Switchboard Center Operator

Mayo Clinic • Eau Claire, WI

3d

About The Position

The Switchboard Center Operator uses an electronic directory database to process incoming and outgoing calls from Mayo Clinic patients, visitors, and staff, providing communication assistance in a variety of situations. Following established hospital policies, the operator accurately and promptly follows general and emergency procedures, including making phone calls, overhead announcements, pages, and other electronic notifications. The operator assists callers in a polite, articulate, professional, and clear manner and must be able to search phonetically in a database.

The work can be repetitive and persistent, requiring courteous service throughout a full shift, the ability to multitask, and accurate processing of a high volume of calls over an extended period. The Switchboard operates 24 hours a day, so operators must be prepared to work any shift. The operator also 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.
• At least 1 year of telephone customer service experience; switchboard or call center experience is preferred.
• High level of concentration, memory retention, and attention to detail.
• Competency in spoken communication, interaction and versatility, decision-making and problem-solving, and multitasking.
• Accuracy and the ability to think and respond quickly in stressful or emergent situations.
• Strong communication skills and ability to work both with a team and independently.
• Ability to clearly speak, write, and understand English and to be understood when speaking English.
• Physical ability to view a computer monitor, hear in both ears, sit at a computer desk, and perform repetitive upper-body motions for an eight-hour shift.
• Must be prepared to work any shift because the Switchboard operates 24 hours a day.

Nice To Haves

• Telephone customer service experience in a switchboard or call center-like role.

Responsibilities

• Process incoming and outgoing calls from Mayo Clinic patients, visitors, and staff.
• Provide communication assistance to callers in a polite, articulate, professional, and clear manner.
• Follow established general and emergency procedures accurately and promptly.
• Make phone calls, overhead announcements, pages, and other electronic notifications.
• Search phonetically in the electronic directory database.
• Accurately multitask while handling a high rate of telephone calls over extended periods.
• Perform other related tasks and projects as directed.

What This Job Offers

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