Telephone Operations Specialist

About the Role

The Telephone Operations Specialist at Get Offers is a flexible hourly contractor responsible for managing high-volume telephone operations. This role involves utilizing dispatch software and the Microsoft Office suite to meticulously document complete call handling workflows, from initial connection through information verification and data entry.

Key Responsibilities

• Call Routing & Connection Management: Efficiently route local, long-distance, emergency, and specialized calls using switchboard systems while monitoring signal lights and maintaining seamless connections.
• Customer Information Processing: Listen attentively to caller requests, verify unclear information through alternate spellings/locations, and provide accurate directory assistance using alphabetical/geographical references.
• Data Entry & Directory Maintenance: Update and maintain directory databases, categorize incoming information from multiple sources, and verify data accuracy across all records and systems.
• Dispatch & Device Coordination: Utilize computer-aided dispatch software and handheld computer device applications to log calls, track statuses, and generate operational reports.
• Performance Documentation & Reporting: Create Excel spreadsheets tracking call volumes, connection times, and accuracy metrics while preparing PowerPoint briefings for operational reviews.

Required Skills

• Microsoft Outlook (email/communication)
• Windows OS proficiency
• Microsoft Excel (call tracking, reporting, data analysis)
• Microsoft PowerPoint (briefings, training materials)
• Computer-aided dispatch software experience
• Handheld computer device applications
• Exceptional customer service and information verification

Technical Tools Used

• Telephone switchboard/call routing systems
• Computer-aided dispatch (CAD) software
• Handheld mobile device dispatch applications
• Microsoft Office Suite (Outlook, Excel, PowerPoint, Windows)
• Directory management databases
• Cloud collaboration platforms

Ideal Background

• Call center representatives with dispatch experience
• 911/emergency dispatch operators
• Customer service specialists using CAD software
• Directory assistance professionals
• Remote technical support with Microsoft Office proficiency

Preferred Qualifications

• Experience maintaining large organization directories
• High-volume customer service or dispatch background
• Multitasking in fast-paced remote environments

Key skills/competency

• Telephone Operations
• Call Routing
• Dispatch Software
• Microsoft Office
• Customer Service
• Data Entry
• Information Verification
• Switchboard Systems
• Call Management
• Operational Reporting