UHS
Telephone Operator
Job Summary:
Provide exceptional customer service, answer and direct calls, and perform various administrative tasks in a fast-paced call center environment.
Key Responsibilities:
1. Answer and direct incoming calls
2. Provide information and resolve customer inquiries
3. Transfer calls to appropriate departments or personnel
4. Manage call flow and prioritize calls
5. Maintain accurate records and logs
6. Perform administrative tasks (e.g., data entry, filing)
7. Collaborate with team members to ensure seamless service
8. Follow company policies and procedures
Requirements:
1. High school diploma or equivalent
2. 1-2 years of call center experience
3. Excellent communication and customer service skills
4. Ability to multitask and work under pressure
5. Basic computer skills
Preferred Qualifications:
1. Associate or bachelor’s degree
2. Call center certification (e.g., CCCS)
3. Experience with call center software
4. Knowledge of customer relationship management (CRM)
5. Bilingualism
Skills:
1. Communication and customer service
2. Call handling and management
3. Problem-solving and conflict resolution
4. Time management and organization
5. Attention to detail
Core Values:
1. Customer satisfaction
2. Teamwork and collaboration
3. Efficiency and productivity
4. Adaptability and flexibility
5. Continuous improvement
Career Path:
1. Telephone Operator
2. Senior Telephone Operator
3. Call Center Supervisor
4. Customer Service Representative
5. Operations Manager
Specializations:
1. Call center operations
2. Customer service management
3. Telecommunications
4. Data entry and processing
5. Administrative support
Certifications:
1. Certified Call Center Specialist (CCCS)
2. Certified Customer Service Representative (CCSR)
3. Certified Telecommunications Professional (CTP)
4. Certified Call Center Manager (CCCM)
5. Certified Customer Experience Professional (CCEP)
Professional Organizations:
1. International Customer Service Institute (ICSI)
2. National Customer Service Association (NCSA)
3. Call Center Industry Association (CCIA)
4. Customer Experience Professionals Association (CXPA)
5. International Association of Customer Service Professionals (IACSP)
This description highlights the key responsibilities, requirements, and skills necessary for a Telephone Operator.