supervision of the Communications Manager, Communications Supervisor, and/or Communication Center Lead, the Customer Service Representative (CSR) is responsible for answering and triaging all undirected calls coming into the Communications Center and directing them to the most appropriate resource.
This is a remote position.
Schedule: The likely schedule will be Sunday through Tuesday and every other Wednesday, 8:00 am to 8:00 pm (3x12 or 4x12, rotating). This may change if an internal employee changes schedule prior to hire.
Compensation:
Customer Service Representative wages start at $16.90-$18.47/hr. This is a non-exempt position.
Essential Duties & Responsibilities:

Able to operate a multi-line, computerized phone system as well as radio communication equipment

Able to navigate multiple screens and software/computer programs while simultaneously documenting all phone and radio communication using a computer aided dispatch (CAD) program

Promptly answer, evaluate, and prioritize incoming requests for service while communicating effectively with all callers

Develop a high degree of familiarity with Company service areas and medical facilities

Demonstrate exceptional customer service skills with both internal and external customers

Comply with all Company and customer policies and procedures as they pertain to the coordination of patient referral and transport

Demonstrate the ability to professionally manage difficult interactions and effectively direct the flow of conversation

Attend all mandatory meetings and trainings

Perform all other duties as assigned

Minimum Requirements:

High School Diploma, GED, or equivalent

Minimum of one (1) year of previous multi-line telephone experience or prior EMS experience

Ability to type a minimum of forty (40+) words per minute

Demonstrate ability to communicate clearly and professionally both verbally and in writing

Proficient computer skills including Microsoft Office, email, and spreadsheet software programs

Ability to accurately take incoming request while simultaneously documenting the information electronically

Preferred Qualifications:

Previous work experience as an EMS Dispatcher or Communications Technician

Emergency Medical Technician (EMT) certification

Additional Requirements:

Must be able to successfully pass the final exam for a Customer Service Representative after four (4) weeks from the first scheduled shift

Must be able to successfully obtain EMD certification within six (6) months of beginning employment

Must be available to work all shifts, including but not limited to, day/swing/night, weekends, holidays, and mandatory overtime as needed and perform role efficiently and consistently during shifts

Able to rotate shift assignments as needed and/or required based on operational need

Must be able to successfully pass pre-employment screening upon acceptance of an offer, which includes a background investigation and pre-employment drug and alcohol screening

Physical Requirements:

Must be able to sit for an extended period of time

Must be able to wear a telephone headset

Must be able to hear and communicate clearly to perform job duties in person and over the telephone

Adequate vision required to be able to read information from printed sources and computer screens

Requires frequent repetitive hand movements, standing, walking, reaching, and grasping

Originally posted on Himalayas