Telephone Operator

Department of Veterans Affairs

This position is for a Telephone Operator in the Veterans Health Administration at the Baltimore VA Medical Center in Baltimore, MD. The primary purpose of the Telephone Operator position will be to perform some administrative but mostly support services of a telephone operator.

• ***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** The major duties include but are not limited to: Operates telephone system to receive and connect incoming and outgoing calls utilizing complex computerized equipment and telecommunication software. Refers calls to the appropriate facility or program areas based on a specific request or by ascertaining the nature of the call. Furnishes information to customers concerning telephone extension, organizational functions and staff information. Uses a pleasant and calm demeanor at all times; Directs each call to its appropriate location; Maintains a record of all calls requiring emergency interrupts, toll calls, and long-distance calls showing the time the call was place, the staff person requesting the call, and the number that was requested. Operates equipment such as printers, code alarms, long range paging system, desk attendance telephone console, and other monitoring equipment as needed; Maintains documentation of troubles in the log, as well as maintains and troubleshoots equipment; Assists in training other personnel in proper use, operations telecommunications equipment, and telephone console. Performs all other duties as assigned. Work Schedule: Full-Time, Rotating Shift 8:00am - 4:30pm, 4:00pm - Midnight and 12:00 Midnight - 8:00am with Rotating weekends and holidays. Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved

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