Call Center Operator - Overnights

Skills

• Dependable and detail-oriented communication skills
• Calm and precise performance under pressure
• High-volume call handling experience
• Verbal communication skills for high-volume environments
• Established emergency and non-emergency protocols
• Telephony or switchboard experience
• Medical or emergency call center experience
• Familiarity with Avaya or similar call center platforms

Responsibilities

• Serve as the first point of contact for incoming communications
• Answer and process high-volume inbound and outbound calls
• Handle emergency calls, pagers, and notifications with speed and accuracy
• Provide directory assistance and call routing across NIH institutes
• Support the implementation of TTY and language interpretation services
• Use call center systems for call routing, messaging, and scheduling
• Maintain accurate logs and documentation in accordance with established protocols
• Follow all emergency and non-emergency procedures with consistency and professionalism

Requirements

• 2+ years of call center or customer service experience
• U.S. Citizenship required
• Ability to obtain and maintain a Tier 2 (Public Trust) clearance

Qualifications

• High school diploma or equivalent

Benefits

On-site presence at the NIH facility in Bethesda, MD is required — remote work is not available for this role.

Pay

N/A

Schedule

11:00 PM - 7:00 AM, Monday through Friday