University Telephone Operator, Office of the Dean of Students Job at Wake Forest University
Application Instructions:
External Applicants: Please upload your resume on the Apply screen. Your application will automatically populate your resume details, and you may verify and update data on the My Information page.
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** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.
Job Description Summary
The University Telephone Operator role has primary responsibility for fielding calls directed to the main number for Wake Forest University. The Operator often serves as the “voice of Wake Forest” and as a primary point of communication with external callers, parents, faculty, staff, and students. The Operator may also be responsible for providing general information upon request. The Operator ensures professional and friendly customer service to University customers as well as the community. This individual also assists with general office and administrative support.
Job Description
Essential Functions:
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Primary operator for the university’s main phone line. Greets callers in a professional and friendly manner.
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Quickly identifies callers needs and transfers to the appropriate person or department.
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Ability to effectively use the multi-line switchboard console.
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Provides general information about the University as requested.
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Researches campus web pages to determine how to fulfill requests from the caller.
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Works with campus departments to ensure up to date and accurate information is available on their websites and informs them of broken links.
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Responsible for recruiting, supervising, and training a team of up to six student employees to have high quality interactions with our callers.
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Responsible for data input and analysis related to call tracking. Reviews monthly to identify call trends and potential gaps and works to identify process improvements.
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Assists with a variety of administrative duties and projects requiring attention to detail, accuracy and adherence to deadlines.
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Works with campus partners during campus crises to ensure consistent university response.
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Knowledge of University policies and procedures.
Other Functions:
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Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students, faculty or staff. (Accessing or disclosing such information or data must be deemed necessary for the performance of one’s job responsibilities and must be authorized by the employee’s supervisor.)
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Performs other related duties as assigned.
Required Education, Knowledge, Skills, Abilities:
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High school diploma, GED or equivalent combination of education and experience.
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Knowledge of telephone switchboards, software, and related equipment.
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Must practice professional telephone etiquette, to include the ability to effectively convey information and speak clearly and precisely to others.
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Must demonstrate good judgment and maintain composure during stressful situations.
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Data entry and retrieval skills.
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General understanding of University functions.
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Knowledge of superior customer service standards and practices; ability to demonstrate good customer service skills.
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Organized, dependable, and detail oriented.
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Be proficient in the English language. Ability to read, write and communicate in English.
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Excellent verbal communication and interpersonal skills.
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Must have basic knowledge of computer operations to include the use of email and web browsers.
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Basic knowledge of MS Office suite
Preferred Education, Knowledge, Skills, Abilities:
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One or more years of call center or switchboard experience which includes interaction with the public.
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Customer service experience.
Accountabilities:
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Recruits, trains and supervises student employees
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Works under minimal supervision.
Physical Requirements
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Sedentary work. Typing, talking, hearing, repetitive motions. Close visual acuity. Not substantially exposed to adverse environmental conditions.
Additional Job Description
Note:
This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by the employee’s supervisor.
Employee Vaccination Mandate:
In an effort to protect the health and safety of the campus community, all faculty and staff positions, excluding staff who perform duties exclusively at Graylyn Conference Center, are required to be
fully vaccinated
with an FDA approved or authorized COVID-19 vaccine prior to their hire date. Once hired, faculty and staff must maintain full COVID-19 vaccination status throughout their employment at Wake Forest University. Faculty and staff with disabilities or sincerely held religious beliefs that preclude vaccination should contact Human Resources to request a reasonable accommodation.
To help provide a safe learning and living community, Wake Forest University conducts background investigations and drug screens for all final candidates being considered for employment.
Wake Forest seeks to recruit and retain a diverse workforce and encourages qualified candidates across all group demographics to apply.
Wake Forest University is committed to providing access and reasonable accommodation in employment for individuals with disabilities
Time Type Requirement
Full time
Note to Applicant:
This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.
In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.
Wa
ke Forest
seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and
encourages qualified candidates across all group demographics to apply.
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