Console Operator [20.5]

POSITION SUMMARY:

Greets and directs all calls to Self-Realization Fellowship (SRF) Headquarters with warmth, accuracy and efficiency. Responds responsibly to a wide range of calls, which include departmental calls, counseling calls, first time inquiries, complaints, personal calls for monastics or employees, emergency and/or crisis. Screens and connects calls for the monastic community, as applicable Records, processes, and distributes ongoing new information and is able to adapt quickly to ongoing changes in call handling. Other position-related tasks, as assigned. RESPONSIBILITIES: Stay current with SRF activities and events. Efficiently utilizes various telephone system features under time pressure (e.g., using the computer console, digital telephones, process "sign-outs" or special information messages on computer, set up conference calls). Standard computer skills to learn to use multiple applications simultaneously (Mitel console system and software program, Center Reference program and e-mail). Ability to remain composed when receiving urgent, emergency or difficult calls including VIPs, problematic callers and crisis situations. Ability to think quickly, using tact and discrimination with difficult callers. Works closely with other operators in an often-busy environment with ongoing ringing of phones. Patience for callers who cannot communicate clearly or speak slowly. Mature and understanding attitude towards people's behavior and mentalities. The ability to manage complaints constructively. Exercises discretion when giving out information to the public. Flexibility with schedule to fill in for others as needed and help as able during holidays. Responsible to follow SRF's policies and established processes. Honor and maintain a strict level of confidentiality. Responsible to follow SRF's policies and established processes. Other position-related tasks, as assigned. Knowledge of and experience with SRF principles and standards preferred. Pleasant and professional telephone voice. High school diploma or equivalent. Good vocal control: ability to enunciate clearly, have control of pitch, speed, and tone of voice for foreign callers. Basic computer skills and technical knowledge, including Microsoft Word, Excel, navigation of SRF website, and internal operator programs for handling calls. Ability to handle a large volume of calls effectively. Patience and composure under stress. Responsible and organized, aware of details The ability to function well in a multi-task environment. Appreciation and respect for cultural and spiritual diversity. Previous operator experience is preferred. Comfortable with operating headsets, digital telephones, pagers. Excellent verbal and written communication skills to relay messages accurately. The ability to sit and/or stand for extended periods.

ADDITIONAL DETAILS:

This is a part-time (20.5 hours per week), hourly non-exempt position. The weekly schedule is: Monday (4pm to 8pm), Tuesday (4:30pm to 8:45pm), Wednesday (4:30pm to 9:15pm), and Sunday (12pm to 8pm). The position is remote for those residing in Southern California. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. No phone calls please. Yoga Nanda