Call Center Operator

B360 is Seeking Qualified Call Center Operator for NIH Emergency Call Center Services in Bethesda, Maryland

Job Title: Center Operator – NIH Emergency Call Center

Job Summary:
The Call Center Operator will be the first point of contact for incoming calls to the NIH Call Center. This role is responsible for handling general inquiries, directing calls to the appropriate departments, and assisting the hearing-impaired community with TTY calls.

Responsibilities:

• Answer and direct incoming calls to the appropriate NIH department.
• Provide general information and assistance to callers.
• Support emergency paging requests, Signal Paging, and Code Blue emergencies.
• Log all call information accurately and update databases.
• Provide assistance with TTY calls for the hearing impaired.

Education:

• High school diploma or equivalent; associate’s degree preferred.

Skills:

• Strong communication and customer service skills.
• Ability to operate telecommunication systems (AVAYA, SPOK).
• Proficient in Microsoft Office Suite.
• Attention to detail and ability to handle high call volumes.

Certifications:

• First Aid/CPR certification (preferred).

Years of Experience:

• At least 2 years of experience in a call center environment.

Tools:

• AVAYA systems, SPOK software, Microsoft Office Suite.

Pay: $46.00 - $65.00 per hour

Work Location: In person