Console Operator [20.5]

SELF-REALIZATION FELLOWSHIP CHURCH•Los Angeles, CA

3d•$19 - $22•Remote

About The Position

The Console Operator greets and directs calls to Self-Realization Fellowship (SRF) Headquarters with warmth, accuracy, and efficiency. The role handles a wide range of calls, including departmental calls, counseling calls, first-time inquiries, complaints, personal calls for monastics or employees, and emergency or crisis calls. The operator screens and connects calls for the monastic community as applicable, records, processes, and distributes new information, and adapts to changes in call-handling procedures. Other position-related tasks may be assigned. This is a part-time, hourly, non-exempt position of 20.5 hours per week. The schedule is Monday, 4:00 p.m.–8:00 p.m.; Tuesday, 4:30 p.m.–8:45 p.m.; Wednesday, 4:30 p.m.–9:15 p.m.; and Sunday, 12:00 p.m.–8:00 p.m. The position is remote for candidates residing in Southern California. The listed hourly salary range is $19.00–$22.30. The employer participates in E-Verify. It will provide the federal government with Form I-9 information to verify work authorization. If verification is unsuccessful, the employer will provide written instructions and an opportunity to contact DHS or SSA to resolve the issue before taking employment action, including termination.

Requirements

High school diploma or equivalent.
Pleasant and professional telephone voice, with clear enunciation and control of pitch, speed, and tone, including for foreign callers.
Basic computer skills and technical knowledge, including Microsoft Word, Excel, navigating the SRF website, and using internal operator programs for call handling.
Ability to handle a large volume of calls effectively.
Patience and composure under stress.
Responsible, organized, and attentive to detail.
Ability to function well in a multitasking environment.
Appreciation and respect for cultural and spiritual diversity.
Excellent verbal and written communication skills to relay messages accurately.
Ability to sit and/or stand for extended periods.

Nice To Haves

Knowledge of and experience with SRF principles and standards.
Previous operator experience.

Responsibilities

Stay current with SRF activities and events.
Use telephone-system features efficiently under time pressure, including the computer console, digital telephones, sign-outs or special information messages, and conference-call setup.
Use multiple computer applications simultaneously, including the Mitel console system and software, Center Reference program, and email.
Remain composed when handling urgent, emergency, difficult, VIP, problematic, or crisis calls.
Think quickly and use tact and discretion with difficult callers.
Work closely with other operators in a busy environment with ongoing ringing phones.
Show patience with callers who communicate unclearly or slowly, and maintain a mature, understanding attitude toward people’s behavior and mentalities.
Manage complaints constructively and exercise discretion when giving information to the public.
Provide schedule flexibility to fill in for others as needed and help when able during holidays.
Follow SRF policies and established processes, and maintain strict confidentiality.
Perform other position-related tasks as assigned.