What are the responsibilities and job description for the SERVICE RESPONSE CENTER REP SR position at Moffitt Cancer Center?
Summary
Position Highlights:
The Service Response Center is the 24/7 central hub for system monitoring and customer communications related to the Facilities & Support Services division, which includes Facilities, Environmental Services, Parking & Transportation, and Safety & Security. The Service Response Rep SR will perform all the following duties as the Service Response Rep II, and they will be the lead Rep in the absence of a supervisor. They will be responsible for assisting the supervisor in training and mentoring new staff members, running reports, revising departmental policies and procedures at the request of management, as well as assisting the supervisor in performing QA on work orders, calls, and tickets completed by fellow staff members. The Service Response Center Rep SR is the first point of contact for the facilities support services division and serves as the telecom operator for the Cancer Center. The SRC Rep SR will take all incoming calls, create work orders, and dispatch the appropriate response via radio. The SRC Rep SR will monitor various alarm systems, make appropriate overhead announcements to the appropriate location when needed, and document/log all telephone calls and alarms. The SRC Rep SR will dispatch response by following established procedures, which may include contacting 911.
Responsibilities
Position Highlights:
The Service Response Center is the 24/7 central hub for system monitoring and customer communications related to the Facilities & Support Services division, which includes Facilities, Environmental Services, Parking & Transportation, and Safety & Security. The Service Response Rep SR will perform all the following duties as the Service Response Rep II, and they will be the lead Rep in the absence of a supervisor. They will be responsible for assisting the supervisor in training and mentoring new staff members, running reports, revising departmental policies and procedures at the request of management, as well as assisting the supervisor in performing QA on work orders, calls, and tickets completed by fellow staff members. The Service Response Center Rep SR is the first point of contact for the facilities support services division and serves as the telecom operator for the Cancer Center. The SRC Rep SR will take all incoming calls, create work orders, and dispatch the appropriate response via radio. The SRC Rep SR will monitor various alarm systems, make appropriate overhead announcements to the appropriate location when needed, and document/log all telephone calls and alarms. The SRC Rep SR will dispatch response by following established procedures, which may include contacting 911.
Responsibilities
- Monitors radio receiver and telephone. Answers and processes routine and emergency calls from department staff; deploys staff as appropriate.
- Follows departmental rules and regulations regarding emergency calls and dispatches crews in accordance with predetermined plans.
- Alarm Monitoring.
- Work order/Ticket intake and dispatching.
- Other duties as assigned.
- Minimum of five (5) years of experience in a high-volume call center, answering service, or switchboard experience environment.
- High School Diploma/GED
- Requires excellent communication skills, both written and oral, and the ability to interact with staff, patients, and families. Ability to work with minimal direction.
- Experience in utilizing the Windows Office suite. Microsoft Word & Outlook basic proficiency.
- Technically adept at learning and mastering new Call Center applications.
- Ability to multi-task and thrive in a fast-paced environment, have strong communication (voice quality, grammar, and articulation), listening, computer, keyboarding, writing, interpersonal (people skills), multitasking, conflict management and telephone etiquette, and customer service skills—a "TEAM” player.
- Proven effective communicator with the ability to work as part of a team.
- Preferred, three (3) years of experience working in a healthcare facility, doctor's office, or dispatch center.
- FEMA NIMS; IS-100.C Introduction to the Incident Command System, IS-144.A TERT Basic Course, and IS-1200 TERT Team Leader Course
- Bilingual English/ Spanish is a plus.