Call Center Rep (Switchboard Operator)

divh2Job Title/h2pPOSITION OVERVIEW/ppOperators should assume the responsibility for placing a variety of special calls (e.g., conference calls, long distance calls, and local calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization./ppShall have the ability to meet and deal with people from a variety of backgrounds, with varying levels of understanding, work under pressure and stressful conditions, and adapt to changing working conditions./ppAnswer all incoming calls using the MEDVAMC Standard Greeting in a polite, efficient, and friendly manner, even during heavy workload or crises./ppProvide general information such as visiting hours and directions to the Medical Center./ppOperate emergency call and alarm systems, including Code Blue, fire, disaster, Code Green, Code Brown, and other urgent notifications./ppUse audio, radio, and digital paging systems, and maintain relevant records./ppRespond to patient and employee locator inquiries using computer terminals and published rosters./ppOperate the public address and radio paging systems as required, particularly during emergencies./ppHandle threatening or suicidal calls calmly and professionally, follow suicide prevention protocols, and notify proper authorities./ppMaintain up-to-date on-call personnel and essential staff schedules./ppUtilize two-way radios to communicate with Police and provide assistance during emergencies./ppMaintain workspace security and prevent unauthorized access./ppAdhere to ADP and Privacy Act guidelines for securing printed and electronic data./ppAssist with placing commercial and FTS (Federal Telecommunication System) calls./ppReport telephone equipment malfunctions and log service complaints./ppDocument and record long-distance/toll calls and emergency responses./ppUse paging and overhead systems to support Medical Center operations./ppREQUIREMENTS/ppCITIZENSHIP REQUIREMENT: US Citizenship/ppEDUCATION AND QUALIFICATIONS: High School Diploma or equivalent/ppMINIMUM REQUIRED SKILLS/EXPERIENCE:/ppMust have with at least three years of telephone switchboard operating experience, of which one year involved substantial responsibility for placing a variety of special calls (e.g., conference calls, long distance calls, and local calls) over varied circuits or routings./ppCapable of placing various types of calls and performing operator services that require familiarity with large, multi-division organizational units./ppMust effectively deal with individuals from diverse backgrounds and work under pressure./p/div