Customer Service Rep.
Massachusetts General Hospital(MGH)

Job Info

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Under the general direction of the Transportation Supervisors and within established hospital and departmental guidelines, The Customer Service Representative (CSR) performs a broad range of activities associated with the operation and service level of the Transportation Department. The CSR will actively support the day to day operations, focusing on customer service, communication, productivity, staff support, area safety/cleanliness and timely deliveries. The CSR will inform supervisors of any potential issues, which may have an impact on the department, staffing, delays, and emergencies.

Duties and Responsibilities

1. Have the ability to understand any job in the unit, all shuttle stops, and all couriers pick up locations.

2. Maintains the daily activity/schedule for drivers ensuring proper coverage throughout their shift.

3. Schedule employee's lunch/break periods and adjust daily assignments as necessary due to sick calls and/or emergencies.

4. Notifies supervisors of any vehicle incidents, accidents, passenger injuries, or emergencies.

5. Notifies drivers and supervisors of detailed information on traffic, obstacles, and route changes.

6. Completes and retrieves daily supervisory reports, incident reports, and employees log sheets.

7. Answer emergency and non-emergency calls and document important information. Receives telephone inquiries relating to transportation and responsible for the timely retrieval of voice mail. Communicating schedules with patients and visitors entering or leaving the hospital. Answers inquiries related to scheduling cargo transport.

8. Address any problems and requests via phone call by providing the appropriate information to our callers. Research inquiries related to locating cargo requests and providing proof of delivery.

9. Directing patients and visitors to various locations throughout the institution.

10. Communicating with Security to ensure adequate parking for the department's vehicle.

11. Coordinates with greeters to ensure relief drivers are readily available when busses arrive.

12. Maintain and update call logs, call records and other important documentation.

13. Inputs data into automated dispatching/tracking systems.

14. Monitors automated dispatching/tracking system for assignment timeliness and completion. Ensures timely pickups of stat, routine, and on demand assignments.

15. Monitors shuttle performance through GPS shuttle tracker

16. Assist in training of employees. Coordinates and informs department Trainor when drivers learn new routes. Instructs courier to location and pick up spots within the location.

17. Perform other duties assigned.

Qualifications
1. Ability to work in a fast pace and stressful environment.

2. Excellent customer service skills and ability to deescalate situations

3. Broad knowledge of the hospital's departments and services.

4. High school diploma or GED equivalent.

5. Strong logistic skills.

6. Good written and oral communication.

7. 1 to 2 years of dispatch experience preferred

8. Knowledge of office equipment such as two-way radios, scanners etc.

9. Computer experience: Windows and Microsoft Office - preferred.

Ability to sit/walk for extended periods of time and capable of working in adverse weather conditions

EEO Statement
Massachusetts General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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