Job Title: Customer Service Operator Job Location: Lincoln Immediate Supervisor: Telecommunications Manager Status: Hourly JOB OVERVIEW Responsible for assuring quality daily operation of the facility's telephone switchboard and assisting with the mail room operations. Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures. Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility. ESSENTIAL FUNCTIONS (INFORMATION) 1. Follow Operational Definitions to ensure adequate and quality implementation of efficient telephone services and support to all Madonna employees and customers. 2. Operate the switchboard in a manner that will ensure adequate and quality support of all incoming and outgoing telephone calls. This will include the use of the computer and automated equipment associated with the telephone system console. 3. Maintain adequate equipment, supplies, and preventative maintenance programs. 4. Assist in the processing of all incoming and outgoing mail. This includes placing the mail in the sorting bins, using the postage meter, and forwarding patient mail as required. On evenings and weekends it will require the delivery of often heavy mail sacks to the front entrance for pick-up by the post office. Occasionally pushing the mail cart for delivery may be needed. 5. Prepare daily activity reports on switchboard and mail room activities. 6. Maintain interdepartmental communication and participate in Communication and Information System staff activities. 7. Log and summarize postage usage daily. 8. Process Business Reply Mail and maintain the log book for all departments. 9. Deliver printed charge cards for MRSH patients to Purchasing by 7:00 a.m. daily. 10. Analyze, coordinate, all direct or forward mail which has "Special Handling" requests made either by the family or facility for all patients. 11. Presort and bundle mail for the post office to get reduced rates. This will include the handling of packages and bundles as necessary. 12. Operate and maintain copier and FAX machines and supplies. 13. Maintain a log of all repairs and problems with the postage meters, FAX machines, Copiers, and other equipment. 14. Communicate to facility, over the intercom, announcements pertinent to the days activities, any emergencies that occur, i.e., fire procedure, code orange, etc. 15. Scan or manually enter charge cards for patient charges. 16. Create, type and route various reports to support the entire facility. 17. Adhere to all off-hour established help desk procedures when contacting the help desk after hours. 18. Maintain a log of specialized equipment checked out for patient use. QUALIFICATIONS EDUCATION - Preferred High School equivalency. EXPERIENCE - Preferred Telephone switchboard experience, preferably on a Cisco Call Manager system. SKILLS - Required Proficient typing skills. Excellent oral and written communication skills. Strong interpersonal skills, able to elicit cooperation. Must have good grammar, spelling and organization skills.