Customer Service Representative

Position Summary The primary responsibility of this position is answering phones to assist DSCC families of children who are medically fragile, as well as maintaining a presence at the front desk of our Central Administrative Office. This position will also provide critical backup for other essential daily operations, including mail processing, translation coordination, vehicle reservations and maintenance, and general administrative duties. Duties Responsibilities Front Desk Responsibilities: 1. Greet visitors; determine nature and purpose of visit/confirm appointment, call staff /escort visitor to meeting room, monitor visitor log, and issue badges. 2. Answer and handle incoming calls on the Division’s main phone lines, as necessary, which include: a. Make complex inquiries of callers to determine appropriate call routing b. Respond to inquiries from clients to provide or clarify information on division services. c. Resolve or refer customer service issues to designated personnel for further investigation. 3. Retrieve and forward voicemail from general mailbox – includes call-offs, general inquiries, etc. 4. Retrieve incoming faxes and forward to appropriate personnel or department. 5. Retrieve and forward email inquiries from our websites contact us form. 6. Maintain complex staff and contact information directories with notes for special call handling instructions, which are updated daily based on the staff itinerary. 7. Retrieve records for care coordination teams as requested. 8. Maintain front desk procedural manuals, updating as needed. Serves as support and backup for Central Support and the Administrative Services Unit: 1. Making travel arrangements for staff 2. Completion of monthly university vehicle mileage reports 3. Processing incoming and outgoing mail 4. Assist with translation requests for care coordination teams 5. Assist with processing of APORS, NBHS, SSI and Prior Approvals. 6. Maintain the Administrative Services Unit SharePoint site. 7. Assist other departments as necessary to support DSCC’s mission. Performs miscellaneous duties as assigned. Perform other related duties and participate in special projects as assigned.