Customer Service Representative - Remote

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Job Details<br><br><strong>Description<br><br></strong><strong>Job Summary:<br><br></strong>Under the 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.<br><br>This is a <strong>remote</strong> position.<br><br><strong>Schedule: </strong>The likely schedule will be Sunday through Tuesday and every other Wednesday, 8:00 am to 8:00 pm (3x12 or 4x12, rotating). This may change if an internal employee changes schedule prior to hire.<br><br><strong>Compensation<br><br></strong>Customer Service Representative wages start at $16.90-$18.47/hr. This is a non-exempt position.<br><br><strong>Essential Duties & Responsibilities<br><br></strong><ul><li>Able to operate a multi-line, computerized phone system as well as radio communication equipment</li><li>Able to navigate multiple screens and software/computer programs while simultaneously documenting all phone and radio communication using a computer aided dispatch (CAD) program</li><li>Promptly answer, evaluate, and prioritize incoming requests for service while communicating effectively with all callers</li><li>Develop a high degree of familiarity with Company service areas and medical facilities</li><li>Demonstrate exceptional customer service skills with both internal and external customers</li><li>Comply with all Company and customer policies and procedures as they pertain to the coordination of patient referral and transport</li><li>Demonstrate the ability to professionally manage difficult interactions and effectively direct the flow of conversation</li><li>Attend all mandatory meetings and trainings</li><li>Perform all other duties as assigned<br><br></li></ul><strong>Minimum Requirements<br><br></strong><ul><li>High School Diploma, GED, or equivalent</li><li>Minimum of one (1) year of previous multi-line telephone experience or prior EMS experience</li><li>Ability to type a minimum of forty (40+) words per minute</li><li>Demonstrate ability to communicate clearly and professionally both verbally and in writing</li><li>Proficient computer skills including Microsoft Office, email, and spreadsheet software programs</li><li>Ability to accurately take incoming request while simultaneously documenting the information electronically<br><br></li></ul><strong>Preferred Qualifications<br><br></strong><ul><li>Previous work experience as an EMS Dispatcher or Communications Technician</li><li>Emergency Medical Technician (EMT) certification<br><br></li></ul><strong>Additional Requirements<br><br></strong><ul><li>Must be able to successfully pass the final exam for a Customer Service Representative after four (4) weeks from the first scheduled shift</li><li>Must be able to successfully obtain EMD certification within six (6) months of beginning employment</li><li>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</li><li>Able to rotate shift assignments as needed and/or required based on operational need</li><li>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 <br><br></li></ul><strong>Physical Requirements<br><br></strong><ul><li>Must be able to sit for an extended period of time</li><li>Must be able to wear a telephone headset</li><li>Must be able to hear and communicate clearly to perform job duties in person and over the telephone</li><li>Adequate vision required to be able to read information from printed sources and computer screens</li><li>Requires frequent repetitive hand movements, standing, walking, reaching, and grasping</li></ul>

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