Penn National Insurance has a great opportunity for a Switchboard Operator to join our customer care team! This is a hybrid position reporting to our Harrisburg Home Office.
The Switchboard Operator is responsible for processing incoming telephone calls for all of Penn National Insurance offices and subsidiaries by gathering details to determine who the customer needs to speak with, then conferencing and introducing the customer to the other party.
The Switchboard Operator is responsible for processing incoming telephone calls for all of Penn National Insurance offices and subsidiaries by gathering details to determine who the customer needs to speak with, then conferencing and introducing the customer to the other party.
Competencies and Essential Duties of the Switchboard Operator
Team Building :
- Demonstrates honesty; keeps commitments made to others; behaves in a consistent manner; keeps sensitive information confidential; adheres to moral, ethical, and professional standards, regulations, and organizational policies
- Listens to others and objectively considers their ideas and opinions, even when they conflict with own
Attention to Details :
Answers incoming calls, gather details, then conference the customer to the appropriate party. Operates telephone hardware with accuracy. Simultaneously uses multiple systems to assist customersQuality Orientation :
Provides a prompt, accurate, kind and professional customer experienceWorks directly with internal and external customers and presents a high level of professionalism and customer service at all timesPlanning and Organizing :
Takes immediate action when confronted with a problem or when made aware of a situationPositive Approach :
Ability to recognize a security risk situation and respond as trained by Penn National InsuranceSupports other areas of the division and Customer Contact Center Team as requestedApplied Learning :
Learns and apply general knowledge of company proceduresPuts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedbackPerforms various projects requested or assigned by the Group Leader Customer Contact Center
Special Relationships of the Switchboard Operator
Daily contact with external and internal customers via the telephoneDirects any telephone problems to the Customer Contact Center Group Leader or AnalystQualifications for the Switchboard Operator
Education / Credentials :
High School Diploma or equivalent requiredExperience :
Previous customer service and / or call center experienceTechnical / Professional Knowledge :
PC skills are necessaryVery strong customer service and communication skillsUnderstands and applies company guidelines during a crisis situationHave knowledge of, or be trained to understand the various departments within Penn National Insurance and its subsidiaries, and their primary functionsJob Requirements (as required by ADA) :
This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.Must be able to see and effectively use a computer monitor.Must be able to operate a computer, keyboard and applicable printers and other general office equipment.Must be able to access and enter information accurately using automated systems.Must be able to hear and communicate via the telephone and / or monitoring devices to both internal and external clients.Must be able to present information to individuals and groups.Must be able to interpret and apply concepts that may or may not be based upon established guidelines.Must be able to maintain acceptable attendance and adhere to scheduled work hours.Must have a valid driver's license and be able to operate a motor vehicle.Must be able to travel, with overnight stays required.
