Emergency Communications Specialist (Stars Vigilant)

Every life is worth fighting for and at STARS, a vision of saving lives led to the creation of our highly specialized aeromedical transport system. Since we embarked on our first mission in 1985, we have been dedicated to delivering world-class services across our six bases located in Alberta, Saskatchewan and Manitoba, fueled by grassroots community support. A lifeline to many, STARS is a charitable, non-profit organization that flies over 3,000 missions each year providing time, hope and life-saving care for the critically ill and injured. We know that when we put the right tools in the hands of the best talent we don’t just save time, we save lives. We have an adept, adaptable and very talented crew at STARS, and are fast-paced. STARS is an exciting place to work, where every member of our team plays an important role in our life-saving mission. Whether you are on the front lines, or at the base, you are part of an all-star team united by a single purpose: saving lives. Our united team is focused on a high-performance culture that strives for excellence. Our all-star teams fuel our innovation, our passion and our progress to continue our fight for life.

If you care about doing work that makes an impact in people’s lives, we want to hear from you!

Emergency Communications Specialist (Level 2) – STARS Vigilant, Calgary Base - 1.0 FTE

The Emergency Communications Specialist role works within the STARS Emergency Link Center which serves as the communications center for both STARS’ Vigilant Industry Services and Helicopter Emergency Medical Service (HEMS). This role answers both emergency and non-emergency calls related to various industries across North America. Requests may be initiated by EMS, rural physicians, remote locations, industrial sites and the public.

The Emergency Communications Specialist follows standard operating procedures to effectively handle incoming calls, respond to work alone alarms, complete welfare checks, and activate client protocols to confirm the safety of lone and at-risk workers.

Is this challenge for you?

• Respond to work alone alarms for individuals working in isolation or in dangerous situations
• Accurately and efficiently document sales and marketing activities
• Participate in Quality Management process and continue to improve skills based on feedback received
• Accurately input information into the computer systems in real time
• Answer incoming calls from the general public and industry professionals to initiate emergency responses for various industries
• Accurately research potential expansion opportunities for STARS Vigilant across various industries
• Recognize when situations are beyond the scope of training and escalate as required
• Follow established protocols to ensure each call is handled effectively and efficiently
• Complete administrative tasks as assigned
• Complete sales-focused tasks, including cold calling, lead generation and various prospecting activities as assigned

Requirements:

A key to your success will be your ability to multitask while providing exceptional customer service and maintaining a high level of accuracy and attention to detail. You thrive in a team environment and have an infectious positive attitude!

In addition, you will have:

• Experience Oil & Gas preferred and experience in a professional customer service or dispatch centre environment, including handling situations that require problem solving, critical thinking and conflict resolution skills would be beneficial
• Demonstrated healthy response to stress and maintain control and composure in a high-consequence environment
• Outstanding customer service skills and a professional phone manner, including the ability to build strong client/partner relationships
• Minimum typing speed of 30 WPM
• Ability to understand and follow standard operating procedures
• Ability to triage multiple calls and work alone alarms concurrently
• Critically analyze client/prospect needs and apply a solution-based approach to maintain client retention
• Ability to clearly articulate how STARS Vigilant can enhance emergency plans and safety programs
• Proficient use of technology including public safety telecommunications software, mapping, telephony, and Microsoft Office is ideal; exposure to navigating and administrating the SalesForce CRM product would be an asset
• Strong verbal communication and listening skills; able to ask key questions and navigate a conversation with prospective clients
• Be able to identify growth opportunities and paths to reach greater prospects within targeted industries
• Adaptable to changing situations and work environment
• Demonstrate a genuine interest to collaborate and problem solve with internal and external stakeholders
• Previous Business Development or Customer Relationship Management Experience preferred
• A High School diploma or equivalent required

The successful candidate must be available to complete two weeks of initial training to happen Monday through Friday over two consecutive weeks (approximately eight hours per day). Additional training will be completed with a somewhat more flexible schedule. This is a shift-work position working a 4 on, 4 off schedule (12 hour shifts) requiring day, night, weekend, and holiday support, as well as a willingness to work some overtime.

While this role is not directly involved in the coordination of Helicopter Emergency Medical Services, you may be exposed to sensitive, and occasionally distressing, information related to trauma patients. The ability to effectively and confidentially handle this type of information is a must. To learn more about STARS Vigilant,

What we offer!

We offer a competitive salary and a great work environment. More importantly, you will be a key member of the STARS organization and a link in our ability to execute our mission of saving lives safely within the chain of survival. As this position has been identified as safety sensitive, employment of the preferred candidate will be conditional upon successful completion of the required pre-employment alcohol and drug assessment.

While we thank everyone for their interest, we are only able to contact applicants selected for an interview. You are encouraged to watch for future opportunities by checking www.stars.ca.

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