Switchboard Operator

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

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.

PRINCIPLE CHOICE SOLUTIONS

Switchboard Operator

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 is an equal opportunity employer, and all qualified applicants will receive consideration for employment without 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.