Customer Service Representative

J  o  b    D  e  s  c  r  i  p  t  i  o  n

          Joy                         Care                      Competence                    Respect

Position Summary

The Customer Service Representative (CSR) is responsible for providing service and support to applicable parties, documenting contact and issue resolution within Customer Service applications, answering questions based on available knowledge and experience, and researching inquiries and issues.  The CSR is responsible for monitoring assigned work to ensure established service levels are achieved. 

High School Diploma or equivalent is required.

Associates degree in Business or related field is preferred.

3 years of experience in accounts payable, purchasing, or finance related field is preferred.

N/A

Demonstrates a high commitment to call and service quality.

Strong written and verbal communication skills.

Demonstrates excellent customer service performance and displays a positive attitude and actions towards others.

Ability to handle multiple priorities and stay organized.

Ability to maintain confidential information.

Supports colleagues and gives assistance when needed.

Receives, investigates, and reports on various requests from internal and external customers.

Collaborates with applicable HSHS departments, service lines, and Help Desks as needed.

Provides positive telephone etiquette by identifying oneself and department/work area, by sounding pleasant, courteous and helpful.

Creates ticket for each incidence of contact, assigns ticket according to department business process.

Understands and maintains established departmental goals, objectives, policies, and procedures pertaining to working hours, planned and unplanned absences, and phone usage.

Maintains strict confidentiality of sensitive material and information.

Operate office equipment such as voicemail messaging systems, and use word processing, spreadsheet, and other software applications to prepare reports, letters, etc.

Performs correction of improper data input into computer systems according to policy.

Possess the information, skill, and understanding of the work to be performed.  Actively participates in continuing education opportunities and maintains certifications, licensure as appropriate.

Abides by all safety requirements including demonstrating proper hand hygiene and wearing of Personal Protective Equipment (PPE), if applicable. 

Complies with all standards, policies and procedures including dress code, attendance and punctuality.  Attends required in-services and meetings and completes all mandatory competencies by deadline. Commits to keeping all patient, student or colleague information confidential and maintains ongoing communication and collaboration with team members. 

The purpose of this job description is to provide a summary of the major responsibilities performed by colleagues in this position. Colleagues may be requested to perform tasks other than those specifically presented in this job description.  Variances in job duties performed may exist between facilities, and colleagues may perform other related duties as assigned to meet the needs of the organization.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physical, Mental and Environmental Requirements Category:

Administrative

Standing

X

Walking

X

Sitting

X

Lifting

X

20 lbs.

Carrying

X

20 lbs.

Pushing

X

20 lbs.

Pulling

X

20 lbs.

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Use of Hands/Dexterity

X

Talking

X

Hearing

X

Eye/Hand/Foot Coordination

X

Extreme Cold

X

Extreme Heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Other