Switchboard Operator

Principle Choice Solutions LLC•Atlanta, GA

2d•Hybrid

About The Position

The Switchboard Operator serves as the primary point of contact for incoming calls to a federal customer and is responsible for operating a multi-line telephone console, routing callers to the appropriate offices or personnel, providing approved directory and general information assistance, and supporting emergency notification protocols. The position ensures callers receive professional, timely, and accurate assistance while supporting uninterrupted communications operations.

Requirements

Employment is contingent upon obtaining and maintaining a favorable Tier 1 background investigation (SF 85) and HSPD-12 Personnel Identity Verification (PIV) or Common Access Card (CAC) credential and enrollment in the Continuous Vetting (CV) program.
High school diploma or equivalent required.
Minimum one year of experience operating a multi-line telephone system, reception desk, call center console, or similar communications position.
Strong customer-service skills with a professional, courteous, and articulate speaking voice.
Ability to type at least 30 words per minute and navigate directories and software systems while actively handling calls.
Basic proficiency with Microsoft Outlook, Microsoft Teams, and web-based directory applications.
Ability to remain calm and follow procedures during high-volume or emergency call situations.
Must be a U.S. citizen; work sponsorship is not available due to federal security restrictions.

Nice To Haves

Familiarity with VoIP, PBX, Cisco, Avaya, Teams Calling, or similar communications systems is preferred.
Experience supporting a federal facility, military installation, courthouse, healthcare facility, or government agency is preferred.

Responsibilities

Answer a high volume of incoming calls promptly, professionally, and in accordance with customer greeting and etiquette standards.
Screen callers to determine the nature of requests and route calls to the appropriate government office, contractor point of contact, or voicemail box.
Provide accurate general information including office hours, contact information, extensions, and facility information using approved directories and resources.
Operate and manage multi-line VoIP or PBX telephone systems, including transferring, conferencing, holding, and paging functions.
Support after-hours, overnight, weekend, and holiday coverage requirements as required by contract operations.
Maintain and update telephone directories, extension lists, on-call rosters, and duty officer contact lists.
Coordinate with directory administrators to ensure staffing and contact information remains accurate and current.
Track call volume, misrouted calls, and directory errors for operational reporting and continuous improvement efforts.
Serve as the initial point of contact for emergency calls received through the switchboard and follow established Emergency Action Plan procedures.
Initiate authorized paging, overhead announcements, and mass-notification procedures during emergency situations.
Notify designated duty officers, Facility Security Officers, emergency responders, and other personnel in accordance with site protocols.
Maintain accurate logs and records for emergency, medical, safety, and security-related calls.
Provide backup receptionist or visitor support functions when assigned.
Maintain confidentiality of caller information and internal directory information.
Comply with all site security requirements, telecommunications policies, customer rules, and company standards of conduct.
Report suspicious calls, bomb threats, harassment concerns, adverse information, or security incidents in accordance with site procedures and federal guidance.
Perform other related duties as assigned to support communications and facility operations.