Call Center Engineer Jobs in Texas (NOW HIRING)

DHR Health - US:TX:Edinburg - Days
Summary:
MISSION STATEMENT:
Our Mission is to improve the well-being of those we serve with a commitment to excellence: every patient, every encounter, every time.
VISION:
Our Vision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care and excellence.
POSITION SUMMARY:
The Call Center Representative (CCR) triages all incoming calls to the Facilities call center. The CCR is responsible for answering voicemails, emails, and incoming tickets. The CCR must evaluate and administer service requests. The CCR provides support services, including, but not limited to handling inbound calls, documenting service requests, creating work orders, initiating action items, typing/word processing, proofreading, preparing reports, maintaining files and conducting special projects as assigned.
POSITION EDUCATION/ QUALIFICATIONS:
• High School Diploma/GED required
• Hospital experience is preferred
• Call center experience
• Organizational skills are necessary
JOB KNOWLEDGE/EXPERIENCE:

• Excellent verbal, interpersonal and written communication skill. Comfortable communicating via phone, email and instant messaging with peers, management, physicians, and vendors.
• Able to respond to requests in a timely manner.
• Requires good communication and organizational skills.
• Requires reasoning ability and good independent judgment.
• Requires working with frequent interruptions.
• Must engage phone calls in a professional manner.
• Working knowledge of personal computer and Microsoft Office.

Responsibilities:
POSITION RESPONSIBILITES:

• Must possess good customer service skills and maintain a high level of professionalism while communicating via phone, email and instant messaging with peers, management, physicians, and vendors.
• Must possess good written and oral communications skills and the ability to deal effectively with people in a wide variety of situations.
• Assigns and escalates tickets to appropriate team member.
• Provide accurate and detailed documentation of problem, analysis and resolution actions performed.
• Follow up with point of contact to complete and close of incidents and requests in a timely matter.
• Work with others in Facilities to coordinate various department functions so that solutions and knowledge are shared easily and promptly.
• Provide communications with management and staff members concerning relevant information regarding, projects, maintenance, support, or other initiatives.
• Evaluate, recommend and assist with quotes for equipment, repairs, and supplies related to requests. Creates ticket to escalate to appropriate team for purchase order processing.
• Elevates complex and/or high priority problems to the appropriate technicians/staff for resolution.
• Ability to research solutions or information regarding engineering and facilities issues.
• Other duties as assigned.

LINES OF REPSONSIBILITES:
(Chain-of-command)
1. Supervisor
Other information:
CUSTOMER SERVICE:
Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.
AGE SPECIFIC:
Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirement relative to his or her age.
AMERICANS WITH DISABILITIES ACT: (ADA):
A. Essential Duties: Indicated by bold print within performance standards, preceding individual numbered criteria.
The following table provides physical requirements that will be associated with, but not limited to, this position:
Light/moderate lifting up to 20 lbs, from the floor to shoulder height.
Yes
Kneeling
Yes
Must be able to assist other employees with lifting more than 20 lbs.
Yes
Walking
Yes
Light/moderate carrying up to 20 lbs.
Yes
Standing/Squatting
Yes
Straight pulling
Yes
Sitting
Yes
Pulling hand over hand
Yes
Pushing
Yes
Repeated bending
Yes
Stooping/Bending
Yes
Reaching above shoulder
Yes
Climbing Stairs
Yes
Simple grasping
Yes
Climbing Ladders
No
Dual simultaneous grasping
Yes
Depth Perceptions needed
Yes
Ability to see
Yes
Identify Colors
Yes
Operating office equipment
Yes
Twisting
Yes
Operating mechanical equipment
Yes
Crawling
No
Ability to read and write
Yes
Ability to Count
Yes
Ability to hear verbal communication without aid
Yes
Operating Personal Vehicle
Yes
Ability to comprehend written/verbal communication
Yes
Other: Ability to deal with stress
Yes
OSHA Category
III
B. Working Conditions: The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.
C. Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.
D. Aptitudes: HIGH 1 2 3 4 5 6 LOW
Intelligence: General learning ability: The ability to "catch on" or understand instructions and underlying principles. Ability to reason and make judgments. 3
Verbal: Ability to understand meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly. 3
Numerical: Ability to perform arithmetic operations quickly and accurately. 2
Spatial: Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to "visualize" objects or two or three dimensions, or to think visually of geometric forms. 2
Form Perception: Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3
Clerical Perception: Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2
Motor Coordination: Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3
Finger Dexterity: Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3
Manual Dexterity: Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3
Eye-Hand-Foot Coordination: Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3
Color Discrimination: Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3
I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform.
If applicable ____________ certification will be completed within _________ time frame of hire/transfer date.
Employee Signature: ________________________________ Date: ____________________
Transfer/Hire Date Effective: ________________________.