Console Operator [20.5]

• Greets and directs all calls to Self-Realization Fellowship (SRF) Headquarters with warmth, accuracy and efficiency.
• Responds responsibly to a wide range of calls, which include departmental calls, counseling calls, first time inquiries, complaints, personal calls for monastics or employees, emergency and/or crisis.
• Screens and connects calls for the monastic community, as applicable
• Records, processes, and distributes ongoing new information and is able to adapt quickly to ongoing changes in call handling.
• Other position-related tasks, as assigned., * Stay current with SRF activities and events.
• Efficiently utilizes various telephone system features under time pressure (e.g., using the computer console, digital telephones, process “sign-outs” or special information messages on computer, set up conference calls).
• Standard computer skills to learn to use multiple applications simultaneously (Mitel console system and software program, Center Reference program and e-mail).
• Ability to remain composed when receiving urgent, emergency or difficult calls including VIPs, problematic callers and crisis situations.
• Ability to think quickly, using tact and discrimination with difficult callers.
• Works closely with other operators in an often-busy environment with ongoing ringing of phones.
• Patience for callers who cannot communicate clearly or speak slowly.
• Mature and understanding attitude towards people’s behavior and mentalities.
• The ability to manage complaints constructively.
• Exercises discretion when giving out information to the public.
• Flexibility with schedule to fill in for others as needed and help as able during holidays.
• Responsible to follow SRF’s policies and established processes.
• Honor and maintain a strict level of confidentiality.
• Responsible to follow SRF’s policies and established processes.
• Other position-related tasks, as assigned.

• Pleasant and professional telephone voice.
• High school diploma or equivalent.
• Good vocal control: ability to enunciate clearly, have control of pitch, speed, and tone of voice for foreign callers.
• Basic computer skills and technical knowledge, including Microsoft Word, Excel, navigation of SRF website, and internal operator programs for handling calls.
• Ability to handle a large volume of calls effectively.
• Patience and composure under stress.
• Responsible and organized, aware of details
• The ability to function well in a multi-task environment.
• Appreciation and respect for cultural and spiritual diversity.
• Previous operator experience is preferred.
• Comfortable with operating headsets, digital telephones, pagers.
• Excellent verbal and written communication skills to relay messages accurately.
• The ability to sit and/or stand for extended periods.

This is a part-time (20.5 hours per week), hourly non-exempt position. The weekly schedule is: Monday (4pm to 8pm), Tuesday (4:30pm to 8:45pm), Wednesday (4:30pm to 9:15pm), and Sunday (12pm to 8pm).