Call Center Operator

Job Summary

Under general supervision performs responsible independent work in the operation of a Call Center Operator's Console. Work involves using an operator console to accurately answer and place calls, looking up individual and departmental phone numbers, remembering names and locations of personnel, and other organizational routines. Work may also include keeping and updating records related to operator duties Work is performed under the general supervision of an supervisor who reviews work for conformance to procedures.

Essential Functions

1. Answers incoming local and long-distance calls and makes the proper connection to the person or department requested.

May place outgoing local or long-distance calls.

2. Answers routine technical questions and refers more advanced questions to the proper person or department.

3. May act as an emergency receptionist, registering details of the emergency and then escalating the issue to the proper person or department.

4. Assists in identifying discrepancies in the phone directory and notifying the appropriate person or department responsible for maintaining the phone directory.

5. Records telephone troubles and reports the issues to support staff or supervisor.

6. Performs other duties as assigned.

Probation: 6 months

Qualifications

Open Requirements: Ability to read, write and speak English. Must have had at least two years' experience in the operation of a Call Center Operator or related switchboard experience.

Promotional Requirements: NA

Licensing/Certification/Registration: NA

KNOWLEDGES, SKILLS AND ABILITIES:

• Ability to learn the location of departmental areas and personnel served by the Call Center Operator Console
• Ability to operate a Call Center Operatorbility to learn and follow School Board policies and procedures
• Ability to keep records and report
• Ability to speak English clearly
• Ability to read and comprehend directives
• Knowledge of directory compilation
• Ability to establish and maintain satisfactory working relationships with the public, administrators, and fellow employees