We are looking for motivated professional Call Center Representatives to support a Federal Agency. Quality Personnel will be utilizing government records systems to assist the department and base in its mission. If you meet these specific requirements outlined below, we invite you to apply!

The Operator Services section within the NIH Call Center Services performs a vital role for the NIH as its voice communication center. The call center is open 24 x 7, 365 days a year and is staffed with a dedicated group of individuals providing voice and data communications, TTY related services, bi-lingual services and acts as a clearinghouse for all institutes of the NIH research community, NIH personnel, its patients, national and international health organizations and healthcare practitioners. Call Center Services employees are classified as “essential personnel” by the Department of Health and Human Services.

· Follows NIH and Team AFCO policies and procedures

· Internal or external customer service and relationship management, serving as the first line of support, hospital staff support, and help desk

· Serves customers by taking telephone, fax, and email; and providing information

· Ensures the appropriate level of customer service is delivered

· Ensure that correct information is shared with all callers and outstanding customer service is delivered by phone and in writing

· Responsible for professionally and enthusiastically answering incoming calls and electronic requests from patients, family members, and other external parties to register new patients, schedule healthcare appointments, answer questions, handle complaints, troubleshoot problems, and provide information

· Support Signal Paging

· Support Emergency Paging

· Support NIH General Information Inquiry Calls

· Support Overhead Paging

· Support Language Interpreter Services (CYRACOM)

· Support On-Call Schedule Management

· Provide Daily Status reports

EDUCATION

High School diploma

EXPERIENCE

Six months experience in and office setting

SKILLS

· Well suited candidates will possess the following skills:

· Clear and concise communication.

· Active listening.

· Ability to problem solve

· Ability to analyze customer issues, identify the root cause, and find effective solutions.

· Show empathy and understanding towards frustrated or upset customers is crucial for building rapport and resolving conflicts.

· Technical Proficiency using computers, CRM software, and other call center-specific technologies.

· Ability to adjust to different situations, customer needs, and call center procedures is essential.

· Strong organization skills to manage their time, prioritize tasks, and keep track of customer information.

· Patience when dealing with difficult or demanding customers.

· Ability to handle multiple tasks simultaneously, such as listening to a customer, typing notes, and navigating computer systems.

· A positive and professional attitude to provide excellent customer service.

· Quick and active learner and retain important information to ensure the proper information is conveyed to the client.

· Ability to de-escalate tense situations and find resolutions that satisfy both the customer and the agency.

SHIFTS

MON - FRI

Shift 1 7am-3pm

Shift 2 7am-1pm

Shift 3 7am-3:45pm

Shift 4 8am-4:45pm

Shift 5 9am-5:45pm

Shift 6 3pm-11pm (midday)

Shift 7 11pm-7am (night)

SAT

Shift 1 7am-3:45pm

Shift 2 3pm - 11pm (midday)

Shift 3 11pm-7a (night)

SUN

Shift 1 7am-3pm

Shift 2 3pm-11pm (midday)

Shift 3 11pm-7am (night)