Customer Service Representative - EMS Experience

ProTransport-1•Cotati, CA

6d•Remote

About The Position

Under 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 opportunity. Qualified individuals will need to be successful working in a remote setting. A designated work area is required.

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

Nice To Haves

Previous work experience as an EMS Dispatcher or Communications Technician
Emergency Medical Technician (EMT) certification

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