Customer Service Coordinator

BASIC PURPOSE

Customer Service Representative, you will be responsible for successfully managing large amounts of inbound and outbound calls.

This will include following communication scripts, handling different topics, and acting as a liaison between our company and its employees and customers.

ESSENTIAL FUNCTIONS

• Assist Healthcare Workers (HCW) in completing necessary employment related tasks and ensure they understand the internal processes.
• Address HCW and client concerns, resolving issues or directing them to the appropriate contact and / or escalate issues to appropriate staffing or team when necessary.
• Responsible for assisting HCW with phone application and telephony system.
• Provide training and guidance to HCW on company time and attendance system.
• Assist HCW with timekeeping issues, including missed punches and punch errors.
• Review timecards to ensure timecard errors and gaps are address timely.
• Maintain employee records including disciplinary action (personal data, attendance, timekeeping, etc.).
• Perform general administrative tasks such as data entry, filing, and document management.
• Ensure accurate and up-to-date documentation of HCW personal information.
• Maintain clear and effective communication with internal staff, clients, and candidates.
• Monitor voicemail mailbox and respond to phone calls, emails, and in-person inquiries promptly.
• Welcome visitors, clients, and candidates in a friendly and professional manner.
• Assisting all callers with inquiries and direct them to the appropriate personnel or department.
• Ensure the front desk area is organized, clean, and presentable.
• Uphold a professional image in both appearance and behavior.
• Uphold confidentiality when handling sensitive information.
• Assist receptionist when needed.
• Assist other departments when needed.

QUALIFICATIONS :

• One (1) year of experience in an administrative support role, preferably in healthcare or staffing business.
• Ability to communicate professionally / effectively in both in written and verbal format.
• Proficiency in using office equipment, computer systems, and relevant software for tasks like scheduling, data entry, and communication.
• Strong Computer / Technological skills using Microsoft Office programs ( Excel, Word, and PowerPoint)
• Ability to provide excellent customer service and create a positive experience for clients and candidates.
• Strong verbal and written communication skills to interact effectively with diverse individuals.
• Ability to handle multiple tasks, prioritize work, and stay organized in a fast-paced environment.
• Flexibility to adapt to changing priorities and handle unexpected situations.
• Accuracy in data entry and attention to detail when handling paperwork.
• Bilingual Spanish

Education :

• High School diploma or equivalent required.
• Some college preferred or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

WORK CONDITIONS :

• Open work area in an office environment.
• Must be able to remain in a stationary position 80% of the work schedule.
• Must have the ability to work in a fast-paced, rapidly changing environment, while maintaining a calm demeanor and positive attitude during stressful situations.
• Employees must possess comfort in learning, training, and engaging with others virtually through Microsoft Teams and Zoom.

Company equipment(laptop, monitor, keyboard, mouse headset) will be provided directly to you for use during employment.

Benefits

Cross Country offers a competitive compensation, benefits, and wellness program, including Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance, 401(k) plan, Tuition Assistance, and Pet Insurance.

The company offers a variety of Wellness options through Burnalong, which offers a robust online platform of classes and programs as well as local gym access.