Job Title: Telecommunications Specialist/Customer Service Representative

Location: Stanford, CA 94305 - Onsite Role

Duration: 6 Months (Extension/Conversion will be based on performance)

Pay Rate: ($22 - $24.76) hourly

• Under general supervision, this resource will act as the primary point of public contact to answer, process, page, and direct calls serving the faculty, staff, and students of the University, Medical Center, and SLAC.
• This includes handling the critical calls associated with the Medical Center and Children's Hospital.

Note:

• Shift timings and schedule will be decided afterward.
• 3 to 6 weeks will be training between M-F 5 am to 5 pm.
• After training- The shift will be fixed between 5 am and 11.30 PM and will be notified before work.

• The duties listed under the Duties/Responsibilities section are designed to provide a representative sampling of key tasks and/or responsibilities associated with the job.
• They are not intended to be a complete list of all the duties performed by employees in the classification.
• Provide directory listings and information; connect callers to the appropriate department, faculty or staff member, physician, patient, or student; establish conference calls.
• Quote long-distance calling rates; clarify system dialing capabilities; provide general assistance in using telephone and paging systems.
• Page Medical Center doctors and staff for incoming callers; announce pages within the Medical Center; provide both general and specific doctor-patient support during off-hours using on-call rosters and other pertinent reference documents, electronic and hard copy.
• Dispatch medical emergency teams for the Medical Center in response to medical alert notifications (e.g., cardiac arrest, trauma, fire, chemical spills, disaster recovery, and police emergencies).
• Utilize call center and collaboration applications and systems to ensure first-call resolutions.
• Carry out various administrative tasks, including maintaining information and paging directory databases, creating internal reports, reference material, and archives, performing system diagnostics, test routines or system searches, and processing internal forms.

• Experience working in a customer service-oriented environment, with demonstrated ability to handle high volumes of calls, preferably in a university or medical center setting.
• Polished telephone etiquette and manner, and ability to communicate clearly and effectively in English; reading, writing, and spelling skills.
• Ability to interface effectively with high-level professionals, managers, supervisors, and other clients.
• Ability to exercise tact and diplomacy under pressure.
• Ability to operate all telecommunications equipment, with demonstrated computerized keyboard skills (corrected typing rate of 40-50 words per minute).
• Hands-on experience with MAC or DOS systems and console operations.