Telephone Operator 2 - 499107
Telephone Operator 2 - 499107
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1 Vacancy
Job Description
Title: Telephone Operator 2
Department Org: Registration 108820
Employee Classification: B2 Classifd Part Time AFSCME HSC
Bargaining Unit:AFSCME HSC
Primary Location: HSC H
Shift:2
Start Time:7PM End Time:3AM
Posted Salary: Starting hourly wage is $15.61
Float: True
Rotate: True
On Call: True
Travel: True
Weekend/Holiday: True
Job Description:
Under general supervision by the Supervisor provides assistance and information to consumers business associates patients attending and resident physicians nonUTMC physicians/offices hospital staff and the general public in response to requests and inquiries received by telephone. Directs customer to internal and external resources. Provides assistance in resolving minor problems and questions by providing information as necessary to assure consistent customer satisfaction. Exhibits exemplary customer service. Presents a professional demeanor at all times includes adherence to professional dress code. Serve as an ambassador of University of Toledo in the community demonstrating the institutions values services and mission.
Minimum Qualifications:
High school diploma or GED required.
Understanding of medical terminology strongly preferred.
Acceptable level of experience in directly handling/diffusing emotion of aggravated callers and assisting such in a professional calm manner.
Experience with MS Office Applications and Star.
One (1) courses or three (3) mos. experience in operating a switchboard system or automated call distribution system required. Intellidesk or other call center software applications preferred.
Willingness to comply fully with all organizational and departmental policies and procedures.
Minimum typing speed of 32 WPM.
Knowledge of commonlyused training concepts practices and procedures required.
Maintain a positive and professional demeanor at all times.
Flexibility to attend seminars and other educational training forums at other locations.
Communication and other required skills:
Communicate effectively both verbally and in writing.
Excellent public relations skills.
Satisfactory participation in an acceptable formal customer service training program within six months of hire.
Computer keyboard & data entry experience.
Ability to handle sensitive inquiries and contacts.
Ability to learn TDY/TDD phone line.
Ability to selfempower; to make decisions to assist callers with healthcare and other needs as they relate to the University of Toledo Medical Center.
Ability to deal with stressful emergency situations.
Conditions of Employment:
Equal Employment Opportunity Statement:
The University of Toledo is an equal opportunity employer. The University of Toledo does not discriminate in employment educational programs or activities on the basis of race color religion sex age ancestry national origin sexual orientation gender identity and expression military or veteran status disability familial status or political affiliation.
The University is dedicated to attracting and retaining the best and brightest talent and fostering a culture of respect.
The University of Toledo provides reasonable accommodation to individuals with disabilities. If you require accommodation to complete this application or for testing or interviewing please contact HR Compliance atorbetween the hours of 8:30 a.m. and 5 p.m. orapply online for an accommodation request.
Computer access is available at most public libraries and at the Office of Human Resources located in the Center for Administrative Support on the UToledo Main Campus.
Employment Type
Full-Time
