Switchboard Operator

About the role

The Switchboard Operator serves as the primary point of contact for incoming calls to a federal customer and is responsible for operating a multi-line telephone console, routing callers to the appropriate offices or personnel, providing approved directory and general information assistance, and supporting emergency notification protocols.

Responsibilities

• Answer a high volume of incoming calls promptly, professionally, and in accordance with customer greeting and etiquette standards.
• Screens callers to determine the nature of requests and route calls to the appropriate government office, contractor point of contact, or voicemail box.
• Provide accurate general information including office hours, contact information, extensions, and facility information using approved directories and resources.
• Operate and manage multi-line VoIP or PBX telephone systems, including transferring, conferencing, holding, and paging functions.
• Support after-hours, overnight, weekend, and holiday coverage requirements as required by contract operations.
• Maintain and update telephone directories, extension lists, on-call rosters, and duty officer contact lists.
• Clock in and out, track call volume, misrouted calls, and directory errors for operational reporting and continuous improvement efforts.
• Serve as the initial point of contact for emergency calls received through the switchboard and follow established Emergency Action Plan procedures.
• Initiate authorized paging, overhead announcements, and mass-notification procedures during emergency situations.
• Notify designated duty officers, Facility Security Officers, emergency responders, and other personnel in accordance with site protocols.
• Maintain accurate logs and records for emergency, medical, safety, and security-related calls.
• Provide backup receptionist or visitor support functions when assigned.
• Maintain confidentiality of caller information and internal directory information.
• Comply with all site security requirements, telecommunications policies, customer rules, and company standards of conduct.
• Report suspicious calls, bomb threats, harassment concerns, adverse information, or security incidents in accordance with site procedures and federal guidance.

Requirements

• High school diploma or equivalent required.
• Minimum one year of experience operating a multi-line telephone system, reception desk, call center console, or similar communications position.
• Strong customer-service skills with a professional, courteous, and articulate speaking voice.
• Ability to type at least 30 words per minute and navigate directories and software systems while actively handling calls.
• Basic proficiency with Microsoft Outlook, Microsoft Teams, and web-based directory applications.
• Ability to remain calm and follow procedures during high-volume or emergency call situations.
• Familiarity with VoIP, PBX, Cisco, Avaya, Teams Calling, or similar communications systems is preferred.
• Experience supporting a federal facility, military installation, courthouse, healthcare facility, or government agency is preferred.
• Must be a U.S. citizen; work sponsorship is not available due to federal security restrictions.

Qualifications

• Employment is contingent upon obtaining and maintaining a favorable Tier 1 background investigation (SF 85) and HSPD-12 Personnel Identity Verification (PIV) or Common Access Card (CAC) credential and enrollment in the Continuous Vetting (CV) program.

Skills

• Customer service skills.
• Technical skills in operating multi-line telephone systems.
• Ability to maintain confidentiality.
• Ability to remain calm under pressure.
• Ability to follow procedures.

Benefits

N/A

Pay

N/A

Schedule

N/A