This position is located at the VA Medical Center in Salisbury, NC. The Telephone Operator operates the Automated Call Distribution (ACD) phone to connect incoming and outgoing calls. The work involves routing calls to their proper destination and providing telephone and organizational information to callers.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** The major duties include but are not limited to: Operates the medical center's telephone line; Uses courtesy, tact, diplomacy, manual dexterity, clear speech, and voice modulation in dealing with customers, staff, employees, and patients; Handles calls from mentally incompetent, alcohol or drug addicted persons who require special attention by the operator while attempting to locate the correct personnel to handle the call; Verifies patient appointments; Maintains the confidentiality of patient and employee information received; Uses a personal computer to retrieve information as needed to direct calls in a timely and accurate manner; Handles a full range of telephone calls including local, long distance and overseas calls; Deals with multiple phone calls or situations simultaneously and displays good common sense and quick decision-making skills; Performs other related duties as assigned. Work Schedule: Various tours with rotating weekends and holidays Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved Financial Disclosure Report: Not Required Preferred Experience: Call Center, Customer Service and Telecommunications.

Requirements

Qualifications

To qualify for this position at the GS-4 level, you must meet one of the following requirements: GENERAL EXPERIENCE: At least one (1) year of general experience that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Telephone Operator position. General experience is defined as progressively responsible clerical, office, or other work that indicates your ability to perform the duties of this position. NOTE: Experience must be fully documented on your resume and must include job title; duties; month and year start/end dates AND hours worked per week. ~OR~ EDUCATION: Two (2) years of education above the high school level for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic 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. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. ~OR~ COMBINATION: Equivalent combination of successfully completed post-high school education and general experience, as described above, which meet the total qualification requirements for this grade level. NOTE: Your experience must be documented in your resume and transcripts are required. You will be rated on the following Competencies as part of the assessment questionnaire for this position: ClericalCustomer Service (Clerical/Technical)Interpersonal SkillsTelecommunications IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Physical Requirements: The work is primarily sedentary in nature and will include long periods of sitting, standing and walking. Required to work shift with minimal time away from the switchboard, especially if the lone operator on duty. May be required to work rotating shifts with rotating days off. At times, the position may be required to work an evening shift and return the next day for day shift hours. The person in this position will be required to walk distances between buildings on the medical center campus. 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/.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

NOTE: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).

Contacts

• Address WG Bill Hefner Salisbury VA Medical Center 1601 Brenner Avenue Salisbury, NC 28144 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]