Switchboard Operator

Penn National Insurance•Harrisburg, PA

4d•Onsite

About The Position

The Switchboard Operator is responsible for processing incoming telephone calls for all of Penn National Insurance Offices and subsidiaries by gathering details to determine who the customer needs to speak with, then conferencing and introducing the customer to the other party. The Customer Contact Center takes an average of over 20,000 calls each month. CORPORATE CORE COMPETENCIES Customer Focused Talent Development Mindset Effectively Communicates and Connects Demonstrates Adaptability Demonstrates Accountability POSITION COMPETENCIES Attention to Details Quality Orientation Planning & Organizing Positive Approach Applied Learning ESSENTIAL DUTIES AND RESPONSIBILITIES Demonstrates honesty; keeps commitments made to others; behaves in a consistent manner; keeps sensitive information confidential; adheres to moral, ethical, and professional standards, regulations, and organizational policies. Listens to others and objectively considers their ideas and opinions, even when they conflict with own. Answer incoming calls, gather details, then conference the customer to the appropriate party. Operates telephone hardware with accuracy. Simultaneously uses multiple systems to assist customers. Works directly with internal and external customers and presents a high level of professionalism and customer service at all times. Takes immediate action when confronted with a problem or when made aware of a situation. Ability to recognize a security risk situation and respond as trained by Penn National Insurance. Provide a prompt, accurate, kind and professional customer experience. Learn and apply general knowledge of company procedures. ADDITIONAL RESPONSIBILITIES Supports other areas of the division and Customer Contact Center Team as requested. Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback. Performs various projects requested or assigned by Team Leader, Customer Contact Center. SPECIAL RELATIONSHIPS Daily contact with external and internal customers via the telephone. Directs any telephone problems to the Customer Contact Center Group Leader or Analyst.

Requirements

High school diploma preferred
Previous customer service and/or call center experience provided
PC skills required.
Very strong customer service and communication skills
Understands and applies company guidelines during a crisis situation
Have knowledge of, or be trained to understand the various departments within Penn National Insurance and its subsidiaries, and their primary functions
Must be able to see and effectively use a computer monitor.
Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
Must be able to access and enter information accurately using automated systems.
Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
Must be able to present information to individuals and groups.
Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
Must be able to maintain acceptable attendance and adhere to scheduled work hours of 8:00 AM – 4:30 PM.

Responsibilities

Answer incoming calls, gather details, then conference the customer to the appropriate party.
Operates telephone hardware with accuracy.
Simultaneously uses multiple systems to assist customers.
Works directly with internal and external customers and presents a high level of professionalism and customer service at all times.
Takes immediate action when confronted with a problem or when made aware of a situation.
Ability to recognize a security risk situation and respond as trained by Penn National Insurance.
Provide a prompt, accurate, kind and professional customer experience.
Learn and apply general knowledge of company procedures.
Supports other areas of the division and Customer Contact Center Team as requested.
Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback.
Performs various projects requested or assigned by Team Leader, Customer Contact Center.
Directs any telephone problems to the Customer Contact Center Group Leader or Analyst.