Customer Service Call Center

Richmond County Ambulance Service•New York, NY

102d

About The Position

Under general supervision of the Director of Communications the Call Receiver is responsible for answering and triaging all undirected calls coming into the Communication Center and directing them to the most appropriate resource. This person is the "face of the company" and must provide each caller with the highest level of customer service possible.

Requirements

Demonstrated background in successful customer service experience
High school diploma or equivalent
Ability to accurately take incoming requests while simultaneously documenting the information electronically
Must be able to sit for an extended period of time and wear a telephone headset
Ability to type a minimum of forty (40) words per minute
Must be able to successfully pass a background investigation and pre-employment medical examination, which includes drug and alcohol screening
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 sit for an extended period of time
Requires frequent repetitive hand movements, standing, walking, reaching and grasping
Must be able to hear and communicate clearly in English 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

Nice To Haves

Minimum of one year of multi-line telephone experience
Previous work experience as a Communications Technician or EMS dispatcher

Responsibilities

Demonstrate exceptional customer service skills with both internal and external customers
Maintain a calm and professional demeanor at all times
Answer, evaluate and prioritize incoming telephone calls while communicating effectively with all callers to obtain complete information to determine need
Demonstrate ability to communicate clearly and professionally both verbally and in writing
Develop a high degree of familiarity with Company service areas and medical facilities
Maintain a high degree of familiarity and demonstrate compliance with all established Company and customer policies and procedures as they apply to coordination of patient referral and transport
Demonstrate the ability to professionally and courteously 'control the call' in difficult interactions and effectively direct the flow of the conversation
Demonstrate the ability to take direction, work independently and as part of a group
Operate a computer terminal and demonstrate proficiency with the Microsoft Office Suite
Operate multi-line computerized phone system
Simultaneously document all phone transactions using a computer aided dispatch (CAD) program