Customer Service Specialist - Guest Services - St. Joseph Warren Hospital (PRN)

Customer Service Specialist

The Customer Service Specialist is part of a high-volume transactional team that serves as the primary point of contact for internal and external customers. They are the first touch point for all issues, and are expected to apply their knowledge of each aspect of the function in order to research and resolve issues independently in a timely manner. The Customer Service Specialist is to monitor customer service tickets, which include recorded phone and email conversations. Escalation to management is expected for recurring issues that need to be identified for possible process improvements. The Customer Service Specialist has a unique perspective and requires broad knowledge on the issues spanning across the function.

Essential Job Functions:

• Answers calls in a call center environment on a broad range of customer inquiries within operations.
• Responds to calls with appropriate sense of urgency, and/or escalate calls following call center protocols to others as warranted. Emergency orders and credit holds are particularly time sensitive as they could impact patient care.
• Conducts extensive research to determine call resolution, order status, invoice status or other information.
• Recommends process improvements based on the incoming inquiries.
• Reviews statements and provides detail information for discrepancies.
• Monitors tickets, including recorded phone conversations, and escalates any issues related to quality concerns to management for possible process improvement.

Licensing/Certification: none

Education:

• High School Diploma/GED (required)
• Associates Degree (preferred)
• Bachelors Degree (preferred)

Work Experience:

• 1 year of experience in customer service (required)

Training: none

Patient Population:

Not applicable to this position

Working Conditions:

• Periods of high stress and fluctuating workloads may occur.
• General office environment.

Physical Requirements:

• Lifting/Carrying (0-50 lbs.) x
• Lifting/Carrying (50-100 lbs.) x
• Push/Pull (0-50 lbs.) x
• Push/Pull (50-100 lbs.) x
• Stoop, Kneel x
• Crawling x
• Climbing x
• Balance x
• Bending x

Work Position:

• Sitting x
• Walking x
• Standing x

Additional Physical Requirements/Hazards:

Physical Requirements:

• Hear alarms/telephone/audio recordings
• Acuity – near

Hazards:

Not applicable to this position

Skills:

• Microsoft Excel
• Database analysis
• Vendor statement comparisons
• Functions
• Systems
• Cisco phone system
• Attention to detail
• Customer service
• Adaptable
• Flexible
• Quick Learner
• Multitasker
• Verbal Communication
• Written communication

Mercy Health is an equal opportunity employer.