Customer Service Agent

JOB SUMMARY

Respond to incoming calls at AUB and AUBMC, ensuring a client-centric approach to uphold a professional image and foster positive experiences. Manages appointment scheduling and messages distribution across all clinics and services within the medical center. Support the mission and vision of the American University of Beirut Medical Center (AUBMC) and that of the Department.

TASKS GROUP

• Answer incoming calls following the service excellence standards using a predefined script in a professional, objective, warm, empathetic, positive, and responsive manner.
• Schedule, coordinate, and reschedule appointments as requested by the caller.
• Respond to emergency calls following established and preset procedures within a specified time frame.
• Create messages through Electronic Medical Record software related to outpatients requesting services from clinics or service departments.
• Make announcements on the Public Address System (PAS), as required, including activating emergency codes, fire announcements, or any approved announcements requested by the administration.
• Send messages to faculty/staff to inform them of calls, meetings, events, and emergency codes.
• Operate different services including room service, filing complaint documents, filling Long Distance Calls forms, and activating the My. Chart Application. Perform other related duties as requested by the direct supervisor. CRITICAL COMPETENCIES Client Focus, Achievement Orientation, Organizational Awareness, Initiative, Communication Skills, Safety and Health Management, Problem Solving, Resource Management, Team Skills, Planning & Organizing, Information & Records Administration, Professionalism, Applied Technology, Computer Skills. KNOWLEDGE / KNOW-HOW Knowledge: Knowledge of customer service and customer satisfaction, terminology related to call centers and operations, and knowledge of Call Center policies and procedures. Minimum Education: Bacc II Experience: 0 - 2 years of experience preferable in customer service. Languages: Arabic and English (IET >/= 450). French is an asset. Computer Skills: Knowledge in the use of Microsoft Office Applications and related software as needed by the job. REPORTING CHANNEL / SUPERVISORY CHANNEL 1st Level: Call Center Manager 2nd Level: Associate Director for Operations JOB CHARACTERISTICS Physical Effort: Little or No Physical Effort Work Schedule: Shift Basis and/or On-Call Working Conditions: Normal