Switchboard Operator

NEEDED: Switchboard Operators

LOCATION: Fresno, CA 93703

SCHEDULE: (Shifts)

• Work performed twenty-four (24) hours a day, seven (7) days a week, fifty-two (52) weeks a year, including all holidays. The shifts may include days, evenings and nights.
• Work includes coverage of the following equipment: console switchboard, fax machine and audio, radio, visual and pocket paging systems, and reporting and recording trouble calls and moves, adds and changes (MACS)

QUALIFICATIONS:

• All acceptable personnel shall receive training in procedures and policies.
• No personnel shall be assigned to work until initial orientation and training are completed.
• Personnel shall wear comfortable clothes appropriate for an office environment.
• All personnel shall be required to wear a provided identification badge.
• Personnel shall have automobile liability insurance in order to drive or park at facility.

JOB DUTIES:

• Telephone/Switchboard Operators' Tasks

• Answer and process all incoming calls.
• All incoming calls both internal and external shall be answered within three (3) rings
• Answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crisis periods. Calls shall be answered in priority order.
• Incoming calls shall be routed appropriately throughout the facility.
• Receive collect calls, only if authorized and obtain and record time and charges.
• Responsible for immediate, professional responses to and recording the following: emergency alarms, codes, bomb threats, fires and disasters. They shall also be required to receive and transmit over two-way radios.
• Follow instructions if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office.
• Responsible for ensuring that no unauthorized long distance calls are made and no unauthorized collect calls are accepted.
• Shall utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required.
• Assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary.

• Assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls.
• Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation of this type arises.
• Reporting Telephone Equipment Malfunctions:
• Maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service.
• Upon request of callers, verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS)
• Enter messages in Phone Message Manager:

• Operators will access messaging system daily
• Applicable calls will require a message to be sent to appropriate office location with brief description of customer’s request

BENEFITS: Competitive hourly pay rate, accrued vacation, accrued sick leave, 11 paid federal holidays, 401K opportunity, and healthcare benefits contribution.