Federal Switchboard & Communications Specialist

Principle Choice Solutions, LLC; Boyers (PA); Hybrid; USD 40,000 - 62,000; Full time

Job summary

Principle Choice Solutions is seeking a Switchboard Operator to serve as the primary contact for incoming calls for a federal customer. You will operate a multi-line console, route callers, provide directory information, and support emergency notification protocols to ensure uninterrupted communications.

This role requires a high school diploma, at least one year on a multi-line system, and the ability to type 30 wpm. U.S.

Qualifications

• Must obtain a favorable Tier 1 background investigation (SF 85) and HSPD-12 PIV/CAC credential.
• High school diploma or equivalent required.
• Minimum one year of experience operating a multi-line telephone system or similar position.
• Strong customer-service skills with a professional, courteous speaking voice.
• Ability to type at least 30 words per minute.
• Basic proficiency with Microsoft Outlook, Teams, and web-based directory applications.
• U.S. citizen; work sponsorship not available due to federal restrictions.
• Familiarity with VoIP, PBX, Cisco, Avaya, Teams Calling or similar systems preferred.

Responsibilities

• Answer a high volume of incoming calls promptly and professionally.
• Screen callers and route calls to the appropriate government office or voicemail.
• Provide accurate general information using approved directories and resources.
• Operate multi-line VoIP or PBX systems; transfer, conference, hold, and paging as needed.
• Support after-hours, overnight, weekend, and holiday coverage as required by contract.
• Maintain and update telephone directories, extension lists, on-call rosters, and duty officer contact lists.
• Coordinate with directory administrators to ensure staffing and contact information remains current.
• Track call volume, misrouted calls, and directory errors for reporting and improvement.
• Serve as initial contact for emergency calls and follow Emergency Action Plan procedures.
• Initiate paging and mass-notification procedures during emergencies.
• Notify designated duty officers and emergency responders per site protocols.
• Maintain logs for emergency, medical, safety, and security-related calls.
• Provide backup receptionist or visitor support when assigned.
• Maintain confidentiality of caller and directory information.
• Comply with security requirements, policies, and conduct standards.
• Report suspicious calls or security incidents per procedures.

Skills

Customer service

Typing 30 wpm

MS Outlook & Teams

Calm under pressure

VoIP/Phone systems

Education

High school diploma or equivalent

Tools

VoIP systems

PBX

Cisco

Avaya

Teams Calling

Job description

Principle Choice Solutions is seeking a Switchboard Operator to serve as the primary contact for incoming calls for a federal customer. You will operate a multi-line console, route callers, provide directory information, and support emergency notification protocols to ensure uninterrupted communications.

This role requires a high school diploma, at least one year on a multi-line system, and the ability to type 30 wpm. U.S.