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USAJOBS · 1 month ago

Telephone Operator (OA)

Marion, Indiana, USA

Full-time

Onsite

Entry Level

$36K/yr - $47K/yr

1+ years exp

USAJOBS is seeking a Telephone Operator for the Veterans Health Administration at the VA Northern Indiana Healthcare System. The main role involves managing comprehensive telephone and telecommunications support, handling calls, providing customer service, and directing inquiries to appropriate locations.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

U.S. Citizen Only

Responsibilities

Operates the agency telephone system/switchboard to manage both incoming and outgoing calls, including challenging situations with threatening, abusive, or distraught callers

Ensures proper call routing through interviews and directs callers to the appropriate departments or services

Provides essential telephone and organizational information

Manages various non-routine calls, such as International, FTS, and WATS calls, and places outgoing toll calls, accurately recording relevant details

Operates the facility's paging system and coordinates with local telephone and police authorities to trace threatening calls

Monitors alarm systems and uses radios to transmit emergency information

Thorough understanding of a large, dynamic organization, the ability to handle upset or irate callers with calm and courtesy, and the skill to question callers who may provide minimal details. Decisions are based on call destinations, priority levels, security requirements, and system capabilities

Employees work independently, carrying out recurring duties without specific instructions, especially when serving as sole operator without a supervisor readily available

Performs other related duties as assigned

Meets the needs of customers while supporting the Medical Center and Service missions

Consistently communicates and treats customers patients, visitors, volunteers, and all Medical Center staff in a courteous, tactful, and respectful manner

Provides the customer with consistent information according to established policies and procedures

Handles conflict and problems in dealing with the customer constructively and appropriately

Meets the needs of customers while supporting VA Missions

Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff

Exchange necessary information to connect callers with the appropriate organizations or individuals. Contacts are with users of the telephone system, with Government and commercial operators in other locations, and sometimes with contractors for repairs

Qualification

TelecommunicationsCustomer ServiceComputer SkillsCommunicationStress Tolerance

Required

You must be a U.S. Citizen to apply for this job

Selective Service Registration is required for males born after 12/31/1959

Subject to background/security investigation

Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements

Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

GENERAL EXPERIENCE: At least one (1) year of general experience that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Telephone Operator GS-4

EDUCATION: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have two (2) years of education above high school

COMBINATION: Applicants may also combine education and experience to qualify at this level. You must have an equivalent combination of experience and education to qualify for the Telephone Operator position

You will be rated on the following Competencies for this position: Communication, Computer Skills, Stress Tolerance, Telecommunications