Receptionist/Switchboard

Pay Range: $16.45 - $20.15

The Receptionist/Switchboard Operator is primarily responsible for operating the switchboard and providing oversight for the designated lobby. Uses multi-line telephone software to receive and transfer calls to departments. Greets visitors, responds to general inquiries, disseminates information, distributes documents and relays messages. Receives Lost and Found and updates database. Coordinates with the appropriate departments as necessary to ensure the lobby is clean, safe, secure, and properly maintained. Performs other administrative duties as assigned.

Essential Job Functions:

(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned.)

• Operates telephone /switchboard service.
• Answers internal and external calls.
• Greets and directs customers.
• Provides information and assistance regarding telephone numbers and certain types of calls.
• Produces ID cards.
• Receives Lost and Found and ensures proper accountability and temporary storage. Updates database. 
• Keeps immediate supervisor well informed of activities and problems.
• Performs general administrative duties as assigned.
• Responds to serious incidents, crises, and emergencies in accordance with established policies and procedures.
• Complies with HRT policies.
• Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Performs other duties as assigned by management to meet the needs of the department.

Required Knowledge, Abilities and Skills essential to Job Functions:

• Ability to deal with the public in a pleasant, positive manner.
• Demonstrates effective written and oral communication and interpersonal skills to be evaluated on an ongoing basis.
• Ability to deal with emergency situations in a calm, efficient and prompt manner.
• Ability to be tactful when dealing with the public in difficult situations.
• Can be trusted to perform duties in a proper and honest manner.
• Ethical and keeps important information confidential.
• Must have a sense of urgency and be dedicated to meeting the expectations and requirements of both internal and external customers.
• Able to manage issues and multiple priorities with little or no direction.
• Exceptional customer service and interpersonal skills and able to interact as liaison with all Hampton Road Transit departments.
• Ability to work independently and multi-task work in a fast-paced environment. 
• Demonstrates strong problem-solving skills, a strong work ethic and attention to detail.

Required Software Knowledge and Skills essential to Job Functions:

Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential (training will not be provided). Basic problem-solving skills associated with software applications used is expected. Software usage relevant to job duties will be evaluated.

Software applications:

Proficient in Microsoft Office, Word, Excel, Outlook, Avaya Phone System, ID Card Database

Safety Responsibility:

Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures and policies. Take an active part in reporting unsafe conditions and any hazards within the workplace to their Supervisor, Manager and/or the Safety Department.

Training and/or Education:

High school diploma or GED

Required Experience:

Minimum of one to two years of customer service experience and or switchboard and strong interpersonal and communication skills required.

Licenses or Certifications

Possess a valid Driver's License. Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).

Special Requirements:

Must have knowledge of all transit services, routes, transfer points, fares and company policies. This position is classified as essential personnel.

FLSA Status:

Non-Exempt

Physical Demands:

Work requires operation of switchboard, telephone equipment, and computer. Must be able to lift and carry 25 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Unusual Demands:

Must be flexible for scheduling work hours if required. Reporting to work during severe weather conditions may be required. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work involves meeting multiple tasks in a timely manner with detail given to prompt resolution. Duties may require some overtime.

HRT is proud to be an Equal Opportunity Employer. If you need reasonable accommodations to complete the HRT employment application and/or the interview, contact HRT Human Resources at View phone number on click.appcast.io or email View email address on click.appcast.io.