What are the responsibilities and job description for the Customer Service Call Center position at Richmond County Ambulance Service?
Job Description
Job Description
Call Receiver
Under general supervision of the Director of Communications the Call Receiver is responsible for answering and triaging all undirected calls coming into the Communication Center and directing them to the most appropriate resource. This person is the "face of the company" and must provide each caller with the highest level of customer service possible.
Essential Duties & Responsibilities :
- Demonstrate exceptional customer service skills with both internal and external customers
- Maintain a calm and professional demeanor at all times
- Answer, evaluate and prioritize incoming telephone calls while communicating effectively with all callers to obtain complete information to determine need
- Demonstrate ability to communicate clearly and professionally both verbally and in writing
- Develop a high degree of familiarity with Company service areas and medical facilities
- Maintain a high degree of familiarity and demonstrate compliance with all established Company and customer policies and procedures as they apply to coordination of patient referral and transport
- Demonstrate the ability to professionally and courteously 'control the call' in difficult interactions and effectively direct the flow of the conversation
- Demonstrate the ability to take direction, work independently and as part of a group
- Operate a computer terminal and demonstrate proficiency with the Microsoft Office Suite
- Operate multi-line computerized phone system
- Simultaneously document all phone transactions using a computer aided dispatch (CAD) program
Minimum Qualifications :
Preferred Qualifications :
Additional Requirements :
Physical Requirements :
