Telephone Operator
Answers and transfers calls utilizing the Automatic Call Distribution system and speed dial console. Answers calls within 30 seconds or less in order to meet Responsiveness measurements Performs telecommunication equipment maintenance procedures such as programmed instructions or responding to machine failures. Operates internal and external paging system. Provides callers with professional and pleasant interaction. Ensures customers are greeted with respect and dignity. Performs warm transfers to ensure the party is properly routed and the calls is received. Calmly and courteously assist individuals who are irate and demonstrate the ability to handle and diffuse possible volatile situations with Veterans, Visitors and staff. Operates photocopy machine to make legal or standard size copies of forms, letters, etc. from the original. Uses Microsoft Outlook to send and receive email and maintain electronic calendars. Maintains and updates logs/spreadsheets for long distance and overseas calls; threating/emergency related calls; and nurse call-ins for unscheduled leave. Communicates in writing, which is concise, complete, grammatically correct and includes accurate information. Demonstrates interpersonal communication skills which foster effective working relationships with Veterans, volunteers, staff, community groups, students, business associates and the general public. Serves as the initial, as well as the final point of contact for guests entering and leaving the facility, and is a key influence toward patient/public perception. Work Schedule:
Rotating shifts, 24/7, weekends and holidays Telework:
Not Available Virtual:
This is not a virtual position. Position Description/PD#:
Telephone Operator/PD04432A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/06/2020. You may qualify based on your experience and/or education as described below:
General
Experience:
FOR THE GS-4:
Applicants must possess at least one (1) year of progressively responsible clerical, office or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the Telephone Operator position. Examples of general experience would typically include but is not limited to:
ability or knowledge of the capabilities to question callers, who often can provide only sketchy information, in order to direct/route calls to their proper destination, performing administrative support work by telephone, knowledge of capabilities of the telephone system and skill in the procedures to connect a number of parties on one or both ends of conference calls, or arrange two-party of conference calls by appointment, knowledge of alternative routing options and procedures to make efficient outgoing connections and to connect high priority or emergency calls and working with computerized databases for call receiving, placing and monitoring. OR SUBSTITUION OF EDUCATION FOR
Experience:
At least two (2) years of education above high school in any field may be used as substitution for the above experience. OR COMBINATION OF EXPERIENCE AND EDUCATION:
Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. You will be rated on the following Competencies for this position:
ClericalComputer SkillsCustomer ServiceInterpersonal SkillsTelecommunications Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The incumbent is required to stand and walk for prolonged periods of time and sitting at computer for long periods of time with repetitive arm, hand and wrist movements. The incumbent may be required to push a wheelchair, bend or kneel to obtain information or assist patients. The incumbent is required to carry light objects such as files, clipboards, medical records, etc. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Rotating shifts, 24/7, weekends and holidays Telework:
Not Available Virtual:
This is not a virtual position. Position Description/PD#:
Telephone Operator/PD04432A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/06/2020. You may qualify based on your experience and/or education as described below:
General
Experience:
FOR THE GS-4:
Applicants must possess at least one (1) year of progressively responsible clerical, office or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the Telephone Operator position. Examples of general experience would typically include but is not limited to:
ability or knowledge of the capabilities to question callers, who often can provide only sketchy information, in order to direct/route calls to their proper destination, performing administrative support work by telephone, knowledge of capabilities of the telephone system and skill in the procedures to connect a number of parties on one or both ends of conference calls, or arrange two-party of conference calls by appointment, knowledge of alternative routing options and procedures to make efficient outgoing connections and to connect high priority or emergency calls and working with computerized databases for call receiving, placing and monitoring. OR SUBSTITUION OF EDUCATION FOR
Experience:
At least two (2) years of education above high school in any field may be used as substitution for the above experience. OR COMBINATION OF EXPERIENCE AND EDUCATION:
Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements. You will be rated on the following Competencies for this position:
ClericalComputer SkillsCustomer ServiceInterpersonal SkillsTelecommunications Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note:
A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements:
The incumbent is required to stand and walk for prolonged periods of time and sitting at computer for long periods of time with repetitive arm, hand and wrist movements. The incumbent may be required to push a wheelchair, bend or kneel to obtain information or assist patients. The incumbent is required to carry light objects such as files, clipboards, medical records, etc. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
- Department:
0382 Telephone Operating - Salary Range:
$31,208 to $40,569 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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