Switchboard Operator

Project Execution

• Complete assigned tasks within established timelines, scope, and quality standards.
• Deliver accurate and high-quality work products aligned with project objectives.
• Identify potential issues and collaborate with team members to develop effective solutions.

Collaboration and Communication

• Maintain regular communication with supervisors regarding progress, challenges, and potential delays.
• Work cooperatively with staff, partners, and stakeholders to support program objectives.
• Share knowledge, best practices, and resources that contribute to team success.

Risk Management

• Proactively identify operational risks or service concerns.
• Participate in developing and implementing solutions to minimize risk and service disruptions.

Adherence to Project Plans and Standards

• Follow established schedules and meet required deadlines.
• Comply with all project procedures, methodologies, and performance standards.

Continuous Improvement

• Participate in team reviews, lessons learned, and process improvement activities.
• Provide constructive feedback to improve program effectiveness and efficiency.

Resource and Cost Management

• Utilize assigned resources responsibly and efficiently.
• Support cost-control efforts through effective use of time and materials.

Accountability and Professional Responsibility

• Take ownership of assigned duties and deliverables.
• Adhere to professional ethics, confidentiality requirements, Texas Workforce Commission (TWC) guidelines, and SERCO of Texas policies and procedures.

Duties and Responsibilities

• Support and promote the mission, vision, and values of SERCO.
• Operate telephone, switchboard, intercom, and public address communication systems.
• Answer incoming calls, greet callers professionally, provide information, transfer calls, and take accurate messages.
• Route emergency calls according to established procedures.
• Page staff members using appropriate communication equipment when necessary.
• Receive, relay, and route written and verbal messages.
• Place outgoing calls and coordinate conference calls as directed.
• Perform clerical duties including data entry, typing, and proofreading, scheduling appointments, maintaining records, and sorting mail.
• Escalate unresolved customer inquiries to management or designated staff.
• Maintain a clean, organized, and professional work area.
• Answer basic questions regarding Workforce Development programs and services using approved reference materials.
• Aid walk-in customers and provide general customer service support.
• Perform additional duties as assigned.

Required Skills And Competencies

• Strong written and verbal communication skills.
• Excellent customer service and interpersonal skills.
• Ability to listen attentively and respond appropriately to customer needs.
• Strong reading comprehension and ability to understand work-related documents.
• Effective problem-solving and critical-thinking abilities.
• Ability to communicate information clearly and accurately.
• Service-oriented mindset with a commitment to assisting customers.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced environment while managing multiple task.

Required Qualifications

• A High School Diploma, GED, or equivalent.
• Experience using office equipment and administrative systems, including word processing, file management, data entry, and recordkeeping.
• Ability to provide professional customer service and communicate effectively with customers, staff, and community partners.

Preferred Qualifications

• Two (2) years of experience in customer service, reception, call center operations, or other customer-facing environments.
• Some college coursework in Business Administration, Communications, Public Administration, or a related field.
• Experience working in workforce development, public service, or community-based programs.