Customer Service Representative

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Position: Customer Service Rep I

Location: Temple, TX 76508

Client: Leading Client

Duration: Min 6 months Contract (Contract to Hire)

Shift-

Candidate will go through 3 to 6 months for training.

Training Time – M-F 3:00 PM to 11:00 PM

1st shift details:                                        

2 weekdays – 8 hours shift.

Time: 6:30 AM to 3:00 PM.

2 weekend shifts (Saturday-Sunday) 12 hours shift.

Time: 6:00 AM to 6:30 PM.

JOB SUMMARY:

Serves as the critical point of contact for both public and internal (employee, patient, visitor) customers: properly greeting and recording requests. Serves as the link between customers and various hospital departments for problem resolution. Efficiently performs all duties related to directory assistance and documentation and dispatch of work requests utilizing the hospital – designated software(s).

WHAT IS EXPECTED (ESSENTIAL FUNCTIONS):

Utilizes telephony and software systems to accurately identify and greet callers, record requests, document and properly assign work requests for all services supported by the CSC.

Effectively handles and resolves challenging customer situations through appropriate communication methods. Promptly identifies and escalates challenging situations to appropriate leadership.

Responds calm and performs effectively during emergent and/or stressful situations. Monitors and responds to web and email requests in an efficient manner.

Ability to evaluate and prioritize emergency calls. Successfully passes competency checklists for dispatch of all urgent requests.

Performs all position-appropriate duties in a competent, professional and courteous manner.

Demonstrates commitment to customer service – and ability to work positively and productively as part of a team environment – are basic requirements.

Expectations listed are intended to describe “essential” functions only and management retains the right to reassign duties and responsibilities to this position at any time.

KNOWLEDGE, SKILLS AND ABILITIES:

Excellent phone and customer service skills.

Ability to read and write in the English language. Proficiency with the Microsoft Office Suite of software.

Ability to comprehend instructions, correspondence, memos and other forms of verbal and written communications.

Ability to be successful in a stressful, fast-paced environment, handling difficult situations and conflict resolution when necessary.

The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time.

The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Baylor Scott & White Health.

Job Requirements:

MINIMUM REQUIREMENTS ADDENDUM:

One year customer service experience preferred.

Knowledge of and experience using call center and dispatch software systems preferred.

Minimum Requirements:

Education:      H.S. Diploma/GED Equivalent

Working Conditions:

Physical Requirements:

Standing or sitting in the same location; may require to stoop, climb or lift light material (?10 lbs.) or equipment.

Examples: programmers, receptionists, medical technologists, dishwashers and security guards.

Environment:

Located in an indoor area with frequent exposure to mild physical discomfort from dust, fumes, temperature, and noise.

Examples: patient cares providers and laboratory technicians.