Telecommunications Attendant I

Description

Job Purpose:

Under general supervision, Telecommunications Attendants act as the primary point of public contact to answer, process, page, and direct calls serving the faculty, staff, and students of the University, Medical Center, and SLAC. This includes handling critical calls associated with the Medical Center and Lucile Packard Children's Hospital. Telecommunications Attendants report directly to the Supervisor of the Operator Services Unit (OSU) and work under the daily routine direction of the shift Lead. Attendants work both independently and collaboratively with other employees as needed while consistently meeting performance expectations.

Key Performance Metrics

• Customer Service Excellence: Strive to achieve a Customer Satisfaction Score (CSAT) of 90% or higher based on post-call surveys to demonstrate a strong commitment to delivering exceptional service.
• First Call Resolution (FCR): Aim for at least 85% of inquiries to be resolved on the first contact, reflecting efficiency and problem-solving capabilities.
• Average Handling Time (AHT): Maintain an average call handling time of under X minutes while ensuring quality service and effective problem resolution.
• Effective Communication: Demonstrate clear and professional communication skills, both verbally and in writing, ensuring that all interactions are easy to understand and convey accurate information.
• Response Time: Ensure prompt response to all incoming calls within X seconds, minimizing wait times and enhancing overall customer experience.

Job Responsibilities

The duties listed provide a representative sampling of key tasks associated with the job. They are not intended to be a complete list of all duties performed by employees in this classification.

• Provide directory listings and information; connect callers to the appropriate department, faculty or staff member, physician, patient, or student; establish conference calls.
• Quote long-distance calling rates; clarify system dialing capabilities; provide general assistance in using telephone and paging systems.
• Page Medical Center doctors and staff for incoming callers; announce pages within the Medical Center; provide both general and specific doctor-patient support during off-hours using on-call rosters and other reference documents.
• Dispatch medical emergency teams for the Medical Center in response to medical alert notifications (e.g., cardiac arrest, trauma, fire, chemical spills, disaster recovery, and police emergencies).
• Provide off-hours coverage and support for Stanford entities.
• Utilize call center and collaboration applications and systems to ensure first call resolutions, actively tracking performance metrics, and seeking feedback for continuous improvement.
• Carry out various administrative tasks, including maintaining information and paging directory databases, creating internal reports, reference material and archives, performing system diagnostics, test routines or system searches, and processing internal forms.
• Participate in process and performance improvement efforts: act as a mentor to co-workers, assist with training, and suggest improvements to call handling and customer service processes.
• Adhere to safety rules and procedures, promoting a culture of safety in all interactions.

Requirements

Qualifications:

• Experience working in a customer service-oriented environment, demonstrating the ability to handle high volumes of calls, preferably in a university or medical center setting.
• Strong command of English with polished telephone etiquette; ability to communicate clearly and effectively in both spoken and written forms.
• Ability to interface effectively with high-level professionals, managers, supervisors, and other clients; maintain professionalism in all interactions.
• Ability to exercise tact and diplomacy under pressure, while maintaining a calm demeanor and focus on customer needs.
• Proficiency in operating all telecommunications equipment, with documented keyboard skills (corrected typing rate of ***-50 words per minute).
• Hands-on experience with MAC or DOS systems and console operations; familiarity with automated paging systems.
• Capacity to work in a team environment, contributing toward shared service goals and actively participating in team efforts to enhance service quality.
• Knowledge of Stanford (University, Medical Center, SLAC), dispatch procedures, and medical terminology and disciplines.

Physical Requirements

• Constantly stand/walk, sit, use a computer, use a telephone, and perform light grasping and fine manipulation.
• Ability to remain on duty without leaving the console for three or more hours at a time.

Working Conditions

• May be required to work overtime on weekends, holidays, or on changing and/or unscheduled shifts; maintaining means of contact during off-hours is required.
• Required to remain on duty without leaving the console for three or more hours at a time.

Work Standards

• Interpersonal Skills: Demonstrates the ability to effectively collaborate with Stanford colleagues and clients while ensuring customer satisfaction.
• Promote a Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns and promotes safe behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable University policies and procedures, including personnel policies found in the University's Administrative Guide.

Training

3 to 6 weeks of training will take place Monday to Friday from 5 am to 5 pm. After training, shifts will be scheduled between 5 am and 11:30 pm, with prior notification.

This revised job description includes specific performance aspects related to customer service, effective communication, and overall job performance to clarify expectations for the Telecommunications Attendant Trainee role.