What are the responsibilities and job description for the Customer Relations Rep position at TOUCHETTE?

Job Description

The Customer Relations Representative performs duties primarily as an operator for both hospitals on a daily basis. Monitors alarms and makes public announcement for emergencies. Assists with customers,

visitors and venders when requested. This job is located at the hospitals front lobby area.

Functions and Duties :

Answer and direct all incoming / outgoing calls.
Answer the Emergency Hotline Phone.
Utilize the public address (P.A.) to make emergency and non-emergency announcements.
Monitor and notify hospital for all weather (first alert) radio activations (code grey - severe weather).
Deter unauthorized entry to switchboard area (authorized personnel only).
Document requested long distance calls (tracking / trending) from employees.
Maintain a proficiency knowledge and understanding of all emergency codes and procedures.
Operates both hospitals mailroom from one location on a constant basis per day.
Answer assigned office telephone in a professional and prompt manner while at work.
Utilize the public address (P.A.) to make emergency and non-emergency announcements, when
relieving the operators for breaks / lunches.
Deter unauthorized entry to area (authorized personnel only) while at assigned work.
Document all long distance calls requested by employees while as an operator.
Greet customers / visitors in a polite, courteous manner while on duty.
Assist customers / visitors with directions whenever requested.
Maintain a proficiency knowledge and understanding of all emergency codes and procedures.
Report any work related deficiencies to Manager without delays.
Adhere to the hospitals goals, policies and standards.
Participates in performance improvement activities within the department.
Attends all department meetings.
Understand and adhere to all hospitals policies and standards.
Completes all other duties / tasks as assigned.
Will share opportunities to teach, motivate and uplift others.
Performs all other duties as assigned.

Minimum Qualifications :

Education

High School diploma required.

Experience

2 years’ experience as a receptionist, call center, or switchboard operator is preferred.

1 years’ experience in Customer Service preferred.

1 years’ experience in Microsoft Word / Excel preferred.

1 years’ experience in alarm monitoring preferred.

Certifications, Licenses, and Registrations

None.

Skills and Abilities

Active Listening - Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Active Learning - Understands the implications of new information for both current and future problem-solving and decision-making.

Physical Demands :

Ability to place and receive a large rate of calls

Ability to communicate face to face

Ability to monitor alarms while using a phone

Ability to work during hospital related emergency situations.

Must be able to sit and / or stand for prolonged periods of time.

Must be able to wear personal protective equipment (PPE) (mask, gown, gloves) when required.

Must be able to use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs ; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.

Must occasionally lift and / or move up to 25 pounds. May be required with assistance to push someone in a wheelchair.

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