What are the responsibilities and job description for the Customer Service Representative position at PRN Ambulance?

Job Summary :

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.

Compensation :

Customer Service Representative wages start at $16.04 / hr.

Essential Duties & 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

Minimum 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

Preferred Qualifications :

Previous work experience as an EMS Dispatcher or Communications Technician

Emergency Medical Technician (EMT) certification

Additional Requirements :

Must be able to successfully pass the final exam for a Customer Service Representative after four (4) weeks from the first scheduled shift

Must be able to successfully obtain EMD certification within six (6) months of beginning employment

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 successfully pass pre-employment screening upon acceptance of an offer, which includes a background investigation and pre-employment drug and alcohol screening

Physical Requirements :

Must be able to sit for an extended period of time

Must be able to wear a telephone headset

Must be able to hear and communicate clearly 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

Requires frequent repetitive hand movements, standing, walking, reaching, and grasping

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Salary : $16

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