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Job Title Call Receiving Officer
Location Bronx, NY
Department Dispatch
FLSA Status Non-Exempt
Shifts hiring Full-time, Night Shift, Weekends

General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.


Main Job Tasks and Responsibilities

  • answer calls and respond to emails 
  • handle customer inquiries both telephonically and by email
  • research required information using available resources
  • manage and resolve customer complaints
  • provide customers with product and service information
  • enter new customer information into system
  • update existing customer information 
  • process orders, forms and applications
  • identify and escalate priority issues
  • route calls to appropriate resource
  • follow up customer calls where necessary
  • document all call information according to standard operating procedures
  • complete call logs
  • produce call reports


Education and Experience

  • NYS DOH EMT certification (or enrollment in an EMT course within 180 days)
  • NYS driver's license
  • proficient in relevant computer applications
  • knowledge of customer service principles and practices
  • some experience in a call center or customer service environment
  • good data entry and typing skills
  • knowledge of administration and clerical processes


Key Competencies

  • verbal and written communication skills
  • listening skills
  • problem analysis and problem solving
  • customer service orientation
  • organizational skills
  • attention to detail
  • judgment
  • adaptability
  • team work
  • communication skills
  • persuasiveness
  • problem solving
  • adaptability
  • stress tolerance
  • high energy level


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