The Telecommunications Equipment Operator performs work a wide variety of different duties and responsibilities relating to provision of telephone and related communications services. The Telecommunications Equipment Operator performs telecommunication support assignments involving a significant amount of customer service in recognizing and routing patient and/or their representatives. employees, and other inquiries to the correct location and program efficiently and promptly.
Duties to include but not limited to: Information Receptionist: Personally. provides information of a routine nature and receives and directs callers to the appropriate areas. Provides general telephone and visitor referral services. Refers callers to appropriate facility or program area based on specific request or by ascertaining the nature of the call. Operates Facility Automatic Call Distribution Telephone System: Operates telephone system to receive and route incoming and outgoing calls utilizing complex computerized equipment and telecommunications software. Interviews with incoming callers and routes the calls to their proper destination. Provides telephone and organizational information to callers. Regularly provides customer service to a variety of difficult calls requiring personal involvement on the part of the employee such as threatening, abusive or distraught callers. Initiates trace with local telephone and police authorities on threatening or emergency related calls. Answers recurring types of telephone calls such as internal network and routine long-distance calls. Maintains a record of all calls requiring emergency interruptions, toll calls and long-distance calls showing the time the call was placed, the staff person requesting the call, and the number that was requested. Furnishes Information: Assists customers concerning telephone extensions. organizational functions, and staff information. Receives telephone trouble calls. maintains a trouble log and notifies the supervisor or telephone technician of troubles. Answers/places non-routine telephone related activities such as international calls and faxes and records the date/time, facility, name of the person. number requested, and other pertinent information. Operates the internal and external paging system to facilities paging requests. Performs telecommunications support work to a variety of technical and/or administrative programs in the network. Set up monitors and send confirmations for bridge-line conference calls. Operates automatic telecommunications systems. and/or performs support and service functions requiring knowledge of telecommunications processing sequences, procedures, user and/or program functions, and or techniques associated with the maintenance of the system. Maintenance of Computer Documentation: Modifies and maintains operation manuals, reference books, and/or instructions associated with programs and systems used in the Telecommunications unit. Modifies and maintains computerized trouble information book, emergency interrupt information books, toll call information books, long-distance information books and emergency cascade call information books. Telecornmunications Equipment Operator: Operates equipment such as printers. code alarms, long range paging system, desk attendant telephone console, overhead paging system, other monitoring equipment as needed. Activates and controls standardized computer system and peripheral equipment specifically related to operations. Tests the telecommunications equipment for operation, monitoring, and controlling operations during processing, and takes prompt action in response to programmed instructions. machine failures, or unscheduled halts. Monitors same and initiates corrective action. Maintains documentation of troubles in the log as well as maintains and troubleshoots equipment, making changes as required based on established procedures. Assists in training other personnel in the proper use, operation and care of telecommunications equipment, specifically the desk attendant telephone console and corresponding headset. Assists the implementation of telecommunications security procedures and performs appropriate system maintenance Work Schedule: 7:00am-3:30pm, Monday-Friday Compressed/Flexible: Not Approved Telework: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Telephone Operator/PD260214A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized
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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
ashley.patterson3@va.gov 910-488-2120 X205642
Source: USAJOBS.gov — U.S. Federal Government
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