Telecommunications Attendant Trainee

This position is represented by SEIU Local 2007 and the collective bargaining agreement between the university and SEIU Local 2007 governs the terms and conditions of employment.

Description

Telecommunications Attendant Trainees report to the 24/7 Operator Service Center (OSC) Supervisor and work under close and frequent supervision. Routine call processing direction is provided by each shift’s Lead.

This is a 4-month, fixed-term position with the possibility of extending or transitioning to a continuing position.

Trainees participate in a 4-6 month on-the-job training program that is designed to prepare them to be fully functional in the Attendant role as a member of the SEIU Higher Education Workers Local 2007.

During the training period, Telecommunications Attendant Trainees spend the bulk of their time in the following activities: participating in structured training activities as detailed in the On-The-Job Training Program documents, training of software applications, phone systems, procedures, workflows and processing calls. Position requires working various shifts.

Trainees also spend substantial time performing the full range of Attendant duties. Their work is closely observed, and feedback is frequently provided by the supervisor, lead, clients, or designated trainers.

Job Related Duties:

• Participate in 4-6 weeks of individual training with Supervisor, lead and or trainer.
• Additional individual training on more advanced skills is periodically provided later in the training program.
• Participate in other structured training as assigned, including policy training, cross training, customer service training, and call observation.
• Perform Attendant duties under direct supervision.

Examples include:

• Process calls using appropriate paging and dispatching procedures for Stanford University, Stanford Health Care, Stanford Children’s Hospital and Stanford-affiliated Hospitals and Clinics. Dispatch life-saving emergency calls for SHC, SCH and University
• Process quick response maintenance calls for Land Building and Real Estate (Academic Buildings), Residential & Dining Enterprises (Student Housing), Environmental Health & Safety, generate appropriate work orders, thorough documentation of calls and actions taken, following dispatching and emergency procedures.
• Participate as a member of the team in process and performance improvement efforts.
• Perform miscellaneous job-related tasks: These include, but are not limited to calendaring, e-mail correspondence, system testing, diagnostics and data entry.