Telephone Operator

Fox•Los Angeles, CA

3d•Onsite

About The Position

The FOX Studio Lot is looking for a Telephone Operator to join their team. This role actively participates in the day-to-day operations, including operating the switchboard to connect internal and external callers. The operator will respond to incoming requests via various channels, identify, diagnose, prioritize, log, and dispatch the appropriate team using an electronic ticketing system. They will provide updates on request status and completion, ensure high levels of customer service, and offer back-up support for other administrative departments. The role also involves logging and reporting suspicious calls, coordinating service requests, and performing general clerical duties.

Requirements

Recent prior experience working in a Call Center, Help Desk or other environment with heavy incoming telephone calls.
Possess strong general knowledge of Call Center, Help Desk or PBX operations.
Excellent written and verbal communication skills.
Excellent customer service, time management, interpersonal, organizational and analytical skills.
Aptitude to coordinate multiple concurrent activities and multifaceted service requests.
Maintain confidentiality of company and customer information, data and materials.
Dependable/reliable person with excellent attendance record.
Valid California driver's license (without restrictions).
Ability to operate in a dynamic, fast paced, demanding startup environment.
Ability to train across multiple job functions.
Ability to readily adapt to changing requirements.
Ability to work cooperatively and collaboratively with all levels of staff, employees, tenants and vendors.
Ability to gain and retain comprehensive knowledge of all equipment, tools and software used in the Call Center as well as supported services.
Ability to listen carefully and respond quickly and effectively.
Able to follow standardized operating procedures.
Able to manage multiple priorities and follow through on assignments.
Able to learn and retain large amounts of general information about the Company.

Nice To Haves

Able to work nights and weekends as needed.
Able to work overtime with short notice.

Responsibilities

Operate the switchboard, connecting internal and external callers with the appropriate individual or department.
Respond to incoming requests (e.g., e-mails, telephone calls, voicemail, or in person) and accurately identify, diagnose, prioritize, log, and dispatch the appropriate team.
Utilize the electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of all requests.
Provide updates, status, and completion information to staff and/or users via telephone, e-mail, or in-person communication.
Ensure the highest level of customer service and professionalism.
Provide back-up support for other administrative departments or job functions.
Promote and sustain a professional, positive, productive, and safe work environment.
Act as the direct liaison to employees, customers, tenants and service personnel.
Log and report suspicious, nuisance or hostile calls to Security.
Coordinate various service requests using the telephone, e-mail and two-way radio.
Perform general clerical duties including but not limited to, ordering supplies, placing service calls for equipment, filing, record keeping and photocopying.
Stand, walk and sit as required to perform all job functions including lifting up to 50 lbs.
Follow all company, safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries.