Customer Service Representative - EMS Experience

Under 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.

Pay Rate: $16.50/hour
Hours:  12-hour shifts, 8 hours of regular time, 3.5 hours of overtime (8:00 am to 8:00 pm or 8:00 pm to 8:00 am)
Days:  every other Wednesday, Thursdays, Fridays, and Saturdays or Sundays, Mondays, Tuesdays, and every other Wednesday

Essential Duties & Responsibilities:

• Able to operate a multi-line, computerized phone system as well as radio communication
  equipment
• Able to navigate multiple screens and software/computer programs while simultaneously
  documenting all phone and radio communication using a computer aided dispatch (CAD)
  program
• Promptly answer, evaluate, and prioritize incoming requests for service while communicating
  effectively with all callers
• Develop a high degree of familiarity with Company service areas and medical facilities
• Demonstrate exceptional customer service skills with both internal and external customers
• Comply with all Company and customer policies and procedures as they pertain to the
  coordination of patient referral and transport
• Demonstrate the ability to professionally manage difficult interactions and effectively direct the
  flow of conversation
• Attend all mandatory meetings and trainings
• Perform all other duties as assigned   

Minimum Requirements:

• High School Diploma, GED, or equivalent
• Minimum of one (1) year of previous multi-line telephone experience or prior EMS experience
• Ability to type a minimum of forty (40+) words per minute
• Demonstrate ability to communicate clearly and professionally both verbally and in writing
• Proficient computer skills including Microsoft Office, email, and spreadsheet software programs
• Ability to accurately take incoming request while simultaneously documenting the information
  electronically

Preferred Qualifications:

• Previous work experience as an EMS Dispatcher or Communications Technician
• Emergency Medical Technician (EMT) certification

Additional Requirements:

• Must be able to successfully complete training with four to six (4-6) weeks of start date
• Must be able to successfully obtain EMD certification within six (6) months of beginning
  employment
• 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
• Able to rotate shift assignments as needed and/or required based on operational need
• 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