Switchboard Operator

A Switchboard Operator in Workforce Solutions for South Texas serves as the first point of contact for clients, employers, and other stakeholders, providing courteous and efficient phone support. This role includes managing incoming calls, directing inquiries to the appropriate staff or departments, and providing basic information about workforce development programs and services. The operator maintains an organized and professional approach to handling high call volumes, updates contact directories, and may assist with scheduling appointments or providing general assistance to walk-in clients. Excellent communication and customer service skills are essential for supporting a positive experience for all callers and visitors.

Essential Project Responsibilities

1. Project Execution

• Complete assigned tasks within established timelines, scope, and quality standards.
• Deliver accurate and high-quality work products aligned with project objectives.
• Identify potential issues and collaborate with team members to develop effective solutions.

2. Collaboration and Communication

• Maintain regular communication with supervisors regarding progress, challenges, and potential delays.
• Work cooperatively with staff, partners, and stakeholders to support program objectives.
• Share knowledge, best practices, and resources that contribute to team success.

3. Risk Management

• Proactively identify operational risks or service concerns.
• Participate in developing and implementing solutions to minimize risk and service disruptions.

4. Adherence to Project Plans and Standards

• Follow established schedules and meet required deadlines.
• Comply with all project procedures, methodologies, and performance standards.

5. Continuous Improvement

• Participate in team reviews, lessons learned, and process improvement activities.
• Provide constructive feedback to improve program effectiveness and efficiency.

6. Resource and Cost Management

• Utilize assigned resources responsibly and efficiently.
• Support cost-control efforts through effective use of time and materials.

7. Accountability and Professional Responsibility

• Take ownership of assigned duties and deliverables.
• Adhere to professional ethics, confidentiality requirements, Texas Workforce Commission (TWC) guidelines, and SERCO of Texas policies and procedures.

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Duties and Responsibilities

1. Support and promote the mission, vision, and values of SERCO.
2. Operate telephone, switchboard, intercom, and public address communication systems.
3. Answer incoming calls, greet callers professionally, provide information, transfer calls, and take accurate messages.
4. Route emergency calls according to established procedures.
5. Page staff members using appropriate communication equipment when necessary.
6. Receive, relay, and route written and verbal messages.
7. Place outgoing calls and coordinate conference calls as directed.
8. Perform clerical duties including data entry, typing, and proofreading, scheduling appointments, maintaining records, and sorting mail.
9. Escalate unresolved customer inquiries to management or designated staff.
10. Maintain a clean, organized, and professional work area.
11. Answer basic questions regarding Workforce Development programs and services using approved reference materials.
12. Assist walk-in customers and provide general customer service support.
13. Perform additional duties as assigned.

Required Skills and Competencies

• Strong written and verbal communication skills.
• Excellent customer service and interpersonal skills.
• Ability to listen attentively and respond appropriately to customer needs.
• Strong reading comprehension and ability to understand work-related documents.
• Effective problem-solving and critical-thinking abilities.
• Ability to communicate information clearly and accurately.
• Service-oriented mindset with a commitment to assisting customers.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced environment while managing multiple task

Education and Experience

Required Qualifications

• High School Diploma, GED, or equivalent.
• Experience using office equipment and administrative systems, including word processing, file management, data entry, and recordkeeping.
• Ability to provide professional customer service and communicate effectively with customers, staff, and community partners.

Preferred Qualifications

• Two (2) years of experience in customer service, reception, call center operations, or other customer-facing environments.
• Some college coursework in Business Administration, Communications, Public Administration, or a related field.
• Experience working in workforce development, public service, or community-based programs.

Special Requirements

• Valid Texas Driver License.
• Current automobile liability insurance as required by the State of Texas.
• Access to reliable transportation for travel within the service area when required.

Physical Demands

While performing the duties of this position, the employee may be required to:

• Sit, stand, and walk for extended periods.
• Operate standard office equipment and communication systems.
• Drive for extended periods as required.
• Occasionally lift and/or move up to 25 pounds.
• Set up display materials, outreach tables, or presentation areas as needed.

Work Environment

• Fast-paced and customer-focused environment.
• Frequent interaction with customers, staff, and community partners.
• Continuous verbal and written communication throughout the workday.
• Requires the ability to manage multiple priorities while maintaining professionalism and accurac

General Acknowledgment

Employees are expected to comply with all SERCO policies, procedures, and standards of conduct and to serve as role models in demonstrating adherence to organizational policies and professional expectations.