Customer Service Rep-Evs (Morning Shift)

Grady Health System offers many career paths for experienced professionals. Whether you have many years of experience or are in the early stages of your career, you can find a rewarding career at Grady!
The EVS Customer Service Representative's main function is to handle customer service interactions through either face-to- face, email or telephone communications. May operate a switchboard to route incoming calls to the appropriate party. The Customer Support Representative may be required to record and document various client interactions for management follow-up, provide administrative duties for the front desk, guest services and similar facilities or locations.
Job Responsibilities

• Attends training programs (classroom and virtual) as designated.
• Reviews statistics and trends with appropriate personnel.
• Accurate data input of sensitive information following organization's protocols.
• Identifies needs and makes recommendations for quality improvement
• Shares recurrent problems identified by customer input.
• Via the telephone, routing incoming calls to the appropriate party, operating paging system, recording recurring problem areas.
• Ability to work well under pressure.
• Ability to type 30 wpm
• Ability to work in a standing position for long periods of time (up to 8 hours).
• Must have basic phone and computer skills (email, texting, etc.).
• Reports all accidents and injuries in a timely manner.
• May send written communications in response to customer comment forms.
• May respond to e-mail inquiries.
• Works with customers to ensure satisfaction in such areas as quality, service and problem resolution.
• Good attention to detail.
• Advanced computer literacy with knowledge in the Microsoft suite of products.
• Ability to understand and quickly retain training on EVS actions and CRM software.
• Varying schedule to include evenings, holidays, weekends and extended hours as business dictates.
• Maintains a professional relationship with all coworkers, vendor representatives, supervisors, managers, customers, and client representatives.
• Complies with all company safety and risk management policies and procedures
• Ability to work well alone and in a team.
• Provides immediate assistance to customers as requested.
• Ability to communicate with co-workers and other departments with professionalism and respect.
• Participates in regular safety meetings, safety training and hazard assessments.
• May fulfill special service requests on an as needed basis.
• Advanced problem solving and critical thinking abilities, must answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding EVS specific matters with customer service focused actions
• Knowledge of and proficiency in all OSHA and local requirements related to all assigned work
• Presents self in a highly professional manner to others and understands that honesty and ethics are essential.
• Maintains a method to document, track and research customer calls, data input, room inventory, etc

Education

• High School Diploma or GED - REQUIRED (minimum)

Experience
Required:

• Advanced problem solving and critical thinking abilities, must answer questions and inquiries, troubleshoot problems, with customer service focused actions.
• Advanced computer literacy with knowledge in the Microsoft suite office products.
• Ability to type 30 wpm
• Multitask capability, referencing virtual record keeping forms while maintaining multi-line phone system
• 0 to 2 years of previous client facing hospitality / customer service experience is required.

Skills
Required:

• Ability to type 30 wpm
• Advanced computer literacy with knowledge in the Microsoft suite of products.
• Multitask capability, referencing virtual record keeping forms while maintaining multi-line phone system.
• Ability to understand and quickly retain training on EVS actions and CRM software. Prior CRM software experience valued.
• Accurate data input of sensitive information following organization's protocols.