Telephone Operator

Telephone Operator at U.S. Department of Veterans Affairs

• Base pay: $40,517.00/yr - $52,678.00/yr

The incumbent is assigned to the VA Police - Executive Office Service Line of the VA Puget Sound Health Care System (VAPSHCS). The occupation involves administrative work such as receiving information requests from staff, patients, Veterans, and families and directing calls appropriately.

• Responds to incoming calls, electronic mail, and instant messages from Veterans, staff, and other callers.
• Communicates with the VA Police using the high frequency Police radios.
• Deescalates angry callers and refocuses them on solutions.
• Operates features of Multi-line NEC telecommunications switchboard console and transfers calls.
• Operates digital and voice code pager systems, including overhead voice paging and Fire Safety Public Address Systems.
• Accesses VA system and resources to connect callers to correct resources and phone numbers.
• Acts as first point of contact for VA Puget Sound, communicating effectively with diplomacy.
• Listens to customers respectfully, paying attention to details to provide assistance.
• Physically operates console and performs related tasks.
• Serves as resource for Veterans and staff to transfer callers.
• Work Schedule:
  
  12:00am-8:00am Saturday–Thursday (subject to discussion). Virtual:
  Not a virtual position.

• Time-In-Grade Requirement:
  Must have served at least 52 weeks at the GS-03 (or equivalent federal grade) to qualify for GS-04.
• Specialized
  
  Experience:
  
  One year of experience equivalent to at least GS-03 level, e.g., customer service, telephone regulations, clerical work.
• Education:
  
  Two years above high school (transcripts required) may substitute for experience.
• Combination:
  Education and experience together may satisfy qualifications.
• Competencies:
  
  Communications, Customer Service, Telecommunications experience.
• Physical Requirements:
  
  Primarily sedentary; involves dialing, keyboarding, light carrying.

• Entry level

• Full-time

• Other