Job Description
Job Description
KEY PHONE OPERATOR SUMMARY
The Key Phone Operator is responsible for answering and processing incoming calls with the highest level of customer service, supporting Operations/Customer Service with administrative tasks, projects, and employee engagement, as well as assisting with company meetings. This position requires someone who is personable, dependable, and responsible, with excellent organizational, verbal, and written communication skills. A high level of attention to detail is essential.
KEY PHONE OPERATOR ESSENTIAL DUTIES AND FUNCTIONS
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Answer and screen a multiple-line phone system while directing callers to the appropriate associate in the correct department or their voicemail if unavailable.
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Respond to frequently asked questions regarding the company’s address/location, hours of operation, etc.
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Assist in troubleshooting phone system issues with the IT Department.
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Handle sensitive information with integrity and confidentiality.
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Maintain effective working relationships with employees across office locations and with clients/customers/vendors.
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Assist with maintaining employee breakroom supplies.
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Process incoming and outgoing mail, packages, and documents.
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Adhere to all company policies and procedures.
KEY PHONE OPERATOR COMPETENCIES
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Communication Proficiency
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Ethical Conduct
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Customer Focus
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Personal Effectiveness and Credibility
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Flexibility and Adaptability
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Organizational Skills
KEY PHONE OPERATOR EDUCATION AND/OR EXPERIENCE
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High school diploma or equivalent required
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1–2 years of prior customer service experience, including phone operator skills
KEY PHONE OPERATOR OTHER SKILLS
To perform this job successfully, an individual must be able to fulfill each essential duty effectively.
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Excellent telephone etiquette and answering skills
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Proficiency in handling and routing calls on a multi-line phone system
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Ability to read and understand simple instructions, short correspondence, and memos
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Ability to write basic correspondence and memos
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Strong communication skills for one-on-one or small group interactions with customers, clients, and employees
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Basic knowledge of administrative and clerical procedures
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Strong verbal and written communication skills
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Excellent interpersonal skills and the ability to handle sensitive and confidential matters professionally
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Detail-oriented, organized, and proactive
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Proficiency with Microsoft Office Suite or related software
KEY PHONE OPERATOR PHYSICAL DEMANDS AND WORK ENVIRONMENT
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Occasionally required to stand or walk, climb stairs, bend, and stoop
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Frequently required to sit and use a computer
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Frequent use of hands and fingers
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Occasionally required to lift and/or move up to 25 pounds
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Occasionally required to drive
KEY PHONE OPERATOR ADDITIONAL DUTIES
This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of duties, responsibilities, or physical requirements. Duties and responsibilities may be changed or assigned at any time as needed by management.