Switchboard Operator (Part Time) - Lubbock, Ave. Q

POSITION PURPOSE

Responsible for directing calls to the correct extension in a prompt and courteous manner.  Provides basic information to incoming callers in regards to products and services.    

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1.    Assumes responsibility for the effective and professional completion of Operator functions.              

• Transfers calls to appropriate personnel or department based on customer needs.
• Provides general information to customers on Bank policies, procedures, and programs.
• Receives customer telephone questions and complaints in a professional manner.
• Maintains and projects the Bank's professional reputation.

2.    Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.

• Keeps supervisor informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends and participates in meetings as required.

3.   Assumes responsibility for related duties as required or assigned.     

• Assists other departments as necessary.
• Performs related clerical duties as needed.  
• Keeps work area clean, secure, and well maintained.

PERFORMANCE MEASUREMENTS

1.         Operator functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.        

2.         Good business relations exist with customers.   Customer problems and complaints are promptly and professionally addressed and resolved.

3.         Accurate and complete information about Bank products and services is provided to customers.

4.         Good working relationships and coordination exist with area personnel and with management.  Appropriate assistance is provided to area staff as needed.   Supervisor is informed of activities.

5.         Required reports and records are accurate, complete, and timely.

6.         The Bank's professional reputation is conveyed and maintained.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: General knowledge of Bank policies and procedures is helpful.

EXPERIENCE REQUIRED: At least 1 year of switchboard or customer service experience.

SKILLS/ABILITIES:                   

Excellent communication and public relations skills.

Ability to work well under pressure.

PBX Switchboard skills.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: 

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

TALKING: 

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: 

Able to hear average or normal conversations and receive ordinary information.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: 

Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS

NONE: 

No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: 

Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

MATHEMATICS ABILITY: 

Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).

LANGUAGE ABILITY: 

Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.

Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.

Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.