What are the responsibilities and job description for the Customer Support Specialist position at The Children's Hospital of Alabama?
In Communications at Main Campus McWane Building
Work schedule will be Part-time Benefits Eligible on the Evening Shift, Mon. - Tues. - 3:00pm - 10:30pm; Sat & Sun - 3:00pm - 10:30pm.
Summary:
The Customer Support Specialist is responsible for supporting COA Call Center and Communication operations within the organization, providing positive customer support experience while providing first-tier communications support utilizing various methods of communication with limited supervision. This role serves as an initial point of contact for customers; assisting with inquiries, routing call requests to appropriate business areas, creating and documenting service tickets, and escalating issues when needed. This position focuses on call customer service, communications and emergency notification support. The Customer Support Specialist follows established procedures to ensure timely and accurate service while maintaining a professional, respectful, and customer-focused environment. Strong communication, interpersonal, and teamwork skills are essential to supporting departmental objectives and delivering a positive customer experience.
Other information:
Knowledge of effective human relation and communications techniques.
Knowledge of communication devices and equipment.
Knowledge of general record keeping and filling systems.
Ability to react and make decisions quickly and accurately in stressful circumstances.
Ability to quickly sort and prioritize information regarding multiple incidents.
Ability to remain calm and obtain, retain and analyze information from distraught callers.
Ability to respond in a calm and effective manner.
Ability to learn and follow Hospital and departmental policies.
Ability to learn and follow procedures specified for emergencies such as tornadoes, fires, accidents, and numerous codes.
Ability to learn radio operation and related communications equipment procedures.
Ability to retain a multitude of facts.
Ability to maintain favorable public relations.
Ability to record relevant information correctly and completely.
Ability to solve problems and explain work instructions to new operators.
Ability to learn and overhead page messages in Spanish.
Credentials with Equivalent Qualifications:
Education with Equivalent Qualifications:
Essential:
* High School Diploma Graduate or Equivalent
Nonessential:
* Associates Degree in Computer Science
Experience with Equivalent Qualifications:
Schedule: Mon. - Tues. - 3:00pm - 10:30pm; Sat & Sun - 3:00pm - 10:30pm, Evening Shift, 8-Hour Shifts