General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks and Responsibilities

• answer calls and respond to emails 
• handle customer inquiries both telephonically and by email
• research required information using available resources
• manage and resolve customer complaints
• provide customers with product and service information
• enter new customer information into system
• update existing customer information 
• process orders, forms and applications
• identify and escalate priority issues
• route calls to appropriate resource
• follow up customer calls where necessary
• document all call information according to standard operating procedures
• complete call logs
• produce call reports

Education and Experience

• NYS DOH EMT certification (or enrollment in an EMT course within 180 days)
• NYS driver's license
• proficient in relevant computer applications
• knowledge of customer service principles and practices
• some experience in a call center or customer service environment
• good data entry and typing skills
• knowledge of administration and clerical processes

Key Competencies

• verbal and written communication skills
• listening skills
• problem analysis and problem solving
• customer service orientation
• organizational skills
• attention to detail
• judgment
• adaptability
• team work
• communication skills
• persuasiveness
• problem solving
• adaptability
• stress tolerance
• high energy level

Salary range $18.50-$20.00