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Customer Service Representative
Department Description:The SRC's (Service Response Center) intake system interfaces with 5 dispatch applications, including Bed Tracking and Patient Tracking (used for transport), Maximo (maintenance requests), Service Tracking (housekeeping and pest control), Radio dispatch for motor services, etc. The SRC service representatives page the appropriate staff person and communicate the specifics of the service request.
Job Location:Boston, MA
Job Summary:Documents, communicates, and dispatches a wide variety of service requests from the customers of the Service Response Center to the staffs of the Support Service departments that the SRC serves. The Customer Service Representative's goal is to provide the best possible customer service contact for those calling for assistance from the Support Service Departments.
+ Answers telephones in a polite and courteous manner, in dealing with all customers of the Service Response Center and external callers looking for patient information. Deciphers information for data input into one of the following computer work tracking programs; Service Request System II, Maintenance Software, Scheduler Plus, or other Service Request Center Programs as may be determined.
+ Radios and/or pages appropriate individuals as necessary and relays pertinent information and/or instructions. Faxes forms or other information to requestors. Demonstrates ability to respond appropriately (calmly and efficiently) to internal and external disaster drills. Prioritizes calls and maximizes utilization of available personnel according to urgency of work requested.
+ Runs and collates various reports and other documents from the Service Response Center computer programs and assembles them for distribution to appropriate supervisor. Organizes and implements projects that involve duplicating, collating, distributing and/or mailing. Maintains records and files in a timely and organized fashion.
+ May assist in the following responsibilities: maintains vacation schedules, trains records and other support functions for support service departments, processes bills for the support service departments, doucments payroll for the support service departments; tracks, orders, and issues uniforms for the support service departments.
+ High School diploma or GED required .
+ 0-1 years related work experience required.
+ Minimum typing skills of 40 WPM with a 95% accuracy.
+ Basic familiarity with computers. Ability to navigate at a basic level within web-based applications.
+ Healthcare and previous Customer Service dispatching experience.
+ Written Communications:Ability to communicate clearly and effectively in written English with internal and external customers.
+ Oral Communications:Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
+ Knowledge:Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
+ Team Work:Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
+ Customer Service:Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Physical Nature of the Job:
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally