Telephone Operator

The position is located within HEALTH ADMINISTRATION SERVICES. In this occupation, you perform duties that involve operating telephone switchboard equipment to connect incoming and outgoing telephone calls. Your work also involves routing of calls and providing telephone and organizational information to callers. The incumbent will primarily perform the telephone operator's duties but shall also perform some administrative clerical duties in support of the organization.

Incumbent is a telephone operator for a one-position computer (PC based) console. Unit operates five (5) days a week, eight (8) hours a day to provide a telephone and information services to this Health Care Center. Operates agency telephone system/switchboard to receive and connect incoming and outgoing calls. Routes the calls to their proper destination and provides telephone and organizational information to caller's Answers/places non-routine telephone calls such as international, FTS, and Sprint calls.

Interviews incoming caller to determine the proper routing of the call. Places outgoing toll calls and accurately records time, charges, and other pertinent information. Regularly handles a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening, abusive, or distraught callers. Interviews incoming caller to determine the proper routing of the call.

Routinely performs clerical work in support of the facility communication system, which includes telephone system and pagers. Orders the installation, relocation and disconnection of telephone lines and equipment through placement of a job request to the telephone maintenance contractor. Ensures that all telephone equipment at the switchboard, switch room, etc., are kept in working order. Initiates corrective action (e.g. workorder or telephone call to telephone contractor) in the event of any mechanical difficulties with the telephone system and reports the malfunction(s), and actions taken.

Meets the needs of customers while supporting VA missions. Consistently communicates and treats customers (veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately

Work Schedule:

Monday
- Friday, 0800 am
-1645 pm

Telework:
Ad hoc

Virtual:
This is not a virtual position.

Position Description/PD#:
Telephone Operator/PD756-01217A

Relocation/Recruitment

Incentives:

Not Authorized

Permanent Change of Station (PCS):
Not Authorized.