Description:

Telecommunications Attendant Trainee

Job purpose

Under general supervision, Telecommunications Attendants act as the primary point of public contact to answer, process, page and direct calls serving the faculty, staff and students of the University, Medical Center and SLAC. This includes handling the critical calls associated with the Medical Center and Lucile Packard Children's Hospital. Telecommunications Attendants report directly to the Supervisor of the Operator Services Unit (OSU) and work under the daily routine direction of the shift Lead. Attendants work independently as well as share group responsibilities with other employees as needed.

Job responsibilities

The duties listed under the Duties/Responsibilities section are designed to provide a representative sampling of key tasks and/or responsibilities associated with the job. They are not intended to be a complete list of all the duties performed by employees in the classification.· Provide directory listings and information; connect callers to the appropriate department, faculty or staff member, physician, patient or student; establish conference calls.

Quote long-distance calling rates; clarify system dialing capabilities; provide general assistance in using telephone and paging systems.

Page Medical Center doctors and staff for incoming callers; announce pages within the Medical Center; provide both general and specific doctor-patient support during off-hours using on-call rosters and other pertinent reference documents, electronic and hard copy.

Dispatch medical emergency teams for the Medical Center in response to medical alert notifications (e.g., cardiac arrest, trauma, fire, chemical spills, disaster recovery, and police emergencies). · Provide off-hours coverage and support for client entities.
Utilize call center and collaboration applications and systems to ensure first call resolutions.

Carry out various administrative tasks, including maintaining information and paging directory databases, creating internal reports, reference material and archives, performing system diagnostics, test routines or system searches, and processing internal forms.

Participate in process and performance improvement efforts: This includes regularly acting as a mentor to co-workers in the effort to improve call handling and customer services skills, assisting with training of co-workers, and reviewing, updating, and suggesting improvements to processes and process documentation.

Adhere to safety rules.

Requirements:
Experience working in a customer service-oriented environment, with demonstrated ability to handle high volumes of calls, preferably in a university or medical center setting.

Polished telephone etiquette and manner, and ability to communicate clearly and effectively in English; reading, writing and spelling skills.

Ability to interface effectively with high-level professionals, managers, supervisors, and other clients.

Ability to exercise tact and diplomacy under pressure.

Ability to operate all telecommunications equipment, with demonstrated computerized keyboard skills (corrected typing rate of 40-50 words per minute).

Hands-on experience with MAC or DOS systems and console operations. Familiarity with automated paging systems.

Ability to work in a team environment and effectively contribute as a member of a team.

Have a thorough knowledge of client (University, Medical Center, SLAC), of dispatch procedures and routines, and a knowledge of medical terminology and disciplines.

Top 3 requirements:

Call center experience, flexibility, type 35 wpm

Physical Requirements

Constantly stand/walk, sitting, use a computer, use a telephone, grasp lightly/fine manipulation.

Ability to be on duty without leaving the console for three or more hours at a time.

Requirement

Should have used phone technology and able to work multitasking.

Years of experience :

4 years (Preferred)

Working Conditions

May be required to work overtime on weekends holidays, or on changing and/or unscheduled shifts; requires maintaining means of contact during off-hours (for example, a current telephone number or beeper).

Required to remain on duty without leaving the console for three or more hours at a time.

Work Standards
Interpersonal Skills: Demonstrates the ability to work well with client colleagues and clients and with external organizations.

Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

Subject to and expected to comply with all applicable client policies and procedures, including but not limited to the personnel policies and other policies found in the client's Administrative Guide

Notes:

Number of?hours?per week: 40
Onsite
3 to 6 weeks will be training M-F 5 am to 5 pm,
After training- Shift will be fixed between 5 am to 11.30 PM and they will be notified prior to work.