Call Center Representative

divh2Telephone Operator/h2pMust operate (cell phones, UAB paging, Access 3000, ASCOM phone) and/or monitor electronic telephone attendant console, a personal computer (PC), radio paging system, two-way radio, public address system, and other associated equipment. Have the ability to handle: emergency calls, medical emergencies, fire procedures, control groups, bomb threats, knowledge of the security alarms, disaster plans and other urgent matters as they arise./ppThe operator must work independently, carrying out recurring duties following established policies and procedures./ppThe operator must have the ability to problem solve and make decisions in emergency situations./ppOperators must 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 work condition./ppTelephone operator must be able to speak and understand English as a primary language with a high level of comprehension./ppOperators must have excellent customer service skills./ppBe able to assume the responsibility for placing a variety of special long-distance calls (e.g. conference calls, appointment calls) over varied circuits or routings, or performing information operator work./ppThe Candidate shall ensure that the switchboard is manned 24 hours per day, seven days per week, including holidays./ppThe Candidate shall provide general and patient information to direct person-to-person contacts/ppThe Candidate shall handle emergency calls, such as cardiac arrests, telephone or telephone system failure, fire alarms, control panel alarms, bomb threats, disasters, etc., by contacting the appropriate VA personnel and/or telephone technician/ppThe Candidate shall receive all incoming telephone calls and refer them to the requested party or to the most appropriate extension number./ppThe Candidate shall respond to telephone and/or Internet inquiries from customers seeking information and/or resources following a set standard./ppThe Candidate shall respond to all operator assisted calls within 30 seconds and initiate appropriate action(s) upon request from the caller./ppThe Candidate shall collect relevant caller data to assist with measurement, tracking and reporting activities./ppThe Candidate shall track inquires, questions and answers and provide resolution./ppThe Candidate must be familiar with the Communications Departmental Policies Procedures, Including Hospital Policies Procedures For Emergencies, Disasters, and other similar situations./ppThe Candidate must be able to Speak Clearly and in a Proper Tone So As To Be understood in all capacities./ppThe Candidate shall maintain and update Various On-Call Schedules./ppThe Candidate shall operate monitor and responds to fire and smoke alarms./ppThe Candidate shall provide directory information for both internal and external caller through computer system/ppThe Candidate should have ability to handle busy switchboard and emergency situations./ppThe Candidate should provide best customer service at all times while using good discretion and judgment./ppThe Candidate shall perform Other Duties as Assigned or Directed to Ensure Smooth Operation of the Department./ppRequirements/ppstrong MINIMUM REQUIRED SKILLS/EXPERIENCE: /strong/ppThe Candidate must have 1 -2 years of experience as a Telephone Operator./ppThe Candidate must be able to assume the responsibility for placing a variety of special long-distance calls (e.g. conference calls, collect calls, appointment 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./ppThe Candidate must 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 work conditions./p/div