What are the responsibilities and job description for the Telecommunications Equipment Operator position at U.S. Department of Veterans Affairs?
Summary
Employee will be assigned to the Centralized Attendant Center - VA Medical Center Madison - WI - providing comprehensive telephone telecommunications support.
Qualifications
SPECIALIZED EXPERIENCE: Applicants must possess at least one (1) year of specialized experience that equipped them with the particular knowledge - skills - and abilities to perform successfully the duties of this position - and that is typically in or related to the work of this position. To be creditable - this experience must have been equivalent to at least the GS-4 level in the Federal service. Specialized experience includes: providing telecommunications support; receiving and directing callers utilizing telecommunications equipment and software; operating a paging system; maintaining call records and files; and operating computers and other office equipment. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE (Transcript Required): Successful completion of (4) years of education above the high school level. This education must have been obtained in an accredited business - secretarial or technical school - junior college - college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate study is defined as 30 semester hours - 45 quarter hours - or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business - secretarial or technical school. OR COMBINING EDUCATION AND EXPERIENCE (Transcript Required): Combination of successfully completed post high school education and experience may be used to meet total qualification requirements. PHYSICAL REQUIREMENTS: The work is sedentary. The employee sits comfortably to perform the work. There is some moving around to adjust equipment; carrying of light items such as papers and books. No special physical demands are required. For more information on these qualification standards - please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Duties
Employee will be assigned to the Centralized Attendant Center - VA Medical Center Madison - WI - providing comprehensive telephone telecommunications support.
Qualifications
SPECIALIZED EXPERIENCE: Applicants must possess at least one (1) year of specialized experience that equipped them with the particular knowledge - skills - and abilities to perform successfully the duties of this position - and that is typically in or related to the work of this position. To be creditable - this experience must have been equivalent to at least the GS-4 level in the Federal service. Specialized experience includes: providing telecommunications support; receiving and directing callers utilizing telecommunications equipment and software; operating a paging system; maintaining call records and files; and operating computers and other office equipment. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE (Transcript Required): Successful completion of (4) years of education above the high school level. This education must have been obtained in an accredited business - secretarial or technical school - junior college - college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate study is defined as 30 semester hours - 45 quarter hours - or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business - secretarial or technical school. OR COMBINING EDUCATION AND EXPERIENCE (Transcript Required): Combination of successfully completed post high school education and experience may be used to meet total qualification requirements. PHYSICAL REQUIREMENTS: The work is sedentary. The employee sits comfortably to perform the work. There is some moving around to adjust equipment; carrying of light items such as papers and books. No special physical demands are required. For more information on these qualification standards - please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Duties
- ***THIS IS NOT A VIRTUAL POSITION - YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties include - but may not be limited to the following: Performs telecommunications support assignments using customer service to recognize and route patient and other inquiries correctly
- Provides information of a routine nature and receives and directs callers to the appropriate area
- Provides general telephone and referral services to callers
- Interviews incoming callers and routes calls to the proper destination
- Operates the call distribution telephone system to receive and connect incoming and outgoing calls utilizing computerized equipment and telecommunications software
- Provides customer service for difficult calls requiring personal involvement - including threatening - abusive - or distraught callers
- Maintains a record of toll and long-distance calls
- Operates the internal and external paging system
- Maintains manuals - telephone files - and directories
- Performs file maintenance by updating computerized telephone files and telephone directories
- Sets up - operates - and monitors computer systems and peripheral equipment
- Assists in training other personnel in the proper use and maintenance of computer and telecommunications equipment
- Performs other related duties as assigned
- Work Schedule: Monday - Friday - 8:00am - 4:30pm with rotating weekends and holidays
- Recruitment & Relocation Incentives: Not authorized
Salary : $40,736 - $52,957