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Alliance Medical Group
Job Description
Title | Customer Service Agent |
Department(s) | Call Center |
Reports to | Call Center Manager |
Job summary
The Customer Service Agent is responsible for answering a multi-line telephone, triaging calls, scheduling appointments, and taking messages. The Customer Service Agent serves as a liaison between the caller and medical support or other staff to facilitate the smooth running of the healthcare environment and promote the delivery of quality patient care.
Duties and Responsibilities:
Knowledge, Abilities:
Minimum requirements:
High school diploma or GED required.
At least one year of current call center or multi line/automated system experience, preferably in a medical office setting
Environmental and Working Conditions:
Work is performed in an office environment and involves frequent contact with staff at times.
Physical and Mental Demands:
Requires prolonged sitting, some standing, bending, stooping and stretching. Requires corrected vision and hearing to normal acuity. Requires eye-hand coordination and manual dexterity sufficient to operate a telephone, keyboard, photocopier, and other office equipment.
This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Additional information
Job code | |
Generic title | Customer Service Agent |
Pay Band | NEX Level 3 |
Management? (Yes/No) | No |
E/NE status | Non exempt |
Last revised | 07/2018 |
This assessment documents the physical demands and essential job functions of the Customer Service Representative position.
The Customer Service Representative will work simultaneously on the telephone and computer constantly throughout the day. A telephone headset is worn and keyboard and mouse use is frequent throughout the day. Information presented verbally and on the computer screen is processed. In the performance of work tasks the employee is regularly required to sit; use hands to finger, handle, and/or feel; and talk and/or hear and see. The employee is also occasionally required to stand and/or walk.
The estimated overall strength requirement of the job of a Customer Service Representative may be classified as "Light." Light work indicates that the job involves handling 0 to 20 lbs Frequently (F) or Significant Walking or Standing.
The Customer Service Representative is responsible for the following job tasks.
The Customer Service Representative handles complaints and processes requests requiring proficiency with different types of technology and computers; using a keyboard and a mouse are essential. No direct patient care task interaction is performed by this employee.
The following tables detail the individual physical demands using the following six categories: Mobility, Strength, Upper Extremity Postural Activity, Sensory/Perceptual, Work Environment, and Conditions of Work.
Key1: Exposure Time & Strength Rating
Rating of Exposure Time | Definition (Hrs of time) |
Not Observed (N/O) | Not Observed |
Infrequent (I) | < 1 Hr |
Occasional (O) | 1 – 3 Hrs |
Frequent (F) | 3 – 6 Hrs |
Constant (C) | 6 – 8 Hrs |
Strength Rating | DOT Definitions |
Sedentary | 0 to 10 lbs performed Occasionally (O) |
Very Light | 0 to 20 lbs performed Infrequently (I) |
Light | 0 to 20 lbs performed Frequently (F) or Significant Walking or Standing |
Medium | 20 to 50 lbs performed Occasionally (O) Or 10 to 20 lbs performed Frequently (F) or 10 lbs performed Constantly (C) |
Heavy | 50 to 100 lbs performed Occasionally (O) or 25 to 50 lbs performed Frequently (F) or 10 to 20 lbs performed Constantly (C) |
*Based in part on US Department of Labor's Dictionary of Occupational Titles (DOT), Physical Demands Strength Rating, 1991
Key2 : Essential Function Tasks
Task # | Task Description |
1 | Occasionally pushing/pulling chair, drawers, doors; force will vary from 2 lbs to 7 lbs. |
2 | Infrequently lifting/carrying office items ranging from 1 lb. to 20 lbs. |
3 | Reaching to 65" occasionally to access shelves and cabinets. |
4 | Infrequently bending, stooping, crouching to file forms, paperwork and to pick up fallen items. |
5 | Constantly sitting while interacting with computer and telephone; visually identifying electronic documents, labels, computer displays, and peripherals to properly perform work. |
6 | Standing and walking to perform office tasks and interact with colleagues and supervisor. |
Table 1: Mobility
Activity | Duration | Essential Function Task | Example |
Sitting | C | 1,2,3,4,5 | Seated 90% of the time |
Standing | O | 1,2,3,4,5,6 | |
Walking | O | 2,3,4,5,6 | |
Running | N/O | ||
Climbing | N/O | ||
Bending/Stooping | I | 1,2,3,4,5,6 | Filing or to pick up something fallen |
Crouching | I | 1,2,3,4,5,6 | |
Kneeling | I | 1,2,3,4,5 | |
Crawling | N/O | ||
Twisting | O | ||
Balancing | I | 1,2,3,4,5 |
Table 2: Strength
Activity | Duration | Essential Function Task | Example |
Lift 0-10 lbs | O | 2,3,4,5 | |
Lift 11-20 lbs | I | ||
Lift 21-50 lbs | N/O | Office supplies unlikely to exceed 20 lbs | |
Lift >50 lbs | N/O |
Table 2: Strength
Activity | Duration | Essential Function Task | Example |
Carry 0-10 lbs | O | 2,3,4,5,6 | |
Carry 11-20 lbs | I | 6 | |
Carry 21-50 lbs | N/O | ||
Carry >50 lbs | N/O | ||
Pushing 0-10 lbs | O | 1,2,3,4,5,6 | |
Pushing 11-20 lbs | N/O | ||
Pushing 21-50 lbs | N/O | ||
Pulling | I | 1,2,3,4,5,6 |
Table 3: Upper Extremity Postural Activity
Activity | Duration | Essential Function Task | Example |
Reaching above shoulder | I | 1,2,3,4,5 | |
Reaching to side | O | 1,2,3,4,5 | |
Wrist Movements | F | 1,2,3,4,5 | Keyboard/mouse use |
Finger Movement | F | 1,2,3,4,5 | Keyboard/mouse use |
Striking Hand | N/O | ||
Throwing | N/O |
Table 4: Sensory/Perceptual
Activity | Duration | Essential Function Task | Example |
Talking/Speech | C | 2,3,4,5,6 | Communicating with co-workers, patients |
Hearing/Listening | C | 2,3,4,5,6 | Communicating with co-workers, patients |
Seeing/Vision | C | 1,2,3,4,5,6 | Viewing computer monitor, paperwork |
Reading | F | 2,3,4,5 | Reading monitor paperwork |
Writing | O | 2,3,4,5 | Possible note taking |
Keying/Mousing | F | 2,3,4,5 |
Table 5: Work Environment
Activity | Duration | Essential Function Task | Example |
Inside Work | C | 1,2,3,4,5,6 | |
Outside Work | N/O | ||
Hot | N/O | ||
Cold | N/O | ||
Humid | N/O | ||
Dry | N/O | ||
Dust | N/O | ||
Moving Objects | N/O | ||
Hazardous Machines | N/O | ||
Electrical | N/O | ||
Sharp Tools | N/O |
Table 5: Work Environment (continued)
Activity | Duration | Essential Function Task | Example |
Radiant/Thermal Energy | N/O | ||
Congested Work | N/O |
Table 6: Conditions of Work
Activity | Duration | Essential Function Task | Example |
Traveling | N/O | ||
Work Alone | N/O | ||
Work Independent but in a Group | C | 1,2,3,4,5,6 | |
Deadline Pressures | I | 1,2,3,4,5,6 | |
Interact with Public on the telephone | F | 2,3,4,5 | |
Operate Equipment /Machinery | O | 2,3,4,5 | Computer, printer, copier, fax |
Completed with: Mr. Felix Crux, CSR
Full Time
Hospital
$41k-51k (estimate)
03/18/2023
06/15/2024
waterburyhospital.org
WATERBURY, CT
1,000 - 3,000
1890
Private
LESTER SCHINDEL
$200M - $500M
Hospital
Waterbury Hospital owns and operates a chain of hospitals that provides treatment for orthopedic and cardiology.
The job skills required for Customer Service Agent include Customer Service, Call Center, CSR, Communication Skills, Billing, Flexibility, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Service Agent. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Service Agent. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Service Agent positions, which can be used as a reference in future career path planning. As a Customer Service Agent, 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 Agent. You can explore the career advancement for a Customer Service Agent below and select your interested title to get hiring information.
If you are interested in becoming a Customer Service Agent, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Service Agent for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Service Agent jobs
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Step 3: View the best colleges and universities for Customer Service Agent.