PBX Operator-Receptionist

Government of the Virgin Islands

About The Position

Under the general supervision of a Division/Unit manager or designee, the PBX Operator-Receptionist operates an agency switchboard, processes calls, and transfers callers to the appropriate division or unit. The employee also performs clerical duties and provides support to personnel while establishing and maintaining good relations with callers. Work is reviewed for compliance with established guidelines, policies, and procedures. The role requires managing a large volume of incoming and outgoing calls while maintaining call logs, assisting visitors, and completing routine clerical tasks. The employee is expected to communicate effectively, use sound judgment with difficult calls, and maintain professionalism and composure. Work is performed in an office setting and is primarily sedentary, with some walking, standing, reaching, and carrying light objects.

Requirements

Completion of the twelfth grade or its equivalent from an accredited institution.
One year of experience in customer service or operating a switchboard.
Knowledge of the department's organization sufficient to direct the public to appropriate personnel, divisions, or units.
Knowledge of business English, spelling, and arithmetic.
Knowledge of modern telephone practices, procedures, and equipment.
Customer service and problem-solving skills.
Ability to operate a large switchboard under heavy-load conditions calmly and efficiently.
Ability to operate a computer with a monitor and keyboard and use basic computer software such as Microsoft Office.
Ability to use general office machines and equipment.
Ability to handle multiple tasks effectively and maintain composure under pressure.
Ability to answer calls and questions with a pleasant, well-modulated voice and proper grammar.
Ability to understand, follow, and relay oral and written instructions and perform general routine clerical tasks.
Ability to establish and maintain effective working relationships with coworkers and all persons contacted during the course of work.

Responsibilities

Answer incoming local and long-distance telephone calls efficiently and courteously.
Provide general information, connect callers to requested individuals, and place local, long-distance, and inter-office calls.
Greet and direct visitors and clients to appropriate staff members.
Receive, announce, and direct callers professionally while maintaining composure.
Provide routine, non-technical information and professionally resolve inquiries and complaints.
Record and deliver messages between departmental personnel and external parties.
Serve as a positive and helpful first point of contact for callers and maintain a professional image for the organization.
Perform routine clerical tasks with attention to detail.
Sort and prepare incoming and outgoing mail for distribution, including preparing labels, envelopes, vendor letters, returned checks, lists, and other documents.
Compile periodic reports summarizing the number of calls and visitors.
Maintain call logs and perform other related duties as assigned.