Telecommunications Attendant I

Job TitleTelecommunications Attendant I / Telecommunications Attendant TraineeLocation & DetailsLocation: Forsythe Hall, 275 Panama Street, Stanford, CA 94305Duration: 03+ monthsShift: After training, shift will be fixed between 5 am to 11:30 PM and employees will be notified prior to work.Training: 3 to 6 weeks M-F 5 am to 5 pmPay Rate: $25/hr on W-2Job PurposeAct as the primary point of public contact to answer, process, page and direct calls serving faculty, staff and students of the University, Medical Center and SLAC.Handle critical calls associated with the Medical Center and Lucile Packard Children's Hospital.Report directly to the Supervisor of the Operator Services Unit (OSU) and work under the daily routine direction of the shift lead.Work independently as well as share group responsibilities with other employees as needed.Job ResponsibilitiesProvide directory listings and information; connect callers to the appropriate department, faculty or staff member, physician, patient or student; establish conference calls.Quote long-distance calling rates; clarify system dialing capabilities; provide general assistance in using telephone and paging systems.Page Medical Center doctors and staff for incoming callers; announce pages within the Medical Center; provide both general and specific doctor–patient support during off-hours.Dispatch medical emergency teams for the Medical Center in response to medical alert notifications (e.g., cardiac arrest, trauma, fire, chemical spills, disaster recovery, police emergencies).Provide off-hours coverage and support for Stanford entities.Utilize call center and collaboration applications and systems to ensure first call resolution.Carry out various administrative tasks, including maintaining information and paging directory databases, creating internal reports, reference material and archives, performing system diagnostics, test routines or system searches, and processing internal forms.Participate in process and performance improvement efforts: mentor coworkers, assist with training, and review, update and suggest improvements to processes and documentation.Adhere to safety rules.RequirementsExperience working in a customer-service-oriented environment, with demonstrated ability to handle high volumes of calls, preferably in a university or medical center setting.Polished telephone etiquette and manner, and ability to communicate clearly and effectively in English; reading, writing and spelling skills.Ability to interface effectively with high-level professionals, managers, supervisors and other clients.Ability to exercise tact and diplomacy under pressure.Ability to operate all telecommunications equipment, with demonstrated computerized keyboard skills (corrected typing rate of 40–50 words per minute).Hands-on experience with MAC or DOS systems and console operations.Familiarity with automated paging systems.Ability to work in a team environment and effectively contribute as a member of a team.Thorough knowledge of Stanford (University, Medical Center, SLAC), dispatch procedures and routines, and knowledge of medical terminology and disciplines.Preferred: 4 years of experience in a call center.Physical RequirementsConstantly stand/walk, sit, use a computer, use a telephone, grasp lightly/fine manipulation.Ability to be on duty without leaving the console for three or more hours at a time.Working ConditionsMay be required to work overtime on weekends, holidays, or on changing and/or unscheduled shifts; requires maintaining means of contact during off-hours (for example, a current telephone number or beeper).Required to remain on duty without leaving the console for three or more hours at a time.Work StandardsInterpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide (http://adminguide.stanford.edu/) and the appropriate collective bargaining agreement (https://cardinalatwork.stanford.edu/hr-processes/policiespolicies/labor-relations-collective-bargaining).J-18808-Ljbffr