Support Services Information Specialist (call center)

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago, and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

This position works on-site in Duarte 8-hour shifts, 5 days per week. Schedule varies to cover call center hours which are 6:00 am to 7:00 pm Monday through Sunday. 11:00 am - 7:30 pm is an example of a shift.

As an Enterprise Support Services Information Specialist, you will act as the primary interface for documenting and directing customer requests. Specialists are also responsible for managing the Transportation Services Department central email inbox. The qualified candidate will work with both professional and technical personnel to solve customer related problems and work successfully through their requests. This includes following up on closed calls to verify resolution of customer problems. Also responsible for educating the campus population regarding facilities, parking, transportation, alternative transportation solutions and ESS processes and procedures.

As a successful candidate, you will:

• Have strong computer and technical skills.
• Answer as many calls directly (i.e. without a call back) as possible.
• Demonstrate ability to clearly write and document customer issues, and route to appropriate end user to complete work.
• Have strong follow up skills.
• React quickly and appropriately to emergencies.
• Demonstrate excellent customer service and people skills.
• Review and revise process flows to improve customer satisfaction.
• Provide daily metrics on performance.

Your qualifications should include:

• Associate's degree with a minimum of 3 years of related facilities, parking, transportation, and/or hospital experience. Equivalent experience may substitute.
• 4 years of experience in facilities, IT, or a similar call center/help desk environment. Computer or healthcare industry is preferred.
• Ability to communicate professionally both orally and written.
• Ability to work autonomously as well as within a team.
• Intermediate skills in the use of Microsoft Office products, Excel, Power Point, Outlook, and Word.

Additional Information:

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity and inclusion, please click here.

To learn more about our Comprehensive Benefits, pleaseCLICK HERE.