Senior Call Center Representative, Public Safety Dispatch Center
- Req. Number: 121
- Address: 3200 Burnet Ave
- City, State: Cincinnati, OH
- Posted Date: 6/1/2022
Job Description
PRIMARY PURPOSE:
Responsibilities
DUTIES AND RESPONSIBILITIES
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Qualifications
EDUCATION:
PRIMARY PURPOSE:
- Senior call center representatives provide frontline oversight and demonstrate excellent proficiency in all skills required of a call center representative.
- Serves as point of contact for training for their shift for both new and established employees.
- Takes escalated calls, concerns, and requests that cannot be handled by frontline staff and escalates further to departmental or organizational leadership as appropriate.
- May work evenings, nights, weekends and holidays to maintain 24-hour, seven day a week coverage of the call center function.
- Performs other duties as required
Responsibilities
DUTIES AND RESPONSIBILITIES
- Call Center Representative Functions/Escalation
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- Performs at a high level of proficiency all duties required of a call center representative, including answering and routing of calls, processing on-call paging and emergency notification requests, processing of after-hours calls, and other duties.
- Serves as first point of contact for frontline staff for calls requiring escalation, call concerns, and call questions during their assigned shift.
- Determines need for and coordinates appropriate escalation of events to departmental leadership and system leadership as appropriate.
- Assists with determining immediate staffing needs and identifying staff to fill shift deficiencies in immediate circumstances. Serves as first point of notification for shift call-offs and late arrivals.
- Training and Education
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- Assists with training of new hires including completion of Daily Observation Reports, skill check-offs, and other progress reports.
- Serves as mentor for new hires throughout onboarding process.
- Coaches new and established hires on policies and procedures; assists with continuing education and reinforcement.
- Assists with development of training documents for new or changing processes.
- Identifies areas of opportunity for process/performance improvement and continuing education.
- Technical
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- Monitors a wide variety of hardware and software systems for errors or unusual activity and appropriately reports and/or escalates issues to appropriate parties.
- Maintains working knowledge of various hardware and software applications including how to troubleshoot equipment and handle internal technical inquiries for paging and other communications equipment needs.
- Provides technical instruction to new and established employees on the appropriate operation of various computer programs.
- Skill Demonstration
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- Exercises sound judgment under stressful circumstances and quickly analyzes situations to form action plans and viable conclusions.
- Provides exceptional customer service to internal and external customers.
- Demonstrates exceptional interpersonal communications and conflict resolution skills.
- Demonstrates exceptional critical thinking skills and maintains situational awareness.
- Communicates effectively, concisely, and articulately in oral and written form; demonstrates excellent listening skills and diction.
- Handles sensitive inquiries and information with strict confidentiality.
- Serves as a model for all skills outlined above for frontline staff.
- Other Duties as Assigned
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- Maintains current knowledge of agency policies and procedures.
- Maintains thorough and accurate documentation as required or requested.
- Completes department and organizational trainings as assigned.
- Accepts and completes special projects as assigned.
Qualifications
EDUCATION:
- Minimum Required: High School Diploma or GED
- Preferred: Associate's Degree or Higher
- APCO Communications Training Officer (CTO) or equivalent communications training certification must be obtained within one year of employment
- YEARS OF EXPERIENCE:
- Minimum Required: 3 - 5 Years equivalent experience
- Preferred: 6 - 10 Years equivalent experience
- REQUIRED SKILLS AND KNOWLEDGE:
- Education and experience requirements
- This position requires a High School Diploma. College education of an associate's degree or above in a related field is preferred but not required.
- APCO Communications Training Officer (CTO) or equivalent communications training certification must be obtained within one year of employment.
- A minimum of 3 - 5 years of previous experience in healthcare, call center, customer service or related fields is required with 6 - 10 years of experience preferred.
- Must have maintained continuous employment as a UC Health Call Center Representative for minimum of one year.
- Must have received at minimum an effective performance review and not be on current corrective action of Written Warning or higher.
- Skill requirements
- Demonstrated exceptional proficiency with personal computers and Windows-based applications including Microsoft Office and various other hardware/software programs in the call center, including the ability to monitor various programs and provide proactive troubleshooting.
- Demonstrated history of providing exceptional customer service.
- Must be able to work effectively in a stressful, fast-paced environment.
- Must exhibit exceptional interpersonal and conflict resolution skills.
- Ability to carry out detailed and complicated procedures and instructions according to standard operating procedure; ability to remain calm and effectively communicate under pressure and unusual circumstances; and ability to multitask on a consistent basis.
- Exercise sound judgment under stressful circumstances; communicate effectively, concisely, and articulately in oral form; develop and maintain effective working relationships with supervisors, associates, other agency representatives and general public; handle sensitive inquiries and contacts with officials and general public; demonstrate excellent hearing and diction; analyze situations, establish facts and formulate viable conclusions; document all activities performed. At all times maintains strict confidentiality.