Switchboard Operator

Nitelines Usa•Fresno, CA

2d•Onsite

About The Position

The Switchboard Operator will be responsible for answering and processing all incoming calls, both internal and external, within three rings. The role requires polite, efficient, and friendly communication, even during high-stress periods. Operators will handle emergency alarms, codes, bomb threats, fires, and disasters, and will also be required to use two-way radios. They must ensure no unauthorized long-distance or collect calls are made or accepted. The position involves using various communication systems including facility radio, overhead paging, pocket paging, and code-paging systems. Additionally, operators will assist with outgoing calls, coordinate multi-station connections, and help facility staff and patients with placing calls. They will also explain call completion issues to users and maintain a log of telephone equipment malfunctions, reporting them to Information Resources Management Service (IRMS). Operators will access the messaging system daily to send messages regarding customer requests.

Requirements

All acceptable personnel shall receive training in procedures and policies.
No personnel shall be assigned to work until initial orientation and training are completed.
Personnel shall wear comfortable clothes appropriate for an office environment.
All personnel shall be required to wear a provided identification badge.
Personnel shall have automobile liability insurance in order to drive or park at facility.

Responsibilities

Answer and process all incoming calls within three rings.
Answer incoming calls politely, efficiently, and in a friendly manner, even during heavy workload and crisis periods.
Route incoming calls appropriately throughout the facility.
Receive collect calls, only if authorized, and obtain and record time and charges.
Provide immediate, professional responses to and recording of emergency alarms, codes, bomb threats, fires, and disasters.
Receive and transmit over two-way radios.
Follow instructions if a bomb threat is received.
Ensure that no unauthorized long distance calls are made and no unauthorized collect calls are accepted.
Utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required.
Assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary.
Assist facility staff and patients, when necessary, in placing calls.
Politely, efficiently, and in a friendly manner explain to users why calls cannot be completed as requested.
Maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service.
Report telephone equipment malfunctions to Information Resources Management Service (IRMS).
Access messaging system daily and send messages to the appropriate office location with a brief description of the customer’s request.