Summary
The Service Response Center is the 24/7 central hub for system monitoring and customer communications related to the Facilities & Support Services division, which includes Facilities, Environmental Services, Parking & Transportation, and Safety & Security.The Service Response Rep SR will perform all the following duties as the Service Response Rep II, and they will be the lead Rep in the absence of a supervisor. They will be responsible for assisting the supervisor in training and mentoring new staff members, running reports, revising departmental policies and procedures at the request of management, as well as assisting the supervisor in performing QA on work orders, calls, and tickets completed by fellow staff members.The Service Response Center Rep SR is the first point of contact for the facilities support services division and serves as the telecom operator for the Cancer Center.The SRC Rep SR will take all incoming calls, create work orders, and dispatch the appropriate response via radio.The SRC Rep SR will monitor various alarm systems, make appropriate overhead announcements to the appropriate location when needed, and document/log all telephone calls and alarms.The SRC Rep SR will dispatch emergency response by following established procedures, which may include contacting 911.
Job Summary Position Highlights: The Service Response Center is the 24/7 central hub for system monitoring and customer communications related to the Facilities & Support Services division, which includes Facilities, Environmental Services, Parking & Transportation, and Safety & Security. The Service Response Rep SR will perform all the following duties as the Service Response Rep II, and they will be the lead Rep in the absence of a supervisor. They will be responsible for assisting the supervisor in training and mentoring new staff members, running reports, revising departmental policies and procedures at the request of management, as well as assisting the supervisor in performing QA on work orders, calls, and tickets completed by fellow staff members. The Service Response Center Rep SR is the first point of contact for the facilities support services division and serves as the telecom operator for the Cancer Center. The SRC Rep SR will take all incoming calls, create work orders, and dispatch the appropriate response via radio. The SRC Rep SR will monitor various alarm systems, make appropriate overhead announcements to the appropriate location when needed, and document/log all telephone calls and alarms. The SRC Rep SR will dispatch response by following established procedures, which may include contacting 911. Responsibilities: • Monitors radio receiver and telephone. Answers and processes routine and emergency calls from department staff; deploys staff as appropriate. • Follows departmental rules and regulations regarding emergency calls and dispatches crews in accordance with predetermined plans. • Alarm Monitoring. • Work order/Ticket intake and dispatching. • Other duties as assigned. Minimum Qualifications • Minimum of five (5) years of experience in a high-volume call center, answering service, or switchboard experience environment. • High School Diploma/GED • Requires excellent communication skills, both written and oral, and the ability to interact with staff, patients, and families. Ability to work with minimal direction. • Experience in utilizing the Windows Office suite. Microsoft Word & Outlook basic proficiency. • Technically adept at learning and mastering new Call Center applications. • Ability to multi-task and thrive in a fast-paced environment, have strong communication (voice quality, grammar, and articulation), listening, computer, keyboarding, writing, interpersonal (people skills), multitasking, conflict management and telephone etiquette, and customer service skills—a "TEAM” player. • Proven effective communicator with the ability to work as part of a team. Preferred Experience • Preferred, three (3) years of experience working in a healthcare facility, doctor's office, or dispatch center. • FEMA NIMS; IS-100.C Introduction to the Incident Command System, IS-144.A TERT Basic Course, and IS-1200 TERT Team Leader Course
Salary Range
Salary ranges posted for this position represent the expected base pay range for the role. Actual compensation may vary based on location and a variety of job-related factors, including experience, skills, education, and internal equity among Team Members in similar positions.
We are committed to maintaining fair and equitable pay practices and regularly review compensation to ensure alignment across our workforce.
Moffitt Career Site
1. Equal Employment Opportunity
Moffitt Cancer Center is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran or disabled status. We seek candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence.
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