Schedule: Full-Time/ Night Shift - Schedule: Saturday-Wednesday 1100 PM - 0730 AM

Job 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 Center Rep 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 will take all incoming calls, create work orders, and dispatch the appropriate response via radio. The SRC Rep 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 will dispatch emergency response by following established procedures, which may include contacting 911.

The Service Response Center Representative is responsible for two primary functions:

• Answering and processing all requests via phone, radio, or web request
• Monitoring multiple systems including Fire Alarm Panel, Building Automation System, Freezer
• Monitoring, Elevator Monitoring, Tube system, Access Control, Security Video Monitoring, and Patient Room Closures and dispatching appropriate staff.

 Additional Responsibilities:

• Monitors radio receiver and telephone; answers and processes routine and emergency calls from department staff; deploys staff as appropriate. Must always give callers accurate information, especially those who cannot reach their intended party. 
• Obtains and records information as to exact location of situation, uses telephone or radio to transmit information to necessary personnel and maintains radio contact with crews on site.
• Receives complaints, exercises judgment in determining proper course of action and monitors maintenance requests for completion
• Follows departmental rules and regulations regarding emergency calls and dispatches crews in accordance with pre-determined plans.
• Alarm Monitoring
• Work order/Ticket intake and dispatching

Minimum Requirements:

• High School Diploma or GED
• Minimum of one (1) year of experience in a high volume call center/answering service or switchboard experience environment.
• Requires excellent communication skills, both written and oral, including the ability to interact with staff, patients and families.
• Ability to work with minimal direction.
• Experience in utilizing the Windows office suite and Microsoft Word. Basic proficiency is absolutely required.
• 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

• Preferred, at least one year of experience working in a healthcare facility, doctor's office, or dispatch center.
• Bilingual English/ Spanish is a plus.
• Associate's Degree
• Valid Florida driver's license