Hybrid Telephone Operator (Part-Time) at The Claremont Colleges

ABOUT THE POSITION:

Purpose of Position: This customer-facing position plays an active role in answering the main phone line for The Claremont Colleges.

An ideal candidate demonstrates perseverance, tact and empathy while addressing customer requests. They proactively seek solutions using critical thinking and an analytical approach and can resolve issues with creativity and flexibility. They maintain their composure in unexpected and high-pressure situations with thoughtfulness and patience. They can work autonomously and as a team player.

Essential Functions:

The following are the essential duties and responsibilities the incumbent must be able to perform.

• Answers all incoming calls in a timely manner. 
• Assists callers by answering questions and connecting them to relevant resources within the Colleges. 
• References in real time a variety of campus resources to assist callers such as, but not limited to, campus websites, maps, directories, or calendars. 
• Upon request, maintains a data log of all incoming calls and make appropriate changes in campus directories as necessary. 
• Willing to work rotating shifts with appropriate notice, which may include days, nights, weekends, and holidays. Candidates may occasionally be required to cover shifts on short notice in the event of unforeseen circumstances.
• Effectively communicates and collaborates in a high-performance team environment. 
• Perform other related duties and responsibilities appropriate to the position.

Supervisory Responsibility

• Number of Direct Reports: None
• Title(s) of Direct Report(s): Not Applicable

Required Work Hours: The regular hours for this full-time position will be within the Switchboard Operating hours of 8:00 a.m. to 8:00 p.m. Monday through Friday, 9:00 a.m. to 4:00 p.m. on Saturday, and 10:0 am to 4:00 p.m. on Sunday. Weekly schedule will not exceed 40 hours unless exceptional circumstances occur. Expected to work holiday, weekend, and/or evening hours in rotation with other staff with appropriate notice. Regular hours may vary due to needs of the organization or business unit.

Qualifications

Required Qualifications: The following qualifications are required to perform the essential functions of this position, or the individual must be able to demonstrate how the essential functions will be performed (with or without reasonable accommodation) using other qualifications not listed below.

Education and Experience:

• High school diploma or equivalent 
   

Required Experience:

• Experience providing excellent customer service. 

• One (1) or more years of experience working in a customer service environment 

• Experience answering and redirecting phone calls. 

Required Knowledge and Critical Skills:

• Ability to maintain a high level of professionalism with clients and establish a positive rapport with every caller.

• Knowledge of Microsoft Office Suite (Word, Excel, etc.) 

• Ability to use strong analytical and problem-solving skills. 

• Ability to organize and prioritize in a fast-paced, team-oriented environment.
• Excellent verbal and written communication skills in English.

Preferred Qualifications: The following qualifications are preferred:

• Proficiency in understanding and speaking Spanish is preferred.

Work Schedule:

Our switchboard operates Monday through Friday from 8:00 AM to 8:00 PM, and on weekends from 9:00 AM to 4:00 PM. We are looking for someone who is highly flexible with scheduling this is a part-time position working 20 hours a week. There are no set shifts, and coverage needs may vary - especially when covering for team members who are on vacation or otherwise unavailable. Willingness to adjust hours as needed is essential for this role. The position requires availability during some holidays when students remain on campus.

COMPENSATION

Pay: The hourly rate for this position is competitive and commensurate with the duties, responsibilities, and qualifications required for the position, between $18 - $21 an hour depending on experience.

Benefits: This position is eligible for our employment benefits package including:

• medical, dental, vision,
• 10% retirement contributions after one year (no matching required),
• group life insurance,
• generous time off,
• professional development funds,
• discounts for mobile plans, software, and entertainment,
• access to fitness facilities,
• and more!

PHYSICAL REQUIREMENTS

Sedentary work that primary involves sitting and standing:

☐  Constantly       ☒  Frequently             ☐  Occasionally          ☐  Never

Active work that primary involves standing and walking:

☐  Constantly       ☐  Frequently             ☒  Occasionally          ☐  Never

Light work that involves moving objects weighing up to 10 pounds:

☐  Constantly       ☐  Frequently             ☒  Occasionally          ☐  Never

Medium work that includes moving objects weighing up to 25 pounds:

☐  Constantly       ☐  Frequently             ☒  Occasionally          ☐  Never

Medium work that includes moving objects weighing up to 40 pounds:

☐  Constantly       ☐  Frequently             ☒  Occasionally          ☐  Never

Heavy work that includes moving objects weighing up to 50 pounds:

☐  Constantly       ☐  Frequently             ☒  Occasionally          ☐  Never

Operate a computer or other work requiring repetitive movement of wrists, hands, & fingers:

☒  Constantly       ☐  Frequently             ☐  Occasionally          ☐  Never

Operate a street legal golf cart, a company automobile, or other heavy machinery:

☐  Constantly       ☐  Frequently             ☐  Occasionally          ☒  Never

Read or write electronic or printed materials:

☒  Constantly       ☐  Frequently             ☐  Occasionally          ☐  Never

Communicate verbally in person, by phone or another device:

☒  Constantly       ☐  Frequently             ☐  Occasionally          ☐  Never

Moving body into different positions to work down low, overhead, or outward:

☐  Constantly       ☐  Frequently             ☒  Occasionally          ☐  Never

Work involving climbing ladders, stairs, scaffolding, or similar:

☐  Constantly       ☐  Frequently             ☐  Occasionally          ☒  Never

Work in various environments including low, high, tight, low-ventilation, or confined spaces:

☐  Constantly       ☐  Frequently             ☐  Occasionally          ☒  Never

Work indoors in climate-controlled spaces:

☒  Constantly       ☐  Frequently             ☐  Occasionally          ☐  Never

Work outdoors in various weather conditions:

☐  Constantly       ☐  Frequently             ☐  Occasionally          ☒  Never

Work in a noisy environment:

☐  Constantly       ☐  Frequently             ☒  Occasionally          ☐  Never

Wear:

☐  Uniform            ☐  Work or Non-Slip Shoes               ☐  Personal Protective Equipment

Disclaimer:

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. When duties and responsibilities change and develop, The Claremont Colleges Services will review this job description and make changes of business necessity. TCCS reserves the right to modify job duties or assign additional duties as needed.

ADA/OSHA:

This job description defines the essential job duties of this position. The Claremont Colleges Services expects that employees hired for this position can perform the essential functions of this job without imposing risk of substantial harm to the health or safety of themselves or others. It may also include marginal functions, generally defined within Title I of the Americans with Disabilities Act (ADA) and the Occupational Safety and Health Administration (OSHA).

Equal Opportunity Employer:

TCCS is an equal opportunity employer. TCCS managers make employment decisions on the basis of merit, with the aim of having the best available person in every job. TCCS prohibits discrimination based on all characteristics protected by federal, state, or local law or ordinance or regulation. TCCS also prohibits discrimination based on the perception that anyone has any of these characteristics or is associated with a person who has or is perceived as having any of these characteristics. All such discrimination is unlawful.