Switchboard Operator (TEMP)

SERCO of Texas; Bryan (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

SERCO of Texas is seeking a friendly Switchboard Operator to be the first point of contact for clients, employers, and other stakeholders in workforce development. You will answer and direct calls, provide information on programs, and help schedule appointments.

You will maintain directories, support walk-in visitors, and uphold high standards of communication and customer service in a fast-paced environment.

Qualifications

• Two years experience in Customer and Personal Service; knowledge of customer needs assessment and service quality.
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records.
• High school diploma or equivalent; some college hours preferred.

Responsibilities

• Adheres to the mission of SERCO.
• Operate communication systems, such as telephone, switchboard, intercom, and public address.
• Answers incoming calls, greeting callers, provides information, transferring calls, and/or taking messages as necessary.
• Route emergency calls appropriately.
• Page individuals to inform them of telephone calls, using paging and interoffice communications equipment.
• Relays and route written and verbal messages.
• Places telephone calls or arrange conference calls as instructed.
• Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments and sorting mail.
• Transfer non-response customer calls to management or assign staff.
• Maintains work area clean and clear of clutter
• Answer simple questions about programs using reference charts.
• Perform other related duties as assigned.

Skills

Excellent communication

Customer service

Active listening

Written communication

Problem solving

Education

High school diploma or equivalent

Some college hours preferred

Job description

A Switchboard Operator in Workforce Development serves as the first point of contact for clients, employers, and other stakeholders, providing courteous and efficient phone support. This role includes managing incoming calls, directing inquiries to the appropriate staff or departments, and providing basic information about workforce development programs and services. The operator maintains an organized and professional approach to handling high call volumes, updates contact directories, and may assist with scheduling appointments or providing general assistance to walk-in clients. Excellent communication and customer service skills are essential for supporting a positive experience for all callers and visitors.

• Project Execution

• Complete Assigned Tasks: Team members are expected to complete their assigned tasks within the defined scope, schedule, and quality parameters.
• Deliver Quality Work: Maintain a high standard of quality in deliverables, aligning with project requirements.
• Problem Solving: Identify issues early and work on solutions, collaborating with other team members when necessary.

2. Collaboration and Communication

• Communication with the Manager: Keep the manager informed of progress, potential delays, and issues that may impact the project.
• Collaborate with Other Team Members: Engage effectively with other team members, contributing to a cohesive team environment.
• Share Knowledge and Skills: Bring individual expertise to the project and support the skill development of others through knowledge-sharing.

3. Risk Management

• Identify Risks: Proactively identify and communicate potential risks or issues.
• Participate in Risk Mitigation: Actively engage in risk response planning and support measures to prevent or reduce risk impact.

4. Adherence to Project Plan

• Follow the Project Schedule: Work within the constraints of the project schedule to meet deadlines.
• Ensure Compliance with Project Standards: Adhere to established procedures, methodologies, and standards defined in the project plan.

5. Continuous Improvement

• Engage in Lessons Learned: Participate in retrospectives and document any lessons learned to contribute to future projects.
• Provide Feedback: Offer constructive feedback on project processes, suggesting improvements to optimize project efficiency.

6. Support Resource and Cost Management

• Efficient Use of Resources: Utilize allocated resources effectively to avoid wastage.
• Support Cost Control Efforts: Be mindful of project costs and work to complete tasks within budget constraints.

7. Accountability and Responsibility

• Accountability for Deliverables: Accept responsibility for assigned work and deliverables, ensuring they align with project objectives.

Adhere to Ethical Standards: Uphold professional and ethical standards in line with TWC guidelines and organizational policies.

DUTIES AND RESPONSIBILITIES:

• Adheres to the mission of SERCO
• Operate communication systems, such as telephone, switchboard, intercom, and public address.
• Answers incoming calls, greeting callers, provides information, transferring calls, and/or taking messages as necessary.
• Route emergency calls appropriately.
• Page individuals to inform them of telephone calls, using paging and interoffice communications equipment.
• Relays and route written and verbal messages.
• Places telephone calls or arrange conference calls as instructed.
• Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments and sorting mail.
• Transfer non-response customer calls to management or assign staff.
• Maintains work area clean and clear of clutter
• Answer simple questions about programs using reference charts.
• Perform other related duties as assigned.

SKILL NEEDED

• Communicating effectively in writing as appropriate for the need of the audience.
• Reading comprehension understanding written sentences and paragraphs in work related documents.
• Ability to convey information effectively.
• Must be excellent listener giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate times.
• Must be service oriented actively looking for ways to help people.
• Have the ability for Critical Thinking, Oral Comprehension, Problem Sensitivity, and Written Comprehension.

EDUCATION AND EXPERIENCE:

• Two years experience in Customer and Personal Service knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of administrative and clerical procedures systems such as word processing, managing files and records.
• High school diploma or equivalent. Some college hours preferred.

SPECIAL REQUIREMENTS

• Must possess and provide a valid Texas Driver's License and Automobile Liability Insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within service area.

Physical demands and work environment:

The physical demands and work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

1. PHYSICAL DEMANDS: While performing duties of the job, employees is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extend periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.

2. WORK ENVIRONMENT: Fast paced, demanding physically and mentally, will be in constant communications.