Call Center Representative

Description

Essential Duties & Responsibilities (included but not limited to)

The candidate shall possess the ability to operate a switchboard with speed and accuracy. Ability to supervise subordinates. Ability to handle moderately complex clerical duties. Ability to deal effectively with department employees by telephone. Ability to enunciate clearly in a well-modulated voice.

• Acts as a full-time operator on a one or multi-position switchboard.
• Handles complaints and difficult problems arising out of the operation of the switchboard.
• Provides callers with routine non-technical information and refers to other questions to proper persons.
• Performs related clerical/typing responsibilities associated with the switchboard.
• Operate attendant Intellidesk Console Keyboards, NEC DT300 or DT700 Telephones, Various paging and alarms systems (Symplex Alarm System)
• Implements regulations and directives regarding the provision of switchboard services.

Requirements

ANSWER AND PROCESS ALL INCOMING CALLS

• The candidate shall answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crises periods. Calls shall be answered in priority order.
• Incoming calls shall be routed appropriately throughout the facility.
• The candidate shall receive collect calls, only if authorized and obtain and record time and charges.
• The candidate is responsible for immediate, professional responses to and recording the following: emergency alarms, codes, bomb threats, fires, and disasters. They shall also be required to receive and transmit over two-way radios.
• The candidate shall follow the instruction if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office.
• Operators are not authorized to place personal calls for employees, visitors or patients. Use of credit cards, collect calls and third-party calls are not permitted. Operators shall be polite and explain to callers when calls cannot be completed as requested. Operators shall be responsible for ensuring that no unauthorized long-distance calls are made through the switchboard. Personal calls while on duty shall be restricted for emergencies only. Information services include using the overhead paging system and Zetron radio paging system to relay messages, announcements and implement various procedures dictated by telecommunication and IT directives which include providing information concerning the health care system to patients and visitors.
• The candidate shall utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required.
• Emergency Calls and Alarm Systems: Operators may also be required to receive and transmit over two-way radios. Written procedures for response to these emergencies will be provided by the client. Operators shall make announcements on the public address system. A scripted procedure will be provided for emergency paging and guidelines for announcements on the public address system. All announcements must be made in a clear, efficient and polite manner, and as quickly as possible.
• The candidate shall assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary.
• Assist facility staff and patients, when necessary, in placing calls. Calls shall include but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls.
• Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation of this type arises.
• The candidate shall maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service.
• Upon request of callers, verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS).
• The candidate shall become familiar with the functions of the different services within the facility. With this knowledge, determine the area within the campus when the caller does not know the telephone extension.

JOB KNOWLEDGE

• The candidate shall have an understanding of Federal Telecommunications System (FTS)
• A complete understanding of the equipment presently installed: NEC DT300 or DT700 Telephones.
• Adequate technical expertise to be able to identify malfunctions and report them to the maintenance unit.
• Adequate knowledge of filing systems and procedures. Attention to details to ensure the accuracy of distributed documents/mail to the correct addressees.
• Well organized to prioritize the delivery of mail and documents. Attention to details to ensure the thoroughness and accuracy in placing various documents in the appropriate files and organizing them.
• Must develop a thorough knowledge of mission organizational structure and sufficient knowledge of specific jobs and individuals to effectively route incoming calls to the proper office.

EQUIPMENT

• Intellidesk Console Keyboards
• NEC DT300 or DT700 Telephones
• Various paging and alarms systems (Symplex Alarm System)
• Basic Siemens Optiset
• Swiss phone voice pager

EDUCATION, TRAINING, AND EXPERIENCE

• Completion of Secondary School is required
• Prior Work Experience: Six months to one-year Experience as a telephone operator/switchboard position and some exposure to the technical aspects of telephony to include trunking and key systems is required.

BENEFITS

• Health benefits (Health Insurance Services)
• Vacation and Holiday
• Workers' compensation