Telephone Operator

Summary

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.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties include but may not be limited to the following: Operates the automated call distribution system. Interviews callers to determine appropriate routing of phone calls. Receives and places various types of phone calls (i.e., local, long distance, international). Transfers procedurally complicated calls according to established procedures. Screens incoming calls and transfers calls in compliance with established regulations and policies. Communicates and treats customer in a courteous, tactful and respectful manner. Handles conflict and problems in dealing with customer constructively and appropriately. Provides excellent customer service to callers and answers caller questions. Perform other related duties as assigned. Work Schedule: Monday - Friday, 1:30 am - 10:00 pm Recruitment & Relocation Incentives: Not authorized.

Qualifications

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/.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. NOTE: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).