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Information Technology Services
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86116 Requisition #

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. 


Qualifications

  • 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 keyboarding skills (corrected typing rate of 40-50 WPM), head set, phone usage and basic computer (PC or MAC) skills.

  • Ability to communicate clearly, concisely and effectively with callers, clients, staff and management.

  • Ability to work and communicate effectively in a team environment.

  • 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.

  • Preference would be to have 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).

  • Polished and courteous telephone manner with clear speaking voice.

  • Excellent speaking, writing and spelling of the English language.

  • Flexibility to work any and all shifts (Day, Swing, Owl) any day of the week 24/7 including Holidays.

  • Ability to sit for up to three hours at a time, and to use a headset.

  • A high school diploma is required.

 

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.

 

We are not able to provide relocation or sponsorship for this position.

 

Thank you for your interest in Operator Services!

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