Switchboard Operator

Principle Choice Home Healthcare; Atlanta (GA); Hybrid; USD 22,041 - 33,062; Full time

Job summary

Principle Choice Solutions seeks a Switchboard Operator to manage a multi-line system and route calls for a federal facility. You will provide professional information, maintain directories, and support emergency procedures, ensuring accurate and timely communications.

The role requires U.S. citizenship, a high school diploma, and at least one year of switchboard or reception experience. Familiarity with VoIP/PBX systems and Microsoft Teams is preferred, with flexibility for shift coverage.

Qualifications

• High school diploma or equivalent required.
• Minimum one year of experience operating a multi-line telephone system or similar.
• Must be a U.S. citizen; work sponsorship is not available due to federal security restrictions.
• Strong customer-service skills with a professional, courteous speaking voice.
• Ability to type at least 30 words per minute and navigate directories while handling calls.
• Familiarity with VoIP, PBX, Cisco, Avaya, Teams Calling preferred.
• Experience supporting a federal facility or government agency preferred.

Responsibilities

• Answer a high volume of incoming calls promptly and professionally.
• Screen callers and route to the appropriate government office or contact.
• Provide accurate general information using approved directories.
• Operate and manage multi-line VoIP or PBX systems with transfers and paging.
• Support after-hours and holiday coverage as required by contract.
• Maintain directories, on-call rosters, and duty officer contacts.
• Coordinate with directory admins to keep contact info current.
• Log calls and incidents for reporting and improvement efforts.
• Serve as the initial emergency contact and follow action plans.
• Notify designated officers and responders per site protocols.
• Maintain confidentiality of caller and directory information.

Skills

Multi-line phone handling

Customer service

Typing 30 wpm

Outlook proficiency

Teams Calling / VoIP familiarity

PBX/Cisco/Avaya awareness

Federal facility exposure

Education

High school diploma

Tools

Microsoft Teams

Directory applications

Job description

POSITION PURPOSE

The Switchboard Operator serves as the primary point of contact for incoming calls to a federal customer and is responsible for operating a multi-line telephone console, routing callers to the appropriate offices or personnel, providing approved directory and general information assistance, and supporting emergency notification protocols. The position ensures callers receive professional, timely, and accurate assistance while supporting uninterrupted communications operations.

ORGANIZATION

This position reports to the Site Supervisor or Program Manager.

The Switchboard Operator supports federal facility operations and serves as a communication hub between the public, agency personnel, contractor staff, emergency responders, and designated duty officers.

ESSENTIAL FUNCTIONS

• Answer a high volume of incoming calls promptly, professionally, and in accordance with customer greeting and etiquette standards.
• Screen callers to determine the nature of requests and route calls to the appropriate government office, contractor point of contact, or voicemail box.
• Provide accurate general information including office hours, contact information, extensions, and facility information using approved directories and resources.
• Operate and manage multi-line VoIP or PBX telephone systems, including transferring, conferencing, holding, and paging functions.
• Support after-hours, overnight, weekend, and holiday coverage requirements as required by contract operations.
• 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 accurate and current.
• Track call volume, misrouted calls, and directory errors for operational reporting and continuous improvement efforts.
• Serve as the initial point of contact for emergency calls received through the switchboard and follow established Emergency Action Plan procedures.
• Initiate authorized paging, overhead announcements, and mass-notification procedures during emergency situations.
• Notify designated duty officers, Facility Security Officers, emergency responders, and other personnel in accordance with site protocols.
• Maintain accurate logs and records for emergency, medical, safety, and security-related calls.
• Provide backup receptionist or visitor support functions when assigned.
• Maintain confidentiality of caller information and internal directory information.
• Comply with all site security requirements, telecommunications policies, customer rules, and company standards of conduct.
• Report suspicious calls, bomb threats, harassment concerns, adverse information, or security incidents in accordance with site procedures and federal guidance.
• Perform other related duties as assigned to support communications and facility operations.

KNOWLEDGE & EXPERIENCE

• Employment is contingent upon obtaining and maintaining a favorable Tier 1 background investigation (SF 85) and HSPD-12 Personnel Identity Verification (PIV) or Common Access Card (CAC) credential and enrollment in the Continuous Vetting (CV) program.
• High school diploma or equivalent required.
• Minimum one year of experience operating a multi-line telephone system, reception desk, call center console, or similar communications position.
• Strong customer-service skills with a professional, courteous, and articulate speaking voice.
• Ability to type at least 30 words per minute and navigate directories and software systems while actively handling calls.
• Basic proficiency with Microsoft Outlook, Microsoft Teams, and web-based directory applications.
• Ability to remain calm and follow procedures during high-volume or emergency call situations.
• Familiarity with VoIP, PBX, Cisco, Avaya, Teams Calling, or similar communications systems is preferred.
• Experience supporting a federal facility, military installation, courthouse, healthcare facility, or government agency is preferred.
• Must be a U.S. citizen; work sponsorship is not available due to federal security restrictions.

MACHINES & EQUIPMENT

The incumbent must be able to effectively operate multi-line telephone consoles, PBX or VoIP communication systems, headsets, paging systems, directory applications, computers, printers, scanners, and other office equipment required to perform assigned duties. The position may also utilize emergency notification systems, call-logging software, and facility communication platforms.

PHYSICAL REQUIREMENTS

• Must be able to lift and carry up to 20 pounds.
• Must be able to sit for extended periods while operating a switchboard console, answering calls, wearing a headset, and utilizing computer systems. Frequent keyboard use, telephone communication, and console operation are required.

WORKING CONDITIONS

The incumbent works in a remote, telework, hybrid, or office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of computer use, data entry, record review, case processing, and telephone communication are required.

The position may support fluctuating workloads, expedited requests, changing investigative requirements, and future technology implementations as operational needs require.

The incumbent works in a standard office, communications center, reception area, or federal facility environment.

The position may require shift work, including evenings, nights, weekends, and holidays, depending on contract coverage requirements.

Security, privacy, emergency response, workplace safety, and telecommunications training will be provided as part of this role. Employees are expected to comply with all contract security requirements, credentialing requirements, and facility access requirements.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Principle Choice Solutions isan equal opportunity employer, and all qualified applicants will receive consideration for employmentwithout regard to race, color, religion, age, sex, parental status, national origin, disability, genetic information, political affiliation, protected veteran status, sexual orientation, gender identity or expression, or any other non-merit-based factors or characteristic protected by federal, state, or local laws.