Customer Service Representative

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