Customer Service Specialist

Job Summary

The Customer Service Specialist, (full title is Partner Service Center (PSC) Specialist I) processes service requests received by telephone, email, or fax into the service request system. Requests include those for technology, property services, food services, purchasing, as well as several compliance communication tasks including Plan of Corrective Action (POCA), Environment of Care (EOC) and drills.

This is a Monday - Friday, full-time (40 hours) position, on an 8:00am-4:30pm schedule, based at our Mustard St. office in Rochester, NY.

Essential Job Functions

• Handle a large volume of incoming calls; greet callers, and provide timely, accurate information with excellent customer service.
• Reply to and process all Partner Service Center email messages within established protocols.
• Provide clear and accurate communication to callers requesting assistance with hardware and software following standard protocols established in the PSC Specialist handbook.
• Track all service requests received by telephone, fax, or email into the service request system in an accurate and timely manner.
• Escalate matters that need immediate resolutions using established departmental protocols.
• While this job description covers many aspects of the role, employees may be required to perform other duties as assigned.
  
  

Education & Experience

• High school or GED required
• Minimum 1 year of experience in customer service or related field required
• Proficiency with software applications, accurate data entry and the ability to learn new applications must be demonstrated on the job
  
  

Knowledge, Skills & Abilities

In addition to demonstrating the Hillside Professional Competencies of Communicates Effectively, Personal Excellence, Cultural Competence, Builds and Leverages Relationships and Optimizes Decision Making, the following occupational competencies must be demonstrated:

• Strong communication and customer service skills.
• Strong time management skills.
• Possess high energy and attention to detail.
• Ability to triage information and discern when to contact a supervisor of the partnering departments for the purpose of immediate action.
  
  

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work a variable scheduling including evenings and weekends
• The following physical demands are required:
• Frequent sitting (up to 8 hours)
• Occasional standing (up to 1 hour)
• Occasional walking (up to 2.5 hours)
• Occasional driving (up to 8 hours)
• Continuous balancing (up to 1 hours)
• Occasional balancing, bending, stooping, climbing, kneeling, pushing, pulling, reaching forward or down, reaching overhead, running, and twisting (up to 2.5 hours)
• Weekly lifting up to 30 lbs., 5-10 lbs. on a daily basis
• Weekly carrying up to 55 lbs. approximately 10-100 ft., 5-10 lbs. on a daily basis
• Manual dexterity is required, including the frequent ability to grasp in both hands and continuous use of fine manipulation skills in both hands (approximately 5.5-8 hrs.)
• Occasional exposure to dust, fumes, gases or chemicals is apparent.
• Ability to change positions as needed.
  

$18.00 Minimum pay rate, $24.00 Maximum pay rate, based on experience. This pay rate may include a Regional and/or Department premium.