Grady Health System offers many career paths for experienced professionals. Whether you have many years of experience or are in the early stages on your career, you can find a rewarding career at Grady!
SUMMARY
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.
* Via the telephone, routing incoming calls to the appropriate party, operating paging system, recording recurring problem areas.
* Provides immediate assistance to customers as requested.
* Identifies needs and makes recommendations for quality improvement.
* Works with customers to ensure satisfaction in such areas as quality, service and problem resolution.
* Maintains a method to document, track and research customer calls, data input, room inventory, etc.
* Shares recurrent problems identified by customer input.
* Reviews statistics and trends with appropriate personnel.
* Advanced computer literacy with knowledge in the Microsoft suite of products.
* Accurate data input of sensitive information following organization's protocols.
* Ability to understand and quickly retain training on EVS actions and CRM software.
* May fulfill special service requests on an as needed basis.
* May respond to e-mail inquiries.
* May send written communications in response to customer comment forms.
* Reports all accidents and injuries in a timely manner.
* Complies with all company safety and risk management policies and procedures.
* 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.
* Participates in regular safety meetings, safety training and hazard assessments.
* Attends training programs (classroom and virtual) as designated.
* Presents self in a highly professional manner to others and understands that honesty and ethics are essential.
* Ability to communicate with co-workers and other departments with professionalism and respect.
* Maintains a professional relationship with all coworkers, vendor representatives, supervisors, managers, customers, and client representatives.
* Must have basic phone and computer skills (email, texting, etc.).
* Good attention to detail.
* Ability to work well under pressure.
* Knowledge of and proficiency in all OSHA and local requirements related to all assigned work.
* Varying schedule to include evenings, holidays, weekends and extended hours as business dictates.
* Ability to work well alone and in a team.
* Ability to work in a standing position for long periods of time (up to 8 hours).
QUALIFICATIONS
Equal Opportunity Employer-Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.