Call Taker
US-OR-Milwaukie
Field Careers
Req #: 48367
Type: Regular Full-Time
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Responsibilities: BASIC FUNCTION: Utilizing the transportation management and phone systems the Call Taker shall receive incoming calls from members, member representatives, or medical providers requesting transportation. The Call Taker shall deliver a high level of customer service and data entry accuracy and meet set standards. ComTrans is a safety sensitive company Job description(s) are subject to change based on business necessity EMPLOYEE STATUS: Regular, Full-time, $20 per hour/non-exempt, increases at 90 days and 180 days. HIRING FOR THESE SCHEDULES: Schedule 1: Mon & Weds- 07:30-16:00 and Tues, Thurs & Fri- 08;30-17:00 REQUIREMENTS: Education: High School Graduate or equivalent preferred but not required Age: All ComTrans employees must be at least 18 years old Experience: 1 to 2 years of call center experience preferred You must be able to work M-F 8:30-16:00 for the first 2 weeks for training. Skills, Knowledge and Abilities: Employee must: * Communicate effectively in English, both verbally and in writing * Be well organized, efficient, and able to prioritize duties * Strong time management * Be able to utilize technology including Microsoft Office Programs, multi-line phone systems and, internal web-based programs * Touch typing - 40wpm or more preferred * Provide a high level of customer service to both internal and external customers * Ability to perform in a professional, businesslike manner and to the highest standard of professional conduct * Be detailed oriented with a high level of accuracy * Deescalate situations effectively * Work independently * Work well with others * Be a strong team player * Use sound judgment, make timely decisions, and solve problems * Possess exceptional follow-up skills * Work well under pressure Physical Requirements: While performing duties of this job, must be able to: * Stand, reach and extend arms * Grasp, feel objects or controls * Reach with hands and arms * Talk and hear * Able to lift at least 10 pounds * Sit for extended periods of time * Perform repetitive activities such as typing, using a telephone, computer mouse * Must have adequate visual acuity as required to perform activities such as viewing a computer terminal, reading RESPONSIBILITIES: * Answer in-coming calls * Monitor and respond to emails and messaging applications in a timely manner * Utilizing trip booking and related systems to verify member information and process requests accurately and efficiently * Provide customer with trip details and confirmation number * Provide responsive and professional customer service at all times * Conduct self-audits to ensure a high level of data entry accuracy * Participate in workgroups to brainstorm improvements in efficiencies * Meet or exceed call and data entry goals as set by Manager/Call Center Supervisor * Adhere to work schedule (attendance is vital for this role) REPORTING RELATIONSHIP: This position reports to the Call Center Supervisor MEASUREMENTS OF PERFORMANCE: The Leadership Team will evaluate the performance contribution and effectiveness of each Call Taker using the following criteria: * Attendance and Reliability * High level of customer service * Timeliness, accuracy & completion of all duties * Meeting data entry and call taking goals * Activities are consistent with company policy * Level of professionalism with internal and external customers Qualifications: Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
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