Alutiiq Customer Service Representative in Bethesda, Maryland

Customer Service Representative

Tracking Code

2728-183

Job Description

Position Overview:

The Customer Service Representative must be familiar with standard concepts, practices and procedures for handling inquiries and customers' requests.

Primary/MajorDuties and Responsibilities (Essential Functions):

  • Attend to all guests’ inquiries.

  • Provide and promote a customer friendly environment for internal and external customers.

  • Be actively engaged and proactive in methods of meeting, greeting and assisting customers at their respective assignments.

  • Work under the direction of company supervisors and the Project Manager.

  • Must be familiar with standard concepts, practices and procedures for handling inquiries and customers' requests.

  • Provide proactive and immediate support to customers in their assigned areas.

  • Must possess a certain degree of creativity and latitude in handling difficult situations.

  • Escort and/or transport or arrange for the transport of customers attempting to meet appointments and those seeking directions.

  • Utilize best judgment and customer service practices accomplish customer satisfaction.

  • Shall have working knowledge of all necessary points of contact to problem solve and satisfy the customer expectations.

  • Assist with opening doors at the emergency rooms, medical swing spaces and other entryways.

  • Carry luggage, open door and contact the dispatcher for the transportation of people to other hospital locations when interacting with customers outside of the facility.

  • Contact the dispatcher to get a roving patrol (Rover), or make other arrangements when rover is not available, to take customers to their final destination when asked for directions within the facility.

  • Perform constant and consistent safety assessments to ensure there are no emergency or hazardous situations that require attention.

  • Perform daily checks for unsecured doors and safety discrepancies and reports safety, security, and maintenance concerns to their supervisors immediately.

  • Report all safety, security, and maintenance concerns in real time to their supervisor using portable radios to be provided by the Government. Collect wheelchairs, crutches and walkers and return to designated areas located in hospital at the end of each shift.

  • Must possess all skills necessary to ensure that elite customer service is provided in accordance with the terms and conditions of the contract.

  • All employees shall possess positive attitude, excellent inter-personal skills, tact, problem solving ability, and the ability to prioritize competing situations in the best interests of WRNMMC and its beneficiary population.

  • All contract employees must possess the ability to interpret guidance, policy, and direction in such a manner that identifies, resolves or elevates issues when interacting with patients, beneficiaries and other WRNMMC personnel.

Required Skills

RequiredEducation and Experience:

  • At least one year of experience in the hospitality service industry or equivalent work experience.

  • Must be in good health and able to perform assigned duties without physical limitation.

  • Must successfully be able to complete skills training including but not limited to: oxygen transport, customer service, ergonometric and body mechanics, and proper hand washing techniques.

  • Must be able to communicate fluently in English and have the ability to comprehend verbal and/or written transport instruction.

  • Must be proficient in the use of Microsoft Word and Excel and have excellent customer service and communication skills.

Job Location

Bethesda, Maryland, United States

Position Type

Full-Time/Regular

We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, sexual orientation, gender expression or identity, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws (“protected status”). Our management team is dedicated to ensuring the fulfillment of this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.