Customer Service Representative - Remote

PRN Ambulance • Cotati, CA

1d • $17 - $18 • Remote

About The Position

Under the general supervision of the Communications Manager, Communications Supervisor, and/or Communication Center Lead, the Customer Service Representative (CSR) answers and triages undirected calls coming into the Communications Center and directs them to the most appropriate resource. This is a remote position.

The likely schedule is Sunday through Tuesday and every other Wednesday, from 8:00 a.m. to 8:00 p.m. (3x12 or 4x12, rotating). The schedule may change if an internal employee changes schedules before hire. The position is non-exempt, with starting wages of $16.90–$18.47 per hour.

The CSR uses a multi-line computerized phone system, radio communication equipment, multiple computer screens and programs, and a computer-aided dispatch (CAD) program to answer, prioritize, and document requests. The role requires professional communication with callers and customers, familiarity with company service areas and medical facilities, and compliance with company and customer policies for coordinating patient referrals and transport.

The employee must pass the CSR final exam after four weeks from the first scheduled shift and obtain EMD certification within six months of starting employment. The position requires availability for all shifts, including day, swing, and night shifts, weekends, holidays, and mandatory overtime as needed, and the ability to rotate shifts based on operational needs. Pre-employment screening includes a background investigation and drug and alcohol screening.

Requirements

• High school diploma, GED, or equivalent.
• At least one year of previous multi-line telephone experience or prior EMS experience.
• Type at least 40 words per minute.
• Communicate clearly and professionally, verbally and in writing.
• Proficient computer skills, including Microsoft Office, email, and spreadsheet software.
• Accurately take incoming requests while documenting information electronically.
• Pass the Customer Service Representative final exam after four weeks from the first scheduled shift.
• Obtain EMD certification within six months of beginning employment.
• Be available to work all shifts, including day, swing, and night shifts, weekends, holidays, and mandatory overtime as needed.
• Rotate shift assignments as needed or required based on operational needs.
• Pass pre-employment screening, including a background investigation and drug and alcohol screening.
• Sit for extended periods and wear a telephone headset.
• Hear and communicate clearly in person and over the telephone.
• Have adequate vision to read printed materials and computer screens.
• Perform frequent repetitive hand movements, standing, walking, reaching, and grasping.

Nice To Haves

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

Responsibilities

• Operate a multi-line computerized phone system and radio communication equipment.
• Navigate multiple screens and software programs while documenting phone and radio communications in a computer-aided dispatch (CAD) program.
• Promptly answer, evaluate, and prioritize incoming service requests while communicating effectively with callers.
• Develop familiarity with company service areas and medical facilities.
• Provide exceptional customer service to internal and external customers.
• Comply with company and customer policies and procedures for coordinating patient referrals and transport.
• Professionally manage difficult interactions and direct the flow of conversation effectively.
• Attend mandatory meetings and training.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED