Telecom Communication Center Operator

The Telecom/Communication Center Operator utilizes the electronic directory database and is responsible for processing incoming and outgoing calls from Mayo Clinic patients, visitors, clinic staff, administrative staff, support staff and the general public, providing the necessary communication assistance in a variety of situations. In accordance with established hospital policies, the operator is responsible for following all general and emergency procedures accurately and in a timely manner which includes making phone calls, overhead public address announcements, pages, and other electronic notifications. The Operator assists all callers in a polite, articulate, professional, and clear manner. Ability to search phonetically in a database is required. Responsibilities and tasks can be repetitive and persistent, but must be supported in a courteous manner through the duration of a full shift. Operator must be able to multitask and accurately process a high rate of telephone calls over an extended period of time. Because the Telecom Center and Communication Center is operational 24 hours a day, preparedness to work any shiftis required of all operators. Performs other related tasks and projects as directed.

Requires a high school diploma or equivalent (G.E.D.). Computer and keyboarding experience is required. Applicant must have general telephone and telecommunications knowledge. Applicant must possess a high level of concentration, memory retention, and attention to detail. Applicant is required to have a minimum of 2 years customer service experience. Applicant must display competency of the following skills: spoken communication, interaction and versatility, decision making and problem solving, coping, commitment to task, tolerance of ambiguity, decisiveness, alertness and perceptivity. Accuracy is necessary as well as the ability to think and respond quickly in stressful or emergency situations. Strong communications skills, the ability to work both with a team and independently are required. Physical requirements include the ability to do the following: view a computer monitor and read newsprint font style and size, hear in both ears, sit at a computer desk, and perform repetitive upper body motions for an eight hour shift. Telecom/Communication Center Operator is required to clearly speak, write, and understand the English language as well as be understood while speaking the English language. One year experience as telephone operator or similar role, preferred.