Emergency Response Advisor
Greatcall

San Antonio, Texas

Posted in Retail


This job has expired.

Job Info


*POSITION:* Urgent Response Advisor
*DEPARTMENT*: 5Star a 311
*REPORTING SUPERVISOR*: Supervisor, Urgent Response
*PAY: * $19/hr plus comprehensive benefits package
*EMPLOYMENT STATUS:* Direct Hire
*TRAVEL REQUIREMENTS:* Local travel up to 25% as needed
*SCHEDULE:* Must be willing to work various shifts including overnights, holidays, and weekends
*ABOUT THE TEAM*
The Urgent Response Center is dedicated to delivering a superior service experience to each of our subscribers, supporting both emergency and non-emergency calls. The team offers 24/7 support for a variety of service needs ranging from emergency response to maintenance and support.
*ABOUT THE JOB*
As an Urgent Response Agent, your primary responsibilities will be to receive, evaluate and prioritize telephone (emergency and non-emergency) and electronic requests for assistance and service. The effective individual must be able to maintain composure, and focus, confidentiality, often in very high stress situations. Working under the direction of a Urgent Response Supervisor, the Agent must adhere to defined protocols and process information rapidly with a high degree of accuracy to determine an appropriate course of action.
*RESPONSIBILITIES *
aC/ Respond to high volume of emergency and non-emergency inbound requests for assistance
aC/ Maintain a customer focus by listening actively and maintaining composure
aC/ Monitor status of calls to ensure requests for service are expediently dispatched and processed within the framework of procedures and policies
aC/ Mentor newly hired staff to provide a richer and practical onboarding experience
aC/ Dispatch calls to the appropriate agencies, providing relevant information regarding location and level of urgency
aC/ Create accurate logs of all communications for the purpose of assuring the general safety of customers
aC/ Update and maintain confidential service and personal health data provided by customers.
aC/ Identify and promptly report service and equipment malfunctions to 5Star leadership
aC/ Attends and successfully completes required and authorized trainings to maintain Priority Dispatch Certification
aC/ Adhere to all Federal and State regulations as they pertain to the assigned program a such as information security & privacy (i.e., CPNI, HIPAA, and FDAas 501K Clearance issues)
aC/ Other duties as assigned
*QUALIFICATIONS*
*Education:* High school diploma or GED required
*Certification:* Prior certification and/or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire
*Experience: *
aC/ Minimum 2 years of customer service call center experience OR 1 year of dispatch experience required
*Knowledge/Skills/Abilities:*
aC/ Computer skills including typing and prior experience using Microsoft Office Suite
aC/ Knowledge of CPNI, HIPAA, and FDAas 501K Clearance issues
*Personal Attributes:*
aC/ Ability to maintain composure in a stressful environment
aC/ Timely decision making skills
aC/ Listening skills
aC/ Written communication skills
aC/ Patient
aC/ Action oriented
aC/ Ability to set priorities and stay focused
aC/ Communication skills
aC/ Problem solving skills
aC/ Compassionate
Offer of employment is conditioned upon successfully passing a pre-employment background check and drug test.
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This job has expired.

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