Job Title: Customer Service Representative
Location: Pompano Beach, FL
Reports to: Communications Manager
FLSA status: Non-Exempt
SUMMARY: The Customer Service Rep is responsible for the coordination and prioritization of all Communications Center call-taking activities. This position is also responsible for ensuring that standards of performance and client needs are met. The Communications Call-taker will ensure that all contractual requirements are successfully integrated into the daily operations of the Communications Center call-taking responsibilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Respond to customer needs accordingly.
Correctly receive and enter all information regarding the request of a transport. Assist in the development of the communications center to ensure that the contractual obligations of AMR are met.
Identify systems problems that could cause customer service-related issues.
Work with other departments to identify emerging trends.
Participate in programs to enhance AMR’s community image.
Promote high level of morale among department employees.
Assist with development of goals and objectives for the department.
Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards.
Facilitate communications/field problem resolution.
Effectively deal with departmental conflicts and provides adequate follow-up.
Participates in filling vacancies for sickness, vacation and other time off.
Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.
Maintain performance levels consistent with departmental standards.
Maintain a calm, non-emotional and professional atmosphere in the communications center at all times.
Maintain competency and enhances professional growth and development through continuing education, conferences, and seminars.
Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.
Attend scheduled department meetings and training sessions.
Adhere to all company policies and procedures.
High school diploma/GED is preferred but, not required for initial hire. However, please note that it is a requirement to obtain a high school diploma/GED within 6 months of hire date to maintain continued employment with company.
The ideal candidate will possess a minimum of one-year experience within a high-profile EMS or law enforcement system. CAD and data entry experience strongly preferred. System Status Management experience is preferred. Must possess superior verbal and written communication skills and technical knowledge pertaining to communications equipment. Ability to comprehend legal contracts. Excellent time management and organizational skills. Ability to perform in a high stress environment. Ability to interact effectively with internal and external customers. Color Vision: ability to distinguish and identify different colors. One year EMS or Public Safety experience and a strong background in customer relations is desired. EMD (Emergency Medical Dispatch) training/certification, EMT or Paramedic Training preferred.
Global Medical Response and its family of companies including American Medical Response is an Equal Opportunity Employer including Veterans and Disabled