Customer Service Representative

Job Summary

This position ensures exceptional customer service experiences by providing efficient and effective support. The Customer Service Representative is responsible for addressing customer inquiries, assisting with patient/relative experience survey collection, assisting with resolving complaints, and with various tasks to maintain a high level of customer satisfaction, including providing greeting, escorting and wayfinding services to visitors, maintaining visitor logs, when necessary. Additionally, this position receives calls from internal and external customers; correctly routes calls and provides general information to customers, and may provide basic administrative support, such as utilizing computer programs to enter experience and complaint data, copying and faxing.

Essential Functions

• Provide excellent customer service by responding to customer inquiries and needs.
• Provides information obtained from a variety of sources to field question from the public regarding departments, phone numbers, operational hours, etc.
• Dispenses general information to internal and external customers.
• Assists with maintaining the phone directory.
• Provides greeting, escort and wayfinding assistance throughout the Oyate Health Center.
• Assists with patient concerns and provides basic guidance for navigation of OHC services. Elevates unresolved concerns to Patient Experience Advisor.
• Communicate clearly, politely to internal and external customers.

Requirements

• Participate in Core Connection training and apply GPTLHB Core Connections concepts and practices in their work.
• Familiarity and/or experience working with American Indian populations and respect for and knowledge of tadeonal, cultural and spiritual practices of diverse American Indian communities, as well as an ability to work with other culturally and ethnically diverse populations.
• Exemplify excellent customer service with tribal stakeholders, health board colleagues, program partners, service recipients, visitors, and guests.
• Relate well and work collaboratively with coworkers and all levels of staff in a professional manner.
• Consistently demonstrate respect for and acceptance of differing capabilities, cultures, gender, age, sexual orientation and/or personalities.
• Strong interpersonal and communication skills with a customer-centric approach.
• Valid driver's license must be kept current, and certifications, credentials or licenses must be kept current and consistent with regulations required by applicable federal, state and/or grant regulations.
• Ability to actively listen, empathize, and respond effectively to customer inquiries and complaints.
• Demonstrate patience, tact, and professionalism in handling difficult customer interactions.

Minimum Education & Experience Requirements

Education/Relevant Experience: high school diploma or GED and one (1) year of experience.

This position requires no post-secondary education. Qualified individuals must have relevant experience demonstrating knowledge of basic or commonly used rules, procedures, or operations that typically require completion of training program or one (1) year of relevant experience.

The GPTLHB is a tribal organization that follows tribal preference laws. Our policy is to give preference to qualified Indian/Tribal candidates over qualified non-native candidates in hiring decisions if all other qualifications are equal.

Employment is contingent upon the outcome of all required criminal background checks.

Compliance with our Employee Health Procedure is a condition of employment. You are required to agree that you will comply with all job-related employee health screening and immunizations prior to your first day of employment. Jobs require that you have documentation that you have completed the following immunizations prior to your first day of employment: MMR (Measles, Mumps and Rubella, Varicella (Chicken Pox), Hepatitis B, Influenza, T-dap (Tetanus - Diphtheria - Pertussis), and COVID-19 vaccination is required.