Customer Support Specialist

Summary

The Customer Support Specialist supports COA Call Center and Communication operations, providing first-tier communications support and escalates issues when necessary. This role focuses on call customer service, communications, and emergency notification support.

Responsibilities

• Supports COA Call Center and Communication operations
• Provides positive customer support experience
• Assists with inquiries and routes call requests to appropriate business areas
• Creates and documents service tickets
• Escalates issues when needed
• Serves as an initial point of contact for customers
• Maintains a professional, respectful, and customer-focused environment
• Follows established procedures for timely and accurate service
• Uses effective human relation and communications techniques
• Uses knowledge of communication devices and equipment
• Keeps records using general record keeping and filling systems
• Responds quickly and accurately in stressful circumstances
• Sorts and prioritizes information regarding multiple incidents
• Remains calm and obtains, retains, and analyzes information from distraught callers
• Responds in a calm and effective manner
• Learns and follows Hospital and departmental policies
• Learns and follows procedures for emergencies such as tornadoes, fires, accidents, and numerous codes
• Learns radio operation and related communications equipment procedures
• Retains a multitude of facts
• Maintains favorable public relations
• Records relevant information correctly and completely
• Solves problems and explains work instructions to new operators
• Learns and overhead page messages in Spanish

Requirements

• High School Diploma Graduate or Equivalent
• Associates Degree in Computer Science preferred
• Knowledge of effective human relation and communications techniques
• Knowledge of communication devices and equipment
• Knowledge of general record keeping and filling systems
• Ability to react and make decisions quickly and accurately in stressful circumstances
• Ability to quickly sort and prioritize information regarding multiple incidents
• Ability to remain calm and obtain, retain and analyze information from distraught callers
• Ability to respond in a calm and effective manner
• Ability to learn and follow Hospital and departmental policies
• Ability to learn and follow procedures specified for emergencies such as tornadoes, fires, accidents, and numerous codes
• Ability to learn radio operation and related communications equipment procedures
• Ability to retain a multitude of facts
• Ability to maintain favorable public relations
• Ability to record relevant information correctly and completely
• Ability to solve problems and explain work instructions to new operators
• Ability to learn and overhead page messages in Spanish

Qualifications

• Equivalent Qualifications

Skills

• Effective human relation and communications techniques
• Communication devices and equipment
• General record keeping and filling systems
• Stressful circumstances
• Multiple incidents
• Distraught callers
• Procedures for emergencies
• Radio operation and related communications equipment procedures
• Favorable public relations
• Overhead page messages in Spanish

Benefits

• Eligible on the Day Evening Shift, Thursday - Sunday 5:00pm -10:30pm

Pay

• N/A

Schedule

• Thursday - Sunday 5:00pm -10:30pm
• Day-Evening Shift
• 8-Hour Shifts