Telecommunications Equipment Operator

Summary

Employee will be assigned to the Centralized Attendant Center - VA Medical Center Madison - WI - providing comprehensive telephone telecommunications support.

SPECIALIZED

EXPERIENCE:

Applicants must possess at least one (1) year of specialized experience that equipped them with the particular knowledge - skills - and abilities to perform successfully the duties of this position - and that is typically in or related to the work of this position. To be creditable - this experience must have been equivalent to at least the GS-4 level in the Federal service.

Specialized experience includes: providing telecommunications support; receiving and directing callers utilizing telecommunications equipment and software; operating a paging system; maintaining call records and files; and operating computers and other office equipment. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE (Transcript Required):
Successful completion of (4) years of education above the high school level. This education must have been obtained in an accredited business - secretarial or technical school - junior college - college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate study is defined as 30 semester hours - 45 quarter hours - or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business - secretarial or technical school.

OR COMBINING EDUCATION AND EXPERIENCE (Transcript Required):
Combination of successfully completed post high school education and experience may be used to meet total qualification requirements.

PHYSICAL REQUIREMENTS:

The work is sedentary. The employee sits comfortably to perform the work. There is some moving around to adjust equipment; carrying of light items such as papers and books. No special physical demands are required. For more information on these qualification standards - please visit the United States Office of Personnel Management's website at https://(Use the "Apply for this Job" box below)..

• *** THIS IS NOT A VIRTUAL POSITION - YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION
  *** Duties include - but may not be limited to the following:
  Performs telecommunications support assignments using customer service to recognize and route patient and other inquiries correctly
• Provides information of a routine nature and receives and directs callers to the appropriate area
• Provides general telephone and referral services to callers
• Interviews incoming callers and routes calls to the proper destination
• Operates the call distribution telephone system to receive and connect incoming and outgoing calls utilizing computerized equipment and telecommunications software
• Provides customer service for difficult calls requiring personal involvement - including threatening - abusive - or distraught callers
• Maintains a record of toll and long-distance calls
• Operates the internal and external paging system
• Maintains manuals - telephone files - and directories
• Performs file maintenance by updating computerized telephone files and telephone directories
• Sets up - operates - and monitors computer systems and peripheral equipment
• Assists in training other personnel in the proper use and maintenance of computer and telecommunications equipment
• Performs other related duties as assigned
• Work Schedule:
  
  Monday - Friday - 8:00am - 4:30pm with rotating weekends and holidays
• Recruitment & Relocation
  
  Incentives:
  
  Not authorized