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Job Summary
This position ensures exceptional customer service experiences by providing efficient and effective support. The Customer Service Representative is responsible for addressing customer inquiries, assisting with patient/relative experience survey collection, assisting with resolving complaints, and with various tasks to maintain a high level of customer satisfaction, including providing greeting, escorting and wayfinding services to visitors, maintaining visitor logs, when necessary. Additionally, this position receives calls from internal and external customers; correctly routes calls and provides general information to customers, and may provide basic administrative support, such as utilizing computer programs to enter experience and complaint data, copying and faxing.
Essential Functions
Professional Behavior
Requirements
Supervisory Controls
The supervisor provides continuing or individual assignments by generally indicating what is to be done, limitations, quality and quantity expected, deadlines, and priority of assignments. When there are new, difficult, or unusual assignments, the supervisor provides additional, specific instructions for including suggested work methods or advice on source material available.
The employee uses initiative in carrying out recurring assignments independently without specific instructions but refers deviations, problems, and unfamiliar situations not covered by instructions to the supervisor for decision or help.
The supervisor reviews finished work to assure the methods used are technically accurate and in compliance with instructions or established procedures. Review of the work increases with more difficult assignments if the employee has not previously performed similar assignments.
Guidelines
There are established procedures for doing the work and a number of specific guidelines are available as a resource.
The employee may be required to use judgment in locating and selecting the most appropriate guidelines, references, and procedures for application and in making minor deviations to adapt the guidelines to specific cases. The employee may also determine which of several established alternatives to use. Situations to which the existing guidelines cannot be applied or significant proposed deviations from the guidelines are referred to the supervisor.
Complexity
The work includes some variations and may involve different and unrelated processes and methods. The decision regarding what needs to be done depends upon the analysis of the subject, phase, or issues involved in each assignment, and the chosen course of action may have to be selected from many alternatives.
The work involves conditions and elements that must be identified and analyzed to discern interrelationships.
Scope and Effect
The work involves the performance of specific, routine operations that include a few separate tasks or procedures. The work product or service is required to facilitate the work of others; however, it has little impact beyond the immediate organizational unit or beyond the timely provision of limited services to others.
Personal Contacts
The personal contacts are with employees in the organization but outside the immediate department. People contacted generally are engaged in different functions, missions, and kinds of work, and may be representatives from various levels and departments within the organization, partner organizations, Tribal affiliate organizations, and employees of other healthcare organizations. Personal contact, at this level, may also be made with members of the general public, as individuals or groups, in a moderately structured setting.
Purpose of Contacts
The purpose is to obtain, clarify, or give facts or information regardless of the nature of those facts, i.e., the facts or information may range from easily understood to highly technical.
Physical Demands
The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. The employee must be able to read, write, speak, and hear.
Work Environment
The work involves moderate risks or discomforts that require special safety precautions, e.g., working around moving parts, carts, or machines; exposure to contagious diseases or irritant chemicals. Employees may be required to use protective clothing or gear, such as masks, gowns, coats, boots, goggles, gloves, or shields.
Supervisory and Management Responsibility
This position has no formally assigned supervisory responsibility or authority. The employee is responsible only for the performance of their own assigned work. They may be asked to train new employees in the fundamentals of the jobs or to participate in cross‑training of other employees in the department, but such assignments do not include the on‑going authority to assign and review work of other employees or to recommend or take corrective action with regard to other employees' performance.
Minimum Education & Experience Requirements
Education/Relevant Experience: high school diploma or GED and one (1) year of experience.
This position requires no post-secondary education. Qualified individuals must have relevant experience demonstrating knowledge of basic or commonly used rules, procedures, or operations that typically require completion of training program or one (1) year of relevant experience.
The GPTLHB is a tribal organization that follows tribal preference laws. Our policy is to give preference to qualified Indian/Tribal candidates over qualified non-native candidates in hiring decisions if all other qualifications are equal.
Employment is contingent upon the outcome of all required criminal background checks.
Full Time
$51k-67k (estimate)
04/25/2024
05/11/2024
The following is the career advancement route for Customer Service Representative positions, which can be used as a reference in future career path planning. As a Customer Service Representative, it can be promoted into senior positions as a Customer Service Representative III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Service Representative. You can explore the career advancement for a Customer Service Representative below and select your interested title to get hiring information.