Switchboard Center Operator

Mayo Clinic • Eau Claire, WI

11d

About The Position

The Switchboard Operator utilizes the electronic directory database and is responsible for processing incoming and outgoing calls from Mayo Clinic patients, visitors and Mayo Clinic staff, providing the necessary communication assistance in a variety of situations. In accordance with established hospital policies, the Switchboard Operator is responsible for following all general and emergency procedures accurately and in a timely manner. This includes making phone calls, overhead announcements, pages and other electronic notifications. The Switchboard Operator assists all callers in a polite, articulate, professional and clear manner. Ability to search phonetically in a database is required. Responsibilities and tasks can be repetitive and persistent but must be supported in a courteous manner through the duration of a full shift. Switchboard Operator must be able to multitask and accurately process a high rate of telephone calls over an extended period of time. The Switchboard is operational 24 hours a day, and preparation to work any shift is required of all operators. Performs other related tasks and projects as directed.

Requirements

• high school diploma or equivalent (G.E.D)
• computer and keyboarding experience
• general telephone and telecommunications knowledge
• high level of concentration, memory retention and attention to detail
• minimum of 1 year telephone customer service experience, preferably in a switchboard or call center like role
• competency in spoken communication, interaction and versatility, decision making and problem-solving skills, and multi-tasking
• accuracy
• ability to think and respond quickly in stressful or emergent situations
• strong communication skills
• ability to work both with a team and independently
• ability to view a computer monitor
• ability to hear in both ears
• ability to sit at a computer desk
• ability to perform repetitive upper body motions for an eight-hour shift
• ability to clearly speak, write and understand English language
• ability to be understood while speaking the English language

Responsibilities

• processing incoming and outgoing calls
• providing communication assistance
• following general and emergency procedures
• making phone calls, overhead announcements, pages and other electronic notifications
• assisting all callers in a polite, articulate, professional and clear manner
• multitasking and accurately processing a high rate of telephone calls
• performing other related tasks and projects as directed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED