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Greatcall: Urgent Response Agent


This is a Full-time position in San Antonio, TX posted May 26, 2021.

*POSITION:* *DEPARTMENT*: 5Star a 311 *REPORTING SUPERVISOR*: Supervisor, Urgent Response *DIRECT REPORTS:* No *FLSA* * :* Non-Exempt *EMPLOYMENT STATUS:* Direct Hire *TRAVEL REQUIREMENTS:* Local travel up to 25% as needed *SCHEDULE:* Must be willing to work various shifts including overnights, holidays, and weekends *ABOUT THE TEAM* The Urgent Response Center is dedicated to delivering a superior service experience to each of our subscribers, supporting both emergency and non-emergency calls.

The team offers 24/7 support for a variety of service needs ranging from emergency response to maintenance and support.

*ABOUT THE JOB* As an, your primary responsibilities will be to receive, evaluate and prioritize telephone (emergency and non-emergency) and electronic requests for assistance and service.

The effective individual must be able to maintain composure, and focus, confidentiality, often in very high stress situations.

Working under the direction of a Urgent Response Supervisor, the Agent must adhere to defined protocols and process information rapidly with a high degree of accuracy to determine an appropriate course of action.

*RESPONSIBILITIES * aC/ Respond to high volume of emergency and non-emergency inbound requests for assistance aC/ Maintain a customer focus by listening actively and maintaining composure aC/ Monitor status of calls to ensure requests for service are expediently dispatched and processed within the framework of procedures and policies aC/ Mentor newly hired staff to provide a richer and practical onboarding experience aC/ Dispatch calls to the appropriate agencies, providing relevant information regarding location and level of urgency aC/ Create accurate logs of all communications for the purpose of assuring the general safety of customers aC/ Update and maintain confidential service and personal health data provided by customers.

aC/ Identify and promptly report service and equipment malfunctions to 5Star leadership aC/ Attends and successfully completes required and authorized trainings to maintain Priority Dispatch Certification aC/ Adhere to all Federal and State regulations as they pertain to the assigned program a such as information security & privacy (i.E., CPNI, HIPAA, and FDAas 501K Clearance issues) aC/ Other duties as assigned *QUALIFICATIONS* *Education:* High school diploma or GED required *Certification:* Prior certification and/or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire *Experience: * aC/ Minimum 2 years of customer service call center experience OR 1 year of dispatch experience required *Knowledge/Skills/Abilities:* aC/ Computer skills including typing and prior experience using Microsoft Office Suite aC/ Knowledge of CPNI, HIPAA, and FDAas 501K Clearance issues *Personal Attributes:* aC/ Ability to maintain composure in a stressful environment aC/ Timely decision making skills aC/ Listening skills aC/ Written communication skills aC/ Patient aC/ Action oriented aC/ Ability to set priorities and stay focused aC/ Communication skills aC/ Problem solving skills aC/ Compassionate Offer of employment is conditioned upon successfully passing a pre-employment background check and drug test.

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