What are the responsibilities and job description for the Answering Service Responder, Level I position at Witt O'Brien's?
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Answering Service Operator Level I
Position Summary
We are seeking a skilled and dedicated Answering Service Operator to join our team. The primary responsibility of this role is to efficiently handle emergency calls related to propane leaks, provide timely and accurate information, and coordinate appropriate response actions to ensure the safety of individuals, property, and the environment.
Position Details
- Reports to: After-Hours Manager
- Location: Ogden, UT (Remote)
- Position Type: Regular Full-Time, Regular Part-Time, Seasonal
- FLSA Classification: Non-Exempt
- Pay: Hourly
- Shift: Must be available to work rotating shifts
- Travel Requirements: Less than 5%
Essential Functions
- Handle emergency calls for propane companies and various other businesses.
- Answer incoming calls in a timely, professional, and courteous manner.
- Must be capable of gathering and transcribing information with speed and accuracy.
- Communicate with client’s customers to determine a proper course of action and ensure a timely response for their needs.
- Provide safety advisories for any leak/odor or safety issues.
- Track leak/odor or safety issues in online spreadsheet to ensure the proper handling of critical calls.
- Ability to remain calm, courteous, and confident when answering calls.
- Contact client’s on-call representatives to provide customer information in a timely manner.
- Edit personal call logs made throughout the day for grammar, spelling, or protocol errors.
- Other duties as assigned.
Minimum Job Requirements
- High School Diploma or equivalent.
- Intermediate level skill with Microsoft Office products specifically Microsoft Teams.
- Intermediate level computer literacy supporting a variety of software platforms.
- Must be capable of typing 30 WPM.
- Punctual and dependable with the ability and willingness to work evenings, weekends, holidays, and on-demand (during emergencies).
- Adaptable and patient with the ability to remain calm and professional during times of heightened activity, uncertainty, ambiguity, rapid change, and fixed deadlines.
- Ability to communicate clearly, succinctly, and in a manner that appeals to a wide audience.
- Ability to triage complex situations and effectively transcribe information accurately.
- Capable of following a procedure and executing tasks as outlined within a procedure.
- Must have basic computer skills and be proficient in the use of Microsoft Office Suite.
- Other job duties as assigned.
Preferred Job Requirements
- Previous experience in emergency response, incident management, and/or law enforcement or security.
- 2-5 years in customer service in a call center environment.
Job Description Disclaimer
This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.
Commitment to Diversity
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Equal Opportunity Employer/Veteran/Disabled
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