Job Description
Job Description
Job details are Shared below:
Job Title: Telecommunications Attendant I
Location: Stanford, CA 94305
Job Duration: 3+ months and possible extension
Primary Skills:
- Experience working in Call center or handling a high volume number of calls.
- Experience working in medical or similar background
- Experience working in a customer service-oriented environment, demonstrating the ability to handle high volumes of calls
- Experience working in a customer service-oriented environment, demonstrating the ability to handle high volumes of calls, preferably in a university or medical center setting.
- Strong command of English with polished telephone etiquette; ability to communicate clearly and effectively in both spoken and written forms.
- Ability to interface effectively with high-level professionals, managers, supervisors, and other clients; maintain professionalism in all interactions.
- Ability to exercise tact and diplomacy under pressure, while maintaining a calm demeanor and focus on customer needs.
- Proficiency in operating all telecommunications equipment, with documented keyboard skills (corrected typing rate of 40-50 words per minute).
- Hands-on experience with MAC or DOS systems and console operations; familiarity with automated paging systems.
- Capacity to work in a team environment, contributing toward shared service goals and actively participating in team efforts to enhance service quality.
- Knowledge of Stanford (University, Medical Center, SLAC), dispatch procedures, and medical terminology and disciplines.
- Physical Requirements:
- Constantly stand/walk, sit, use a computer, use a telephone, and perform light grasping and fine manipulation.
- Ability to remain on duty without leaving the console for three or more hours at a time.
- Working Conditions:
- May be required to work overtime on weekends, holidays, or on changing and/or unscheduled shifts; maintaining means of contact during off-hours is required.
- Required to remain on duty without leaving the console for three or more hours at a time.
- Work Standards:
- Interpersonal Skills: Demonstrates the ability to effectively collaborate with Stanford colleagues and clients while ensuring customer satisfaction.
- Promote a Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns and promotes safe behaviors based on training and lessons learned.
- Subject to and expected to comply with all applicable University policies and procedures, including personnel policies found in the University’s Administrative Guide.
- Training:
- 3 to 6 weeks of training will take place Monday to Friday from 5 am to 5 pm. After training, shifts will be scheduled between 5 am and 11:30 pm, with prior notification.
Key Performance Metrics:
- Customer Service Excellence: Strive to achieve a Customer Satisfaction Score (CSAT) of 90% or higher based on post-call surveys to demonstrate a strong commitment to delivering exceptional service.
- First Call Resolution (FCR): Aim for at least 85% of inquiries to be resolved on the first contact, reflecting efficiency and problem-solving capabilities.
- Average Handling Time (AHT): Maintain an average call handling time of under X minutes while ensuring quality service and effective problem resolution.
- Effective Communication: Demonstrate clear and professional communication skills, both verbally and in writing, ensuring that all interactions are easy to understand and convey accurate information.
- Response Time: Ensure prompt response to all incoming calls within X seconds, minimizing wait times and enhancing overall customer experience
Responsibilities:
- The duties listed provide a representative sampling of key tasks associated with the job. They are not intended to be a complete list of all duties performed by employees in this classification.
- Provide directory listings and information; connect callers to the appropriate department, faculty or staff member, physician, patient, or student; establish conference calls.
- Quote long-distance calling rates; clarify system dialing capabilities; provide general assistance in using telephone and paging systems.
- Page Medical Center doctors and staff for incoming callers; announce pages within the Medical Center; provide both general and specific doctor-patient support during off-hours using on-call rosters and other reference documents.
- Dispatch medical emergency teams for the Medical Center in response to medical alert notifications (e.g., cardiac arrest, trauma, fire, chemical spills, disaster recovery, and police emergencies).
- Provide off-hours coverage and support for Stanford entities.
- Utilize call center and collaboration applications and systems to ensure first call resolutions, actively tracking performance metrics, and seeking feedback for continuous improvement.
- Carry out various administrative tasks, including maintaining information and paging directory databases, creating internal reports, reference material and archives, performing system diagnostics, test routines or system searches, and processing internal forms.
- Participate in process and performance improvement efforts: act as a mentor to co-workers, assist with training, and suggest improvements to call handling and customer service processes.
- Adhere to safety rules and procedures, promoting a culture of safety in all interactions
What Success Looks Like
- Seamless support for engineering and IT procurement needs
- Improved supplier performance and reduced risk
- Consistent delivery of savings and cost efficiency
- Strong stakeholder satisfaction and partnership
SUMMARY:
- Under general supervision, Telecommunications Attendants act as the primary point of public contact to answer, process, page, and direct calls serving the faculty, staff, and students of the University, Medical Center, and SLAC. This includes handling critical calls associated with the Medical Center and Lucile Packard Children's Hospital. Telecommunications Attendants report directly to the Supervisor of the Operator Services Unit (OSU) and work under the daily routine direction of the shift Lead. Attendants work both independently and collaboratively with other employees as needed while consistently meeting performance expectations
Qualification:
- Bachelor’s degree or relevant experience
Please respond at the earliest to speed up the interview process. I will contact you if I need further details.
A SAICON COMPANY
Amit Bundele
Technical Recruiter
San Jose, California
a Saicon Consultants, Inc. Company
Company DescriptionThe mission of netPolarity is to be a leading full-service global supplier of workforce procurement solutions. We empower and enrich the lives of everyone we touch by “bridging the gap” between world class organizations and contingent workers.
Our vision is building a brand based on integrity, reliability, quality and professionalism; and to be the first supplier that clients think of when the best talent is needed as well as the employer of choice for contingent workers. Our name is synonymous with the best service offerings in the industry.
What We Stand For
netPolarity is built on a set of everlasting concrete values. We pride ourselves on exceeding both our clients’ and our contingent workers’ expectations, without ever compromising our core beliefs. Here are the values and commitments that we proudly stand by.
Integrity
We deliver what we promise. There is nothing more important to us than our word. Our reputation speaks for itself.
Ethics
We commit to maintaining the highest ethical standard in a
Company Description
The mission of netPolarity is to be a leading full-service global supplier of workforce procurement solutions. We empower and enrich the lives of everyone we touch by “bridging the gap” between world class organizations and contingent workers.\r\n\r\nOur vision is building a brand based on integrity, reliability, quality and professionalism; and to be the first supplier that clients think of when the best talent is needed as well as the employer of choice for contingent workers. Our name is synonymous with the best service offerings in the industry.\r\n\r\nWhat We Stand For\r\nnetPolarity is built on a set of everlasting concrete values. We pride ourselves on exceeding both our clients’ and our contingent workers’ expectations, without ever compromising our core beliefs. Here are the values and commitments that we proudly stand by.\r\n\r\nIntegrity\r\nWe deliver what we promise. There is nothing more important to us than our word. Our reputation speaks for itself.\r\n\r\nEthics \r\nWe commit to maintaining the highest ethical standard in a