• Representative-Customer Service Telephone

    Baptist Memorial (Memphis, TN)


    Overview

     

    Representative-Customer Service

     

    Job Code: 22012

     

    FLSA Status

     

    Job Family: ADMIN SUPPORT

     

    Job Description Title: Representative-Customer Service

    Job Summary

    Triages 18 incoming lines through the PBX for multiple BMH facilities. Responsible for all code calls, disaster calls and intercom paging hospital wide. Performs other duties as assigned.

    Job Responsibilities

    + Answers phones and greets customers using excellent guest relations techniques to promote positive image of organization, models appropriate techniques and behavior.

    + Answers telephones, prioritizing and directing calls to assure they reach appropriate areas.

    + Assists with processing documents by ensuring they comply with established policies and distributes documents to assure continuous workflow of the department.

    + Assist with training others on the console to assure coordination and consistency in operation of the department and organization.

    + Completes assigned goals.

     

    Specifications

    Experience

    Description

    Minimum Required: 1 year in customer service area that require data entry, telecommunications, application and customer interaction 1 year in Teleservices area. 1 year Multi-line/PBX environment

     

    Preferred/Desired: 3 years in customer service area that require data entry, telecommunications, application and customer interaction 3 years in Teleservices area. 3 years Multi-line/PBX environment

    Education

    Description

    Minimum Required: Skill in communicating clearly and effectively using standard English in written, oral and verbal format to achieve high productivity and efficiency. Skill to write legibly and record information accurately as necessary to perform job duties.

     

    Preferred/Desired

     

    Training

    Description

    Minimum Required

    Preferred/Desired

     

    Special Skills

    Description

    Minimum Required: Basic computer skills. Experience with office equipment, telephone systems and multiple computer applications. Excellent PBX skills.

     

    Preferred/Desired: Multiline PBX skills and advanced computer skills

     

    Licensure

    Description

    Minimum Required

    Preferred/Desired

     

    Reporting Relationships

     

    Does this position formally supervise employees? If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager.

     

    Reporting Relationships: No

     

    Work Environment

     

    Functional Demands

     

    Label Short Description Full Description

     

    Sedentary Very light energy level Lift 10lbs. box overhead. Lift and carry 15lbs. Push/pull 20lbs. cart

     

    Light Moderate energy level Lift and carry 25-35lbs. Push/pull 50-100lbs. (ie. empty bed, stretcher)

     

    Medium High energy level Lift and carry 40-50lbs. Push/pull +/- 150-200lbs. (Patient on bed, stretcher) Lateral transfer 150-200lbs. (ie. Patient)

     

    Heavy Very high energy level Lift over 50lbs. Carry 80lbs. a distance of 30 feet. Push/pull > 200lbs. (ie. Patient on bed, stretcher). Lateral transfer or max assist sit to stand transfer.

     

    Functional Demands Rating: Light

     

    Activity Level Throughout Workday

     

    Physical Activity Requirements – Sitting: Continuous

     

    Physical Activity Requirements – Standing: Continuous

     

    Physical Activity Requirements – Walking: Continuous

     

    Physical Activity Requirements - Climbing (e.g., stairs or ladders): Frequent

     

    Physical Activity Requirements - Carry objects: Frequent

     

    Physical Activity Requirements - Push/Pull: Occasional

     

    Physical Activity Requirements – Twisting: Continuous

     

    Physical Activity Requirements – Bending: Continuous

     

    Physical Activity Requirements - Reaching Forward: Continuous

     

    Physical Activity Requirements - Reaching Overhead: Continuous

     

    Physical Activity Requirements - Squat/Kneel/Crawl: Continuous

     

    Physical Activity Requirements - Wrist position deviation: Continuous

     

    Physical Activity Requirements - Pinching/fine motor activities: Continuous

     

    Physical Activity Requirements - Keyboard use/repetitive motion: Continuous

     

    Physical Activity Requirements - Taste or smell: Continuous

     

    Physical Activity Requirements - Talk or hear: Continuous

    Sensory Requirements

    Color Discrimination: Yes

     

    Near Vision: Accurate

     

    Far Vision: Accurate

     

    Depth Perception: Minimal

     

    Hearing

     

    Environmental Requirements - Blood-Borne Pathogens: Not Anticipated

     

    Environmental Requirements – Chemical: Not Anticipated

     

    Environmental Requirements - Airborne Communicable Diseases: Not Anticipated

     

    Environmental Requirements - Extreme Temperatures: Not Anticipated

     

    Environmental Requirements – Radiation: Not Anticipated

     

    Environmental Requirements - Uneven Surfaces or Elevations: Not Anticipated

     

    Environmental Requirements - Extreme Noise Levels: Anticipated

     

    Environmental Requirements - Dust/Particular Matter: Anticipated

     

    Environmental Requirements - Other

    REQNUMBER: 31335