Call Center Administrator

The Call Center Administrator is responsible for providing administrative, clerical and telephone assistance to members of the department. Primary responsibility is to receive phone calls from internal and external customers and direct them to the appropriate Technical Support Product Specialist. Additionally, this position provides clerical assistance to the Service Department management team (i.e., Director of Technology Services, Manager Technical Support). This position will require the ability to back up the Central Station and Tech Support Coordinator's as required.

Essential Function:

1. Administer Tech Support calls and direct calls to proper Specialist

1. Coordinate supplies and department clerical inventory needs.

1. Assist and back up the Tech Support Coordinator with the scheduling, registering and setup of seminars.

1. Support administrative needs of Service Management Team

1. Maintain and distribute OOB report weekly

1. Register Clinical Users for training seminars as required

1. Create, update and release Service Bulletins as required

1. Distribute monthly approved Patch notices to customers

1. Run and distribute monthly service statistics reports

1. Create Purchase Requisitions when necessary

1. Send test equipment for Calibration as per schedule

1. Assist with Switch Board when necessary

Decision Making Authority

• Minimal decision-making authority.
• Excellent judgment and initiative are required in all aspects of the job. A pleasant disposition is required with excellent telephone skills.
• Good communication and interpersonal relation skills

Position Specification Skills Requirements:

1. Knowledge/Education Requirements

• High School graduate or equivalent
• PC Computer skills with working knowledge of Microsoft Windows.
• Proficient in the use of Microsoft Word.
• Proficient in the use of Excel
• Ability to use email and access the Internet.
• One to two years of business experience

1. Skills and Ability

• Professional telephone manner is essential
• Ability to interface with all levels of staff
• Excellent verbal and writing skills

1. Physical Demands/Work Environment

• Ability to manage a large volume of telephone calls on a daily basis
• Ability to cope with occasional peak workloads while accomplishing normal duties
• Must be flexible and able to manage changing priorities

Working Relationships:

1. Internal Contacts

• All levels of Service, Sales, Clinical, Marketing, Manufacturing, Finance, Engineering and Quality personnel

1. External Contacts

• Field Service Representatives, Biomedical Engineers, Clinical Engineers and Third Party Groups
• Doctors and Nurses
• Distributors and Vendors

This job description reflects management's assignment of essential functions.

They may be subject to change at any time.