Call Center Representative

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Job Summary

The Clinical Engineering Department at Michigan Medicine is seeking a customer-focused Call Center Representative Associate for a temporary position.

In this role, you will provide communication and customer support services in a call center environment while maintaining the highest standards of customer service. You will facilitate internal and external communication between Clinical Engineering and departments requesting repair services for Michigan Medicine medical equipment.

Responsibilities*

• Respond to individuals seeking assistance with medical equipment and provide accurate information, service, and support.
• Answer calls received through the Clinical Engineering Call Center.
• Enter, assign, and dispatch work orders using the department's computerized maintenance management system.
• Communicate and collaborate with internal and external customers to ensure an integrated approach to service.
• Use professional telephone techniques, customer service etiquette, and service-recovery skills to address the individual needs of Michigan Medicine customers.
• Serve proactively as a liaison between customers and the Clinical Engineering Department to support timely responses and customer satisfaction.
• Collect and document accurate and complete information for all customer interactions.
• Perform administrative and office duties related to the work-order process.
• Use the paging system to contact appropriate staff as needed.
• Manage and complete multiple tasks independently.
• Identify and track recurring operational concerns and participate in resolving them.
• Follow all applicable University and departmental policies and procedures.
• Maintain the security and confidentiality of databases, personnel information, and other sensitive records.
• Perform other related duties as assigned.

Required Qualifications*

• High school diploma or equivalent.
• At least two years of customer service experience.
• Demonstrated written and verbal communication skills.
• Ability to use a computer system to enter and manage work orders in a computerized maintenance management system (CMMS).
• Excellent attendance and dependability.
• Commitment to teamwork, including adaptability, flexibility, and a willingness to share information and resources.
• Ability to work independently in a changing and potentially stressful environment.
• Demonstrated initiative and ability to prioritize work, follow direction, and manage multiple responsibilities.
• Strong organizational skills.

Desired Qualifications*

• One to two years of call center experience.
• Familiarity with medical terminology.
• Experience working in a healthcare environment.
• Bachelor's degree and at least one year of relevant experience.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees, and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world?s most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• Excellent medical, dental, and vision coverage effective on your very first day
• 2:1 Match on retirement savings

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third-party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Reporting Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled at any time after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.