Customer Support Specialist

About the role

The Customer Support Specialist is responsible for supporting COA Call Center and Communication operations within the organization, providing positive customer support experience while providing first-tier communications support utilizing various methods of communication with limited supervision. This role serves as an initial point of contact for customers; assisting with inquiries, routing call requests to appropriate business areas, creating and documenting service tickets, and escalating issues when needed. This position focuses on call customer service, communications and emergency notification support.

Responsibilities

• Follow established procedures to ensure timely and accurate service while maintaining a professional, respectful, and customer-focused environment.
• React and make decisions quickly and accurately in stressful circumstances.
• Sort and prioritize information regarding multiple incidents.
• Remain calm and obtain, retain and analyze information from distraught callers.
• Respond in a calm and effective manner.
• Learn and follow Hospital and departmental policies.
• Learn and follow procedures specified for emergencies such as tornadoes, fires, accidents, and numerous codes.
• Learn radio operation and related communications equipment procedures.
• Retain a multitude of facts.
• Maintain favorable public relations.
• Record relevant information correctly and completely.
• Solve problems and explain work instructions to new operators.
• Learn and overhead page messages in Spanish.

Requirements

• High School Diploma Graduate or Equivalent

Skills

• Knowledge of effective human relation and communications techniques.
• Knowledge of communication devices and equipment.
• Knowledge of general record keeping and filing systems.
• Strong communication, interpersonal, and teamwork skills.

Schedule

Full-time on the Day Shift, Monday - Friday, 6:30am - 3:00pm, with flexibility as needed.