Overview

The Customer Service representative is responsible for answering and entering requests for emergency and non-emergency transportation. The role is critical in prioritizing and processing calls quickly and efficiently while delivering exceptional customer service. Superior Ambulance is a 24/7 operation which requires flexibility in your schedule as you may be required to work: days, nights, weekends, holidays, national disasters or emergencies, and overtime as needed.

Job Summary:

Assisting customers in arranging transportation via phone, electronic, faxed, or email requests, for emergent and non-emergent ambulance transport, critical care transport, and transportation for wheelchair bound patients while providing the highest level of Customer Service.

Job Requirements:

To perform this job successfully you are required to pay strong attention to detail; must be able to perform each essential duty satisfactorily. The following requirements are representative of knowledge, skill and/or ability required.

Responsibilities

Answer each call w/ a full and proper greeting, screen and direct calls to the entire company

Identify the need for emergency transportation

Arrange transportation for facilities while determining level of care required for the patient’s needs

Arrange specialty and critical care transportation

Provide information and assistance for customer service inquires as needed

Communicate with multiple departments and EMS personnel

Provide supportive and accurate information to customers to better assist them in arranging appropriate transportation

Develop effective solutions for customer service issues

Direct calls to the flight desk when appropriate

Report any necessary concerns or issues to the Supervisor on duty

Ability to answer and handle multiple calls at one time

Must have pleasant, professional phone manners

Detail oriented

Ability to excel in high-stress environment

Adapt to frequently changing policies

Ability to learn policies and procedures for facilities and recognizing when to apply them

Other duties as assigned

Qualifications

Ability to type 30 wpm or better

EMD and CPR certification are required within 1 year of employment

Medical background is a plus

Superior Air-Ground Ambulance Service, Inc. is committed to attracting and retaining the best talent. We are an Affirmative Action/Equal Opportunity Employer. Qualified applicants of all backgrounds are encouraged to apply. M/F/V/D