The Telecommunications Operator reports directly to the Head, Voice Telecommunications Section. The incumbent is the telephone operator, responsible for receiving, evaluating, handling non-emergency and emergency telephone calls for the Library of Congress and handling a varied of complex telephone services rendered by the Operator Call Center. The incumbent exercises initiative, resourcefulness, and judgment to effectively and efficiently maintain the Library's call center services.
This position is located in Networking/Networking-Data, Office of the Deputy Chief Information Officer, Office of the Chief Information Officer, Office of the Chief Operating Officer, Office of the Librarian.
The position description number for this position is 231997.
The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.
The incumbent of this position will work a flexitime work schedule.
This is a non-supervisory, bargaining unit position.
Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.
Any person(s) selected for this position may be converted to a permanent appointment if the position becomes available as a permanent position.
Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision.
Knowledge of call center technologies, capabilities, and equipment operating characteristics.**
Ability to coordinate conference calls.**
Ability to provide professional customer support.**
Ability to provide customer service while exercising judgment and discretion.**
Ability to troubleshoot operator call issues.
Ability to utilize computer technology.
Ability to communicate in writing.
Ability to communicate effectively other than in writing.
No additional requirements to those listed above.