Call Center Operator

HeiTech Services • Bethesda, MD

2d • Onsite

About The Position

The Call Center Operator provides front-line operator services for the NIH CIT Emergency Call Center. This role supports general informational calls, emergency call handling, paging requests, teleconferencing, TTY support, interpreter-service coordination, database updates, and related administrative tasks in a mission-essential 24/7/365 environment.

Requirements

• High school diploma or an associate degree.
• Approximately two (2) years of call center experience preferred.
• Telephony experience is a plus.
• Strong verbal communication, listening skills, accuracy, and attention to detail.
• Ability to remain composed during urgent or high-volume call activity.
• Basic ability to learn call-center systems, databases, schedules, and operational procedures quickly.

Nice To Haves

• Telephony experience is a plus.

Responsibilities

• Receive and initiate telephone calls and support incoming and outgoing customer interactions for the NIH community and the public.
• Activate emergency pages, overhead pages, and related no-fail call workflows with 100% accuracy and timeliness.
• Support Code Blue, Fire, STAT, Brain Code, DART, operating-room call team, and other emergency protocols as trained.
• Provide NIH directory and general information assistance; support conference calls, long-distance/international calls, facsimiles, and publication inquiries.
• Assist the hearing-impaired/deaf community using TTY-enabled tools and support language interpreter services through CYRACOM.
• Update on-call schedules, logs, non-electronic references, and database records in SPOK and related systems.
• Support report generation and accurate documentation of call-center activities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree