What are the responsibilities and job description for the Call Center Representative II position at MASCO Services Call Center?
The MASCO Services Call Center, a subsidiary of Longwood Collective, keeps hospitals, colleges, physicians, and businesses connected to callers 24 hours a day, 7 days a week. We combine the latest technology with professional personalized services, bilingual capabilities, customized plans, and unmatched commitment to quality customer service. Learn more about the MASCO Services Call Center here.
Position Overview:
MASCO Services is looking for a Call Center Representative II to join our award-winning team! As an operator for several large hospitals and private medical practices, you will answer calls from the public, determine the caller's needs, and transfer and/or take messages on a computerized system as required. Having a clear and professional speaking voice and providing excellent customer service to all callers are essential components of this position.
MASCO Services values an inclusive work environment that celebrates the diversity represented by our employees and member institutions. Candidates passionate about this role with diverse backgrounds and experiences are encouraged to apply. MASCO Services is proud to be an equal-opportunity employer.
Essential Responsibilities
- Answer, screen and process incoming centralized attendant, radio-paging, and telephone answering service calls from a diversified customer base.
- Respond to requests for direct dial numbers, department numbers, physician on-call status and department functions
- Take messages for offices to ensure that information is obtained and delivered to the desired customers’ expectations.
- Handle special and priority calls such as medical emergency, code alerts, and a variety of emergency and time-sensitive calls from the public, patients, medical personnel and other MASCO Services customers.
- Process system updates of on-call coverage for hospitals and answering service customers ensuring a high-degree of accuracy and timeliness.
- Maintain confidentiality of client information.
- Adhere to all MASCO policies and procedures, including but not limited to, attendance and promptness.
This position is deemed essential and requires working during emergencies/inclement weather and must be available off hours to staff and stakeholders when needed and respond expeditiously.
Required Qualifications (unless otherwise noted):
- High School Diploma or equivalent.
- Four or more years of related experience.
- Minimum typing speed of 40 words per minute.
- Excellent verbal and written communication skills.
- Ability to work a flexible schedule, including rotating weekends and some holidays.
- Professional interpersonal style; ability to interact and work with a diverse range of people.
- Bilingual candidates are strongly encouraged to apply.
Compensation and Benefits:
Regular full-time employees enjoy a competitive compensation and benefits package including but not limited to:
- Competitive compensation
- Medical, dental, and vision coverage
- Monthly MBTA or parking subsidy
- Paid time off
- Tuition reimbursement/ professional development
- 401(k) plan with generous employer contribution