PBX Operator-Receptionist

Government of the Virgin Islands; Charlotte Amalie (United States Virgin Islands); On-site; USD 28,000 - 36,000; Full time

Job summary

The Government of the Virgin Islands is seeking a courteous PBX operator to manage the agency's switchboard, relay calls, and provide general information to visitors and staff. Under supervision, you will handle high call volume, maintain call logs, and perform routine clerical tasks, including mail preparation, ensuring professionalism and accuracy.

You will need good communication skills, basic computer use, and the ability to stay calm under pressure while delivering reliable service to

Qualifications

• Completion of the twelfth grade or its equivalent; one year of customer service or switchboard experience.

Responsibilities

• Operate an agency PBX switchboard and route calls to the appropriate divisions.
• Greet and direct visitors; provide general information to callers.
• Answer, screen, and log incoming calls; maintain call logs and messages.
• Perform routine clerical tasks and assist with mail preparation and distribution.
• Maintain professional, courteous contact with callers and staff at all times.
• Record and relay messages between departments and external parties.

Skills

Customer service

Problem solving

Switchboard operation

Computer literacy

Microsoft Office

Communication skills

Multitasking

Calm under pressure

Education

High school diploma or equivalent

Tools

PBX console

Office equipment

Job description

Under the general supervision of a Division/Unit manager or designee, an employee in this class
operates an agency’s switchboard to process calls and transfer to the appropriate division or unit,
performs clerical duties, and provides support to personnel. The employee is responsible for
establishing and maintaining good relations with callers.

Work is reviewed for compliance with and adherence to established guidelines, policies, and
procedures.

Answers all incoming local and long-distance telephone calls efficiently and courteously.

Provides general information, connects callers to requested individuals, and places local, long-
distance, and inter-office calls.

Greets and directs visitors and clients to the appropriate staff members.

Receives, announces, and directs callers professionally while maintaining composure.

Supplies routine, non-technical information to callers and resolves inquiries and complaints
professionally.

Records and delivers messages between departmental personnel and external parties.

Serves as a positive and helpful first point of contact for callers, maintaining a professional
image for the organization.

Performs a variety of routine clerical tasks with attention to detail.

Sorts and prepares incoming and outgoing mail for distribution, including the preparation of
labels, envelopes, vendor letters, returned checks, lists, and other documents.

Compiles periodic reports summarizing the number of calls and visitors.

Performs other related duties as assigned.

Completion of the twelfth grade or its equivalent from an accredited institution supplemented by
one year of experience in customer service or operating a switchboard.

FACTOR 1- KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of the department's organization sufficient to direct the public to appropriate personnel, divisions or units.
• Knowledge of business English, spelling and arithmetic.
• Knowledge of modern telephone practices, procedures, and equipment.
• Skill in customer service and problem-solving capabilities.
• Skill in operating a large switchboard under heavy load conditions calmly and efficiently.
• Skill in operating a computer with a monitor and keyboard.
• Skill in using basic computer software (e.g., Microsoft Office).
• Skill in answering calls and addressing inquiries with a pleasant, well-modulated voice, using proper grammar.
• Ability to use general office machines and equipment.
• Ability to handle multiple tasks effectively.
• Ability to maintain composure under pressure.
• Ability to answer calls and questions with a well-modulated and pleasant voice and the use of good grammar.
• Ability to understand, follow, and relay oral and written instructions to perform general and routine clerical tasks.
• Ability to establish and maintain effective working relationships with co-workers and all persons contacted during the course of work.

FACTOR 2- SUPERVISORY CONTROLS

Work is supervised by a manager or supervisor who provides general instructions and reviews the
work for adherence to established guidelines, policies, procedures, and standard regulations.

FACTOR 3- GUIDELINES

Guidelines include departmental rules and regulations, policies, standard operating procedures,
and manuals. Judgement must be used in interpreting and applying guidelines.

FACTOR 4- COMPLEXITY

Work is performed independently, and effective communication and good customer service are
required. The employee is required to pay close attention to detail and perform multiple clerical
tasks while operating a PBX console. Must exercise sound judgment when handling difficult
calls and is expected to deliver effective results while maintaining professionalism and
composure.

FACTOR 5- SCOPE AND EFFECT

The purpose of the work is to operate a PBX console by relaying, placing, and receiving a large
volume of incoming and outgoing calls, maintaining call logs, and performing other clerical duties as
required by the department or agency.

FACTOR 6- PERSONAL CONTACTS

Contacts are co-workers, managers, departmental staff, other employees, representatives from
government agencies, and members of the general public.

FACTOR 7- PURPOSE OF CONTACTS

Contacts are made to facilitate the exchange of information, phone calls, or inquiries, including
providing updates, addressing concerns, or coordinating tasks to ensure smooth and efficient
communication within the office and with external parties.

FACTOR 8- PHYSICAL DEMANDS

Work is primarily sedentary and may involve prolonged periods of sitting, walking, standing,
listening, reaching with hands and arms, and carrying light objects during the day-to-day
operations of the agency.

FACTOR 9- WORK ENVIRONMENT

Work is performed in an office setting.