The Switchboard Operator is responsible for handling incoming phone calls in a courteous and professional manner, staying current on Best Friends issues and events, and routing calls appropriately to ensure timely feedback. The Switchboard Operator will provide a quality experience for Best Friends’ visitors and people whose initial phone contact with the organization is through the switchboard system.
Operate switchboard, ensuring that incoming phone calls are handled in a timely, courteous and professional manner.
Ensure that callers experience a superior level of customer service that aligns with the Best Friends Animal Society’s (BFAS) mission.
Route calls to the appropriate personnel to ensure timely feedback.
Keep abreast of BFAS current news and events via the website, magazine, newsletters, and other internal resources.
Maintain an accurate and current employee/department phone directory by keeping abreast of organizational changes.
Adapt to improvements that support the mission and goals of the department, the Division and Best Friends.
Clear and timely communications with supervisor, team members, and relevant departments
Inform manager of procedural and technical difficulties so that improvements can be made.
Recommend enhancements to the switchboard process to improve efficiency and accuracy.
Prepare department reports as scheduled.
Other duties as assigned.
Required skills and experience:
Previous switchboard experience preferred.
Ability to accurately and efficiently navigate the switchboard, answer inquiries, ask pertinent questions, assess situations and appropriately route callers based on the available information.
Understanding of the organizational structure and functions of divisions and departments.
Demonstrated superior customer services and interpersonal skills to handle sensitive and confidential situations.
The ideal person for this job would be a team player, personable, professional, upbeat, energetic, resourceful, proactive, sensitive, and tactful.
Attentive and active listener with a positive attitude and a ‘relationship building’ perspective toward all callers.
Ability to multi-task and remain focused in a fast-paced and dynamic environment. Detail oriented.
Above average written and superior oral communication skills.
Ability to seek answers and enthusiastically persist until goals are achieved.
Well informed on all aspects of animal welfare both in and outside of Best Friends.
Ability to professionally advocate Best Friends’ position on issues.
Must be able to sit, type, and view a computer screen for extended periods of time and have proficiency with a variety of computer software applications.
Work at a computer for extended periods of time with repetitive typing, arm and hand motion.
Hear, respond and process a variety of requests received via telephone and email.
Best Friends Animal Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.
Best Friends Animal Society - 2 years ago