This position is located in Voice Communications Section, Data Center Management Division, IT Service Operations Directorate, Office of the Chief Information Officer. The position description number for this position is 231997. The incumbent of this position will work a flexitime, compflex or maxiflex work schedule.This is a non-supervisory, bargaining unit position.The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.

Duties

Responsible for the day-to-day operations of the Operator Call Center. Receives local, long distance and international calls, directing incoming operator-assisted and outgoing calls to appropriate individual, directorates and outside contacts. Extend and respond appropriately to all calls displaying courtesy at all times. Properly interprets caller's request and convey accurate information to appropriate personnel. Utilizes the Library of Congress's automated information service to provide accurate information about staff, location, divisions and events. Maintains a listing of FAQ and (Division and Reading Room) hours.Serves as the primary point of escalation in effort to successfully assist difficult callers, coordinate difficult telephone connections; such as, complex international or carrier assisted calls. Handles malicious/suspicious calls and reports any threatening call activity to management. Maintains call center operator schedule to make sure that the Library of Congress main number is adequately staffed. Makes recommendations for the addition of personnel to operator staff. Provides operators with day-to-day guidance for assurance that all duties performed are rendered in an accurate, tactful, courteous, and expeditious manner. Insures that the appropriate up-to-date reference guides are available. Keeps all operators informed of all new procedures. Orients and mentors new staff on the use of equipment and procedures when handling calls.Maintains an up-to-date schedule of operator assisted conference calls. Assures that all LOC operator assisted conferences are setup accurately and timely. Familiar with conference equipment necessary for in-house conferences. Operates conference bridge equipment to coordinate Library conference calls. Coordinates large conferences calls between staff and carriers. Analyzes conference request and recommends best conference solution.

Requirements

Qualifications

Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision.Knowledge of call center technologies, capabilities, and equipment operating characteristics.**Ability to coordinate conference calls.**Ability to provide professional customer support.**Ability to provide customer service while exercising judgment and discretion.**Ability to troubleshoot operator call issues.Ability to utilize computer technology.Ability to communicate in writing.Ability to communicate effectively other than in writing.

Contacts

• Address LIBRARY OF CONGRESS Human Resources Dept. 101 Independence Ave. SE LM107 Washington, District of Columbia 20540-2700 United States
• Name: Job Help Desk
• Phone: 202-707-5620
• Email: [email protected]