![]() Reports daily activity requiring follow up to remote offices Verifies data entry, call processing efficiency and audio records, provides necessary feedback and documentation to Supervisors for follow up Coordinates and reports status of routine assignments and special projects performed by agents Report variances and discrepancies to procedure or policy to Emergency Response Center Supervisors. May assist in examining operations support trends, including call volumes, patterns, staff productivity and resource allocationĪssist with scheduling coverage based on traffic and staffing levels. Provides assistance with call overflow as required by the traffic and/or scheduling function of the operations support team ![]() Proven track record in maintaining levels of operational tasks, as well as overall call processing productivity and compliance Manages multiple priorities efficiently and timely Maintains and sets and example for professional and respectful conduct when interacting with customers and co-workers Maintains a high level of confidentiality when dealing with customer and employee issues and exhibits good judgment when handling complicated requests Handles difficult/complex customer issues Previous Lodging/Hospitality/Call Center experience - preferredĪssists with training, motivation, and support of Emergency Response Center Operations Support Agents Must be able to stand for extended periods of time –required requiredĪbility to read, write, and speak English. One year housekeeping/laundry experience. Handle emergencies that arise when on duty alone, notifying appropriate personnelĪssist in the cleanliness and general maintenance of the front desk and reception area Run various computer reports (checkouts, guest lists and the like) Relay maintenance and housekeeping requests to proper staff membersĪnswer the switchboard in a pleasant and courteous manner within 3 rings and transfer the call to appropriate department or personĬheck guests out. Take payments, post charges, enter amounts into computer, and balance accounts at end of shiftĪnswer a variety of questions from guests, and handle routine problems, referring more unusual or difficult problems or complaints to supervisor or other appropriate staff members Must be able to work independently and as a team memberĮxcel, Access and Word software experienceĬheck in guests at front desk, entering appropriate information into and running necessary reports from computer system Strong analytical, comprehension, and problem solving skillsĪbility to follow verbal and written instructions Minimum two years customer service experience and excellent customer service skills Complete or QA provider enrollment applications Complete or QA Medicaid client card requests, travel reimbursements, etc. Date stamps all incoming mail and distributes it to the appropriate team member for handling. ![]() All correspondence must be completed within ten business days. ![]() Logs, distributes and completes provider and client written correspondence. Provides the following backup responsibilities: a. ![]() Meet or exceed production standards of the Provider Relations Department May perform quality assurance on job responsibilities within the department Responsible for maintaining the provider filing cabinets Performs duties within the quality requirements of each specific job responsibility Handles inbound provider inquiries accurately and professionallyĬompletes and documents provider callbacks within a 24 hour period Under direction of Manager, Assistant Manager and Team Leader, perform/complete additional projects, duties and assignments Strong written and verbal communication required Other responsibilities will include helping with fulfillment of the printed passes, processing applications, and guest follow up The calls will be a variety of sales calls, service calls, and service recoveryĪn organized, responsible, punctual, accountable individual who has a sense of urgency and recognizes the importance of adhering to call center and customer service standardsĮxceptional time management with strong ability to multi task Must be able to maintain quality performance on incoming phone calls from guests with a goal of answering at least 85-90 calls per day. Working with managers to achieve monthly departmental goals. Able to present the first point of contact for our Experience of a Lifetime through consistently providing positive guest interactions and strong attention to detail Responsibility for providing informed and accurate customer service about products and services offered for 11 Ski Resorts via telephone. ![]()
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