PBX CARE Operator

SUMMARY:

This position is primarily responsible for operating switchboard to relay incoming, outgoing, and interoffice calls by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Core duties and responsibilities include the following. Other duties may be assigned.
• Uses private branch exchange (PBX) switchboard to connect interoffice and house calls. Answers, screens, and routes outside calls.
• Supplies information to callers and records messages, or directs to recipient's voice mail. Keeps record of toll calls placed from inter office locations.
• Performs clerical duties such as filing and reports preparation. Receives and processes all Guest requests and/or complaints.
• Dispatches all appropriate/responsible Department personnel to effect repairs and/or make other delivery of services.
• Operates paging system, and two-way master radio to relay in-house announcements or call individuals to phone.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Collects and researches data; Uses intuition and experience to complement data. Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Calls Guests to confirm completion of services and solicits customer feedback to improve service; Meets commitments to Guests.
• Interpersonal Skills - Interacts well with Unit Team members and other interfacing department personnel. Displays cooperation and professional attitude towards achieving satisfactory results for Guest requests. Keeps emotions under control; Remains open to changes in work procedures as necessary.
• Oral Communication - Speaks clearly, in positive or negative situations; listens and gets clarification; Responds well to questions;
• Written Communication - Writes clearly and informatively on work logs. Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Contributes to building a positive team spirit; Puts success of team above own interests;
• Attendance/Punctuality - Is consistently at work and on time;Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions;
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must be able to multi-task and ensure guest requests are fulfilled.

EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Must be able to converse read and write in basic English,

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

REASONING ABILITY:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.