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Farmers Branch, TX - Call-Intake Liaison - Full Time
Envision | Dallas, Texas
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Job Description

Farmers Branch, TX - Call-Intake Liaison - Full Time

JOB TITLE:   Call-Intake Liaison                        LOCATION: Dallas (Farmers Branch), TX         DEPARTMENT:  Communications

FLSA STATUS:       Non-Exempt                    REPORTS TO:   Dispatcher III or

Company:  American Medical Response                                    




On the job training provided!!!  The Call Taker is responsible for answering incoming emergency and non-emergency calls using Emergency Medical Dispatch (EMD) triage procedures, assigning those calls to the appropriate dispatcher while maintaining a professional, courteous demeanor.


Essential Duties and Responsibilities:

  • Answer all incoming 9-1-1 calls, collect important information from the caller, enter the required information into the Computer Aided Dispatch System, and notify other service agencies for action as required.
  • Answer all incoming non-emergency calls, determine the caller’s needs and confirm eligibility.  Correctly receive and enter all information regarding the request of a transport into the Computer Aided Dispatch System.
  • When appropriate, provide pre-arrival instructions based upon NAED protocols to callers with a medical emergency
  • Answer 9-1-1 calls of a fire response nature, entering data into the Computer Aided Dispatch System for the call to be dispatched to the appropriate fire/rescue agency
  • Maintain the EMD certification provided by the Department
  • Maintain a professional, courteous demeanor with callers, network providers and any other individual who may contact the Communication Center.
  • Maintain a working knowledge of all Center equipment and applications
  • Assist dispatchers in alerting customers to any changes or modification to the estimated time of arrival of the transportation resource.
  • Provide exceptional customer service to all customers, both internal and external.
  • Maintain a professional appearance and attitude to ensure a cohesive working environment with all personnel within the Center.
  • Work with other departments to insure a team oriented environment is maintained.
  • Participate in quality improvement activities as they relate to all established “Customer First” service standards.
  • Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.
  • Maintain performance levels consistent with departmental standards.
  • Maintain competency and enhances professional growth and development through internal certification opportunities.
  • Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.
  • Attend scheduled department meetings and training sessions.
  • Adhere to all company policies and procedures.
  • Maintain all department required certifications/licensures.
  • Ability to work a rotating shift schedule, including nights, weekends, holidays
  • Must type 32 wpm
  • Other duties as defined by formal job description.


.We are an EOE/AA employer and AMR selects the best individual for the job based on job related qualifications, regardless of race, color, sexual orientation, national origin, gender, age, veteran status, ancestry, marital status, or disability.


About Envision

Seattle — May 3, 2004 — Envision Telephony, Inc., a leading provider of contact center software solutions, today announced that L,TUR Tourismus AG, the number one last-minute travel site in Germany, selected the Envision™ Click2Coach® solution to train its agents to provide better-quality customer service. Envision,s Click2Coach represents a unique approach to improving the effectiveness of contact center agents. Click2Coach integrates training, quality monitoring and evaluation tools for supervisors and eLearning for agents - allowing contact centers to develop, motivate and retain top-notch agents who provide superior customer service.

almato GmbH, the official reseller for the Envision Click2Coach solution in Germany, Austria and Switzerland, implemented Click2Coach in L,TUR,s Communication Center. almato understands the value of technology as it relates to corporate goals and objectives and focuses on the contact center industry delivering innovative technology solutions for businesses. 

"In one week, almato integrated Click2Coach into our IT infrastructure and trained our supervisors," said Alexandra Schulze Niehoff, head of communications center, L,TUR Tourismus AG. "In the next week, we fully incorporated Click2Coach into our daily business and started coaching our agents. Click2Coach made it easy to achieve the critical component of coaching we needed in this competitive market. Thanks to Click2Coach, the result is a continuous increase in direct travel sales."

"One of our most important goals in the development of Click2Coach was to help improve agent effectiveness immediately, efficiently and consistently," said Rodney Kuhn, Envision CEO. "As one of the first travel services in Europe to deploy Click2Coach, L,TUR is a great example of how our coaching innovations can enable companies to offer superior service and how Click2Coach is empowering agents around the world."

About L,Tur
L,TUR is the market leader for last-minute trips in Europe. Since 1987 L,TUR Tourismus AG, Baden-Baden, has been offering last-minute tours throughout the world. Since then almost 6 million holidaymakers have booked with L,TUR. With 140 L,TUR shops in six European countries - Germany, France, Netherlands, Austria, Switzerland, Poland - and 742.000 voyages sold in the year 2003, L,TUR is Europe,s last-minute market leader. This year the last-minute specialist expects a further growth.

About Envision
Envision Telephony, Inc. is a leading provider of contact center software solutions that empower businesses to maximize every contact with their customers. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. The company’s scalable products are used by some of the world,s most customer-focused companies in a variety of industries, including finance, utilities, telecommunications, software and insurance. Envision introduced the first agent desktop interface for direct delivery of information, training and coaching in 1998. Industry analysts have since recognized the company’s leadership for its overall impact on improving the quality of customer interactions. Envision has offices in Seattle, Atlanta, Toronto and Amsterdam.

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