Schedule - Full time Day Shift

Job Summary

The Service Response Center is the 24/7 central hub for system monitoring and customer communication related to the division of Facilities & Support Services, including Facilities, Design & Construction, Environmental Services, Parking & Transportation, Biomed, and Safety & Security.

The Service Response Center Representative is responsible for two primary functions:

• Answering and processing all requests via phone, radio, or web request
• Monitoring multiple systems including Fire Alarm Panel, Building Automation System, Freezer
• Monitoring, Elevator Monitoring, Tube system, Access Control, Security Video Monitoring, and Patient Room Closures and dispatching appropriate staff.

Additional Responsibilities:

• Monitors radio receiver and telephone; answers and processes routine and emergency calls from department staff; deploys staff as appropriate. Must always give callers accurate information, especially those who cannot reach their intended party.
• Obtains and records information as to exact location of situation, uses telephone or radio to transmit information to necessary personnel and maintains radio contact with crews on site.
• Receives complaints, exercises judgment in determining proper course of action and monitors maintenance requests for completion
• Follows departmental rules and regulations regarding emergency calls and dispatches crews in accordance with pre-determined plans.

Minimum Requirements:

• High School Diploma, GED or commercial school education and/or the equivalent which will provide the ability to read, write, interpret and/or apply instructions to assigned activities
• Minimum of three (3) years of experience in a high volume call center/answering service switchboard environmental. Preferably in Healthcare Provider and/or Hospital facility.
• Requires excellent communication skills, both written and oral, including the ability to interact with staff, patients and families.
• Experience in utilizing the Windows office suite and Microsoft Word basic proficiency absolutely required