POSITION HIGHLIGHTS:

The Service Response Center is the 24/7 central hub for system monitoring and customer communications related to the Facilities & Support Services division, which includes Facilities, Environmental Services, Parking & Transportation, and Safety & Security.
The Service Response Center Rep is the first point of contact for the facilities support services division and serves as the telecom operator for the Cancer Center. The SRC Rep will take all incoming calls, create work orders, and dispatch the appropriate response via radio.
The SRC Rep will monitor various alarm systems, make appropriate overhead announcements to the appropriate location when needed, and document/log all telephone calls and alarms. The SRC Rep will dispatch emergency response by following established procedures, which may include contacting 911.

CREDENTIALS AND QUALIFICATIONS:

• High School Education/GED required.
• Minimum of one (1) year of experience in a high-volume call center, answering service, or switchboard experience environment.
• Requires excellent communication skills, both written and oral, and the ability to interact with staff, patients, and families. Ability to work with minimal direction.
• Ability to multi-task and thrive in a fast-paced environment, have strong communication (voice quality, grammar, and articulation), listening, computer, keyboarding, writing, interpersonal (people skills), multitasking, conflict management and telephone etiquette, and customer service skills—a “TEAM” player. Proven effective communicator with the ability to work as part of a team.

• Responsible for promptly answering incoming calls and processing calls for internal and external customers. Always give callers accurate information, especially those who cannot reach their intended party. Meets internal and external customer service expectations and promotes continuous quality and performance improvement in the department and hospital. Monitors camera systems and uses cameras to assist in investigations. Observes and reports security and safety issues.
• Responds promptly to any of the various hospital emergency situations that may arise and carries out established emergency plans and procedures, accordingly, without hesitation.
• Monitors all critical system alarms and notifies staff as appropriate. This may include, but is not limited to, fire alarms, generator alarms, security cameras, duress alarms, elevator alarms, med-gas alarms, tube station and irradiator alarms.
• Make announcements over the radio, public address system, and page staff as needed.
• Uses good judgment in determining major or minor telephone system problems when reporting to a telecommunications specialist. Reports and records system problems immediately.