Job Description

Position Summary:

The Operator is responsible for receiving inbound calls for businesses that are closed or otherwise unable to accept calls. In this position, you will take messages for the staff of the businesses that employ the company’s services and provide callers with basic information, such as when the company’s office will re-open.

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

• Receive and respond to incoming calls promptly and professionally, adhering to established phone etiquette and customer service standards.
• Access and update electronic records or scheduling systems with relevant caller information, appointment details, and other necessary data, ensuring accuracy and confidentiality.
• Follow established protocols, guidelines, and quality assurance standards to deliver consistent, reliable, and high-quality service to callers.
• Effectively manage time, pages and appointment scheduling applications based on requests and availability, maintaining accurate records, and following established protocols.
• Be available to team-mates for questions and clarification of protocol.
• Report and document shift concerns to management.
• Perform various data entry or word processing tasks.
• Perform other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities):

• High school diploma or equivalent.
• One year of customer service or call center experience preferred.
• Knowledge of computer usage and keyboarding, preferably in Microsoft Windows and Word environments
• Ability to type of minimum of 35 WPM.
• Ability to handle confidential and sensitive information.
• Strong written communication skills.
• Excellent verbal communication skills.
• Ability to multitask efficiently, manage time, and remain organized.

Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee is frequently required to use hands or fingers; handle or feel objects, tools, or controls. The employee is regularly required to stand, sit; reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract.

The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.

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