Call Center Specialist - Prodigy Resources : Job Details

We are looking for a Call Center Specialist to join our team in Stanford, CA.

Job Responsibilities:

• Provide directory assistance, connect callers to appropriate departments, faculty, staff, physicians, patients, or students, and facilitate conference calls.
• Quote long-distance calling rates, clarify dialing capabilities, and provide general assistance with telephone and paging systems.
• Page medical staff and doctors for incoming calls and announce pages within the Medical Center. Provide critical support during off-hours using on-call rosters and other reference materials.
• Dispatch emergency medical teams in response to medical alerts, including situations like cardiac arrest, trauma, fire, chemical spills, disaster recovery, and police emergencies.
• Offer off-hours support and coverage for various entities.
• Use call center and collaboration tools to ensure quick, effective resolutions for initial calls.
• Perform various administrative duties, such as maintaining directories, creating internal reports, updating reference materials, performing system diagnostics, and processing internal forms.
• Participate in continuous improvement efforts, including mentoring colleagues, assisting with training, and suggesting process enhancements.
• Follow all safety protocols and guidelines.

Requirements:

• Proven experience in a customer service environment, with the ability to manage high call volumes, ideally in a university or medical center setting.
• Professional telephone etiquette and excellent communication skills in English (reading, writing, and spelling).
• Ability to effectively interact with senior professionals, managers, and clients.
• Strong interpersonal skills, with the ability to exercise tact and diplomacy under pressure.
• Proficient in operating telecommunications equipment and strong keyboarding skills (minimum typing speed of 40-50 words per minute).
• Familiarity with MAC or DOS systems, console operations, and automated paging systems.
• Ability to work collaboratively in a team environment.

Physical Requirements:

• Ability to stand, walk, sit, use a computer, operate a telephone, and perform light hand manipulation tasks regularly.
• Capable of remaining on duty without leaving the console for extended periods (3+ hours).

Working Conditions:

• Flexibility to work overtime, weekends, holidays, or unscheduled shifts as needed.
• Availability to remain on duty for extended periods without leaving the console.