Cleveland Clinic

Towne Park•Cleveland, OH

12d

About The Position

The Customer Service Advisor is an energetic, enthusiastic, disciplined problem solver with excellent communication and computer skills. The role supports a call center and requires cross-training in every function associated with the Call Center. Advisors handle inbound calls and intercom calls, answer questions, take payments, provide directions and assistance, solve problems, and process refunds. They also help with programs including the Expectant Mothers Program, LEED Program, and Group Account Program, and support access badging. Advisors are expected to understand and meet performance metrics such as talk time, wrap time, and availability time, and to calmly defuse escalations involving patients, visitors, and employees. Other duties may be assigned. Duties must be performed in accordance with PSI established standards and procedures. The position pays $15–$17 per hour. The schedule is 2:00 PM–10:30 PM, with rotating weekends and holidays. Employees are eligible to enroll in accident, critical illness, hospital indemnity, and telemedicine benefits, and in the company’s 401(k) retirement savings plan. Eligibility depends on job classification, length of employment, and hours worked; benefits are subject to change and plan terms. Seasonal and temporary roles are not eligible for the listed benefits. The work environment requires the ability to stand and sit for long periods. Employees must be able to see and hear in the normal visual and audio ranges, with or without correction. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Requirements

At least 2 years of customer service experience.
Solid verbal and written communication skills.
Proficiency in Word, Excel, PowerPoint, and Microsoft Office.
High school diploma or equivalent.
Reliable transportation to and from work.
Good organizational and problem-solving skills.
Ability to work independently and within established guidelines.
Ability to follow direction.
Ability to work effectively within a team.
Ability to stand and sit for long periods.
Ability to see and hear in the normal visual and audio ranges, with or without correction.

Nice To Haves

Customer service experience in a call center environment.

Responsibilities

Handle inbound calls and answer questions about taking payments, problem solving, refunds, directions, the Expectant Mothers Program, the LEED Program, and the Group Account Program.
Handle intercom calls and answer questions about access badging, assistance, directions, and problem solving.
Understand and meet company performance metrics, including talk time, wrap time, and availability time.
Calmly defuse escalations involving patients, visitors, and employees.
Perform additional duties as assigned and in accordance with PSI established standards and procedures.