Call Center Representative

Job Description

Job Description

Description:

· Must operate (cell phones, UAB paging, Access 3000, ASCOM phone) and/or monitor electronic telephone attendant console, a personal computer (PC), radio paging system, two-way radio, public address system, and other associated equipment. Have the ability to handle: emergency calls, medical emergencies, fire procedures, control groups, bomb threats, knowledge of the security alarms, disaster plans and other urgent matters as they arise.

· The operator must work independently, carrying out recurring duties following established policies and procedures.

· The operator must have the ability to problem solve and make decisions in emergency situations.

· Operators must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions and adapt to changing work condition.

· Telephone operator must be able to speak and understand English as a primary language with a high level of comprehension.

· Operators must have excellent customer service skills.

· Be able to assume the responsibility for placing a variety of special long-distance calls (e.g. conference calls, appointment calls) over varied circuits or routings, or performing information operator work.

· The Candidate shall ensure that the switchboard is manned 24 hours per day, seven days per week, including holidays.

· The Candidate shall provide general and patient information to direct person-to-person contacts

· The Candidate shall handle emergency calls, such as cardiac arrests, telephone or telephone system failure, fire alarms, control panel alarms, bomb threats, disasters, etc., by contacting the appropriate VA personnel and/or telephone technician

· The Candidate shall receive all incoming telephone calls and refer them to the requested party or to the most appropriate extension number.

· The Candidate shall respond to telephone and/or Internet inquiries from customers seeking information and/or resources following a set standard.

· The Candidate shall respond to all operator assisted calls within 30 seconds and initiate appropriate action(s) upon request from the caller.

· The Candidate shall collect relevant caller data to assist with measurement, tracking and reporting activities.

· The Candidate shall track inquires, questions and answers and provide resolution.

· The Candidate must be familiar with the Communications Departmental Policies & Procedures, Including Hospital Policies & Procedures For Emergencies, Disasters, and other similar situations.

· The Candidate must be able to Speak Clearly and in a Proper Tone So As To Be understood in all capacities.

· The Candidate shall maintain and update Various On-Call Schedules.

· The Candidate shall operate monitor and responds to fire and smoke alarms.

· The Candidate shall provide directory information for both internal and external caller through computer system

· The Candidate should have ability to handle busy switchboard and emergency situations.

· The Candidate should provide best customer service at all times while using good discretion and judgment.

· The Candidate shall perform Other Duties as Assigned or Directed to Ensure Smooth Operation of the Department.

MINIMUM REQUIRED SKILLS/EXPERIENCE:

· The Candidate must have 1 -2 years of experience as a Telephone Operator.

· The Candidate must be able to assume the responsibility for placing a variety of special long-distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization.

· The Candidate must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions and adapt to changing work conditions.