Telephone Operator

US Department of Veterans Affairs; Salisbury (NC); On-site; USD 32,000 - 40,000; Full time

Job summary

The U.S. Department of Veterans Affairs is seeking a Telephone Operator at the Salisbury VA Medical Center in Salisbury, NC. You will answer incoming calls, provide accurate information, and route callers to the correct offices or services.

This role requires strong communication and a patient, courteous demeanor. Qualifications include at least one year of general clerical or office experience or two years of education above high school.

Qualifications

• One year of general clerical, office, or related experience.
• Two years of education above high school may substitute for experience.
• Combination of education and experience may be used. Transcript required.
• Volunteer experience can count toward qualifications.

Responsibilities

• Answer incoming telephone calls and provide accurate information to callers.
• Route calls to the proper destination or office.
• Maintain courteous and patient customer service during interactions.

Skills

Clerical

Customer Service

Interpersonal Skills

Telecommunications

Education

Two years of education above high school

Job description

The employee will serve as the Telephone Operator at the Salisbury - W.G. (Bill) Hefner VA Medical Center, in Salisbury, NC. The primary purpose of the position is to answering incoming telephone calls, providing accurate information to the caller and routing calls to their proper destination. GENERAL EXPERIENCE: Applicants must possess one (1) year of general experience, that equipped you with the knowledge, skills, and abilities needed to successfully perform the duties of this position. General experience is progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled.

OR

SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Successful completion of two (2) years of education above the high school level in any field. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. (TRANSCRIPT REQUIRED)

OR

COMBINATION OF EDUCATION AND EXPERIENCE: Combination of successfully completed post-high school education and experience may be used to meet total qualification requirements. (TRANSCRIPT REQUIRED)

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

• Clerical
• Customer Service (Clerical/Technical)
• Interpersonal Skills
• Telecommunications

IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Physical Requirements: The work requires long periods of sitting with minimal amount of time away from the Automated Call Distribution (ACD) system. Standing, walking, lifting, bending and stooping may also be required.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.