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Information Technology Services
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89266 Requisition #

Job Responsibilities

  • 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 Centers and SLAC.  This includes handling the critical calls associated with Stanford Health Care and Stanford Children’s Hospital.
  • Report directly to the Supervisor of the Operator Services Center (OSC) and work under the daily routine direction of the shift Leader. Attendants work independently as well as share group responsibilities with other employees as needed.  

 

Duties and Responsibilities
The duties listed under the Duties/Responsibilities section are designed to provide a representative sampling of key tasks and/or responsibilities associated with the job.  They are not intended to be a complete list of all the duties performed by employees in the classification.

  • Provide directory listings and information; connect callers to the appropriate department, faculty or staff member, physician, patient or student; establish conference calls.
  • 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).
  • 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.
  • Provide off-hours coverage and support for Stanford entities. 
  • Utilize call center and collaboration applications and systems to ensure first call resolutions.
  • Participate in process and performance improvement efforts: This includes regularly acting as a mentor to co-workers in the effort to improve call handling and customer services skills, assisting with training of co-workers, and reviewing, updating, and suggesting improvements to processes and process documentation.

Minimum Education and Experience Required
High school diploma or equivalent. (GED) and one year in Telecom Attendant Trainee position.
Must have one year of telecom attendant trainee experience.
 

Minimum Qualifications

  • Experience working in a customer service-oriented environment, with demonstrated ability to handle high volumes of calls, preferably in a university or medical center setting.
  • Polished telephone etiquette and manner, and ability to communicate clearly and effectively in English; reading, writing and spelling skills.
  • Ability to interface effectively with high-level professionals, managers, supervisors, and other clients. 
  • Ability to multitask, exercise tact, diplomacy, good judgment under pressure, and to hold information confidentially such as patient information, according to HIPAA (patient privacy rules).
  • Ability to operate telecommunications equipment, with demonstrated computerized keyboard skills (corrected typing rate of 40-50 words per minute), head set, phone usage and basic computer (PC or MAC) skills.
  • Experience working in a customer service environment, with demonstrated ability to handle high call volumes, use multiple phone lines, 2-way radio usage, preferably in a University and/or a Medical Center setting. 
  • Hands-on experience with MS Windows systems and complex console operations, such as the Spok System which interfaces with the University registry, paging systems, hospital public address system, automatic call distribution (ACD system).
  • Ability to work in a team environment and effectively contribute as a member of a team.
  • Have a thorough knowledge of Stanford (University, Medical Center, SLAC), of dispatch procedures and routines, and a knowledge of medical terminology and disciplines.

 

Physical Requirements

  • Constantly stand/walk, sitting, use a computer, use a telephone, grasp lightly/fine manipulation. 
  • Ability to be 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; requires maintaining means of contact during off-hours (for example, a current telephone number or beeper).
  • 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 work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu/. 

 

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
 
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
 
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
 

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

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