Job Description
Job Description
KEY PHONE OPERATOR SUMMARY:
The Key Phone Operator will be responsible for answering and processing incoming calls with the highest level of customer service, supporting HR with administrative tasks, projects, and employee engagement, as well as assisting with company meetings. This position must be very detail-orientated, requiring someone who is personable, dependable, and responsible, with excellent organizational, verbal, and written communication skills.
KEY PHONE OPERATOR ESSENTIAL DUTIES AND FUNCTIONS:
Answer and screen a multiple phone line system while directing callers to the appropriate associate in the correct department or their voice mailbox if they are unavailable.
• Answers frequently asked questions regarding company’s address/location, hours of operation, etc.
• Assists in trouble shooting phone system issues with IT Department.
• Uses a high level of integrity and confidentiality; this includes any HR discussions, incoming and outgoing documents within the HR Department.
• Maintains accurate and up-to-date human resource files, records, and documentation while exercising a high level of integrity and confidentiality. This includes any HR discussions, incoming and outgoing documents within the HR Department.
• Maintain effective working relationships with employees in various office locations and clients/customers/vendors.
• Answers frequently asked questions from applicants and employees relative to standard policies, benefits, and hiring processes. Refers more complex questions to appropriate HR staff or management.
• Assists with employee breakroom supplies and employee bulletin board management.
• Processes incoming and outgoing mail/packages/documents.
• Post announcements, memos, etc. in plant and office areas for all employees.
• Follow all company policies and procedures.
KEY PHONE OPERATOR COMPETENCIES:
Communication Proficiency
Ethical
Customer Focused
Personal Effectiveness/Credibility
Flexibility / Adaptability
Organization
KEY PHONE OPERATOR EDUCATION and/or EXPERIENCE:
• High school diploma or equivalent is required.
• 1-2 Years prior customer service experience with related phone operator skills.
KEY PHONE OPERATOR OTHER SKILLS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the level of knowledge, skill, and/or ability required.
• Must possess excellent telephone answering skills
• Answer and screen a multiple phone line system and direct calls to the appropriate associate in the correct department or to their Voice Mailbox if they are unavailable
• Ability to read and comprehend simple instructions, short correspondence, and memos
• Ability to write simple correspondence and memos
• Ability to effectively present information during one-on-one and small group situations to customers, clients, and other employees of the organization
• Basic understanding of administrative, clerical procedures and systems
• Excellent verbal and written communication skills
• Excellent customer and interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy
• Must be reliable, detail oriented, organized, ability to demonstrate proactive thinking in all situations
• Proficient with Microsoft Office Suite or related software
KEY PHONE OPERATOR PHYSICAL DEMANDS AND WORK ENVIRONMENT:
• Occasionally required to stand or walk, climb stairs, bend, and stoop
• Continually required to sit and work on a computer.
• Continually required to utilize hand and finger dexterity.
• The employee must occasionally lift and/or move up to 25 pounds.
• Occasionally required to drive.
KEY PHONE OPERATOR/HR ASSISTANT ADDITIONAL DUTIES:
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.