Grady Health

Job Description

Grady Health System offers many career paths for experienced professionals. Whether you have many years of experience or are in the early stages on your career, you can find a rewarding career at Grady!

SUMMARY 

The EVS Customer Service Representative's main function is to handle customer service interactions through either face-to- face, email or telephone communications. May operate a switchboard to route incoming calls to the appropriate party. The Customer Support Representative may be required to record and document various client interactions for management follow-up, provide administrative duties for the front desk, guest services and similar facilities or locations.

• Via the telephone, routing incoming calls to the appropriate party, operating paging system, recording recurring problem areas.
• Provides immediate assistance to customers as requested.
• Identifies needs and makes recommendations for quality improvement.
• Works with customers to ensure satisfaction in such areas as quality, service and problem resolution.
• Maintains a method to document, track and research customer calls, data input, room inventory, etc.
• Shares recurrent problems identified by customer input.
• Reviews statistics and trends with appropriate personnel.
• Advanced computer literacy with knowledge in the Microsoft suite of products.
• Accurate data input of sensitive information following organization's protocols.
• Ability to understand and quickly retain training on EVS actions and CRM software.
• May fulfill special service requests on an as needed basis.
• May respond to e-mail inquiries.
• May send written communications in response to customer comment forms.
• Reports all accidents and injuries in a timely manner.
• Complies with all company safety and risk management policies and procedures.
• Advanced problem solving and critical thinking abilities, must answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding EVS specific matters with customer service focused actions.
• Participates in regular safety meetings, safety training and hazard assessments.
• Attends training programs (classroom and virtual) as designated.
• Presents self in a highly professional manner to others and understands that honesty and ethics are essential.
• Ability to communicate with co-workers and other departments with professionalism and respect.
• Maintains a professional relationship with all coworkers, vendor representatives, supervisors, managers, customers, and client representatives.
• Must have basic phone and computer skills (email, texting, etc.).
• Good attention to detail.
• Ability to work well under pressure.
• Knowledge of and proficiency in all OSHA and local requirements related to all assigned work.
• Varying schedule to include evenings, holidays, weekends and extended hours as business dictates.
• Ability to work well alone and in a team.
• Ability to work in a standing position for long periods of time (up to 8 hours).

QUALIFICATIONS 

• High School diploma, GED, or equivalent experience
• Advanced computer literacy with knowledge in the Microsoft suite office products. 
• Multitask capability, referencing virtual record keeping forms while maintaining multi-line phone system
• Advanced problem solving and critical thinking abilities, must answer questions and inquiries, troubleshoot problems, with customer service focused actions.
• 0 to 2 yrs previous client facing hospitality / customer service experience is required.
• Accurate data input of sensitive information following organization's protocols.
• Ability to understand and quickly retain training on EVS actions and CRM software. Prior CRM software experience valued.
• Ability to type 30 wpm

Equal Opportunity Employer-Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.