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GENERAL
SUMMARY:
Takes,
saves and/or dispatches accurate messages
or orders on the Startel and Access Computer
Systems. Handles each account as indicated
on the Mastercard or Client Help Screens for
that account. Works under specific instructions.
Refers problems and/or unusual situations
to Lead Telephone Service Representative or
Shift Supervisor.
PRINCIPAL RESPONSIBILITIES:
- Works
on Startel 5700 / Access PC Workstation
answering calls for clients, taking accurate
messages, telephone orders and/or customer
service requests.
- Follows
instructions precisely as detailed on
the client Mastercard (IE: Hold Call,
Page, Call Home Number, Fax Messages,
Record to Voice Mail, Etc).
- Puts
required actions on emergency calls to
assure that the client is contacted within
the required time frame.
- Checks
locate information on each account before
attempting to dispatch or deliver messages.
- Gives
messages to clients who call in and takes
information on temporary changes such
as who to call and/or the location of
the client for a brief period. (Example:
A Physician may be at St. Mary's Hospital
or may wish to be called at home)
- Speaks
in a clear voice and repeats the information
taken to be certain that a correct name,
phone number and message are taken.
- Prior
to paging a client, checks Mastercard
to determine the type of pager the client
is using and instructions and whether
to put the callers number into the pager,
a message or have the client call the
answering service.
- Advises
Lead Telephone Representative or Shift
Supervisor immediately of a client complaint.
All complaints are to be given to the
supervisor on duty.
- When
callers inquire or compliment the answering
service, ask the caller if the call can
be transferred to Sales Department.
- Understands
that all client information is confidential
therefore gives no information to anyone
other than the client.
- At
pre-determined intervals or upon client
request, prints client messages directly
to their offices via printer or fax.
- Understands
that absolutely no personal phone calls
are to be made or received while working
on the computer and no client phone(s)
or lines are to be used for personal reasons.
(Personal calls are to be taken or made
while on break or during meal period.)
- Immediately
reports any system problems encountered
to the Lead Telephone Representative or
Shift Supervisor. In the absence of a
Lead Telephone Representative or Shift
Supervisor, reports technical problems
such as losing calls, slow functioning
of the system, unable to bring up information
on the monitor, etc. to the Manager On
Call.
- Maintains
current knowledge of the Startel and Access
Systems by reviewing all account information,
checking for personal or employee messages
on bulletin board, or in computer and/or
referring to the Associated Call Centers
Operations Manual.
- Performs
other duties as assigned.
KNOWLEDGE,
SKILLS & ABILITIES REQUIRED:
- Ability
to read, write and speak in English
at a level normally attained upon successful
completion of a high school education
or equivalent.
- Ability
to type a minimum of 35 wpm.
- Ability
to take and type accurate messages and
to follow specific written instructions.
- Knowledge
of all operator required functions of
the Startel 5700 & Access Systems
and ability to function at a satisfactory
level following 2-3 months of on the
job training.
- Ability
to maintain self-control when speaking
with excited and/or irate individuals.
- Ability
to take command of the call so the information
can be taken and saved or dispatched
quickly and efficiently.
WORKING
CONDITIONS:
- Mostly
sedentary work in office with normal
heat, light and noise.
- Some
mental fatigue, during heavy traffic
times.
- Some
Visual Fatigue, reading the computer
monitor.
REPORTING
RELATIONSHIPS:
- Reports
directly to Lead Telephone Representative
and to the Shift Supervisor, and indirectly
to the Customer Service Manager, Operations
Manager and/or to the General Manager,
in that order, if other supervision
is not available.
- Supervises
no subordinates.
- Internal
Contacts include other Operations personnel
and may also include administrative
and management staff.
- External
Contacts include Associated Call Centers
vendors, clients and their callers.
FAIR
LABOR STANDARDS ACT STATUS: NON-EXEMPT
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