This position is responsible for receiving, evaluating, and coordinating emergency phone calls. Successful candidates will be responsible for the efficient and effective communication, documentation, and relaying of information as a third-party service to connect callers to emergency services for situations that require police, fire, or medical assistance.
In addition, you will handle various non-emergency customer service calls including directory assistance, operator services, customer service, and tech support.
This is a WFH position. However, there is potential for a hybrid WFO/WFH schedule at a later date.
Responsibilities
- Answer incoming emergency and non-emergency calls
- Make outbound calls to emergency and non-emergency entities to fulfill customer needs
- Clear and concise relaying of information to emergency response dispatchers or other customers
- Accurately obtain, document, and verify pertinent information while providing instructions to the caller and connecting them to the appropriate party
- Follow directions provided by our software, emergency response dispatchers, customers, and team members
- Maintain conversation with the caller in a professional manner
- Provide alternative solutions when a caller’s request cannot be fulfilled
- Work independently as part of a team while being aware that the other operators may have calls in progress that involve multiple individuals
- Actively display judgement, tact, compassion, and empathy
- Use logic and reasoning when assisting callers
- Stay motivated to multi-task under pressure in a highly repetitive environment
The essential functions include but are not limited to the above duties and responsibilities and may be amended or added to by viiz Communications at any time.
Qualifications
- 1-year previous experience in dispatching, emergency response services, call center, or customer service preferred
- Ability to retain emotional control, remaining calm and professional during all interactions
- High School Diploma or GED equivalent
- Successfully pass pre-employment background check
- Fluent English speaking, reading, and writing abilities
- Ability to type a minimum of 45 words per minute with 95% accuracy
- Proficient use of multiple computer programs and telephone
- Must be able to work non-standard business hours and/or overtime when required
- Must have access to a quiet environment during working hours
- Access to an independent workspace
- Laptop or desktop computer, multiple monitors a plus but not required
- Headset with built in mic
- Windows or Mac with latest updates and Chrome
- VPN connection capability (we provide the VPN)
- High speed wired internet connection required if remote
Job Type: Full-time
Pay: $14.00 - $15.00 per hour
Benefits:
Schedule:
- 8 hour shift
- Holidays
- Overtime
- Weekends as needed
Location:
- San Antonio, TX (Required)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Work Location: Remote
