Switchboard Operator (Administrative)

This position is responsible for processing incoming telephone calls for all of Penn National Insurance Offices and subsidiaries by gathering details to determine who the customer needs to speak with, then conferencing and introducing the customer to the other party.  

 

COMPETENCIES AND ESSENTIAL DUTIES

Competency Description of Duties Team Building

• Demonstrates honesty; keeps commitments made to others; behaves in a consistent manner; keeps sensitive information confidential; adheres to moral, ethical, and professional standards, regulations, and organizational policies.
• Listens to others and objectively considers their ideas and opinions, even when they conflict with own.

Attention to Details

• Answer incoming calls, gather details, then conference the customer to the appropriate party.  Operates telephone hardware with accuracy.  Simultaneously uses multiple systems to assist customers.

Quality Orientation

• Provide a prompt, accurate, kind and professional customer experience.
• Works directly with internal and external customers and presents a high level of professionalism and customer service at all times.

Planning & Organizing

• Takes immediate action when confronted with a problem or when made aware of a situation.

Positive Approach

• Ability to recognize a security risk situation and respond as trained by Penn National Insurance.
• Supports other areas of the division and Customer Contact Center Team as requested.

Applied Learning

• Learn and apply general knowledge of company procedures.
• Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback.

Performs other duties as may be assigned by the Group Leader Customer Contact Center

CORPORATE CORE COMPETENCIES

Competency Proficiency Description Effectively Communicates and Connects

• Communicates clearly and concisely.
• Prepares written communications that adhere to department standards.
• Attentively listens and asks clarifying questions.
• Builds a positive relationships within the workplace.

Customer Focused

• Develops and maintains knowledge about the needs of customers and how the team provides value.
• Aware of customer risks and when to escalate risks.
• Identify and utilize the appropriate resources to solve customer problems.
• Accelerates follow-up and action to resolve issues.

Talent Development Mindset

• Brainstorm ideas for technical and/or professional development.
• Work with supervisor to identify relevant development opportunities, shadow opportunities, including technical skill building and professional skill enhancement.
• Act on opportunities to recognize colleagues for a job well done.

Demonstrates Adaptability

• Seeks to understand others' needs and perspectives, especially those different from my own.
• Open to learning about new and challenging ideas to drive the success of the work in which I am involved.
• Learning how to be flexible to accommodate deliverables and prioritize work effectively.

Demonstrates Accountability

• Takes ownership of mistakes and consults with others to resolve, learning from the experience.
• Consistently checks the accuracy of work.
• Provides coverage or assistance to others when needed.
• Proactively steps-up to provide guidance or assistance.

SPECIAL RELATIONSHIPS

• Daily contact with external and internal customers via the telephone
• Directs any telephone problems to the Customer Contact Center Group Leader or Analyst

 QUALIFICATIONS

Education/

Credentials

• High School Education or equivalent preferred

Experience

• Previous customer service and/or call center experience is necessary. 

Technical/ Professional Knowledge

• PC skills are necessary
• Very strong customer service and communication skills
• Understands and applies company guidelines during a crisis situation
• Have knowledge of, or be trained to understand the various departments within Penn National Insurance and its subsidiaries, and their primary functions

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
• Must be able to see and effectively use a computer monitor.
• Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
• Must be able to access and enter information accurately using automated systems.
• Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
• Must be able to maintain acceptable attendance and adhere to scheduled work hours of 8:00 AM – 4:30 PM.
• Must have a valid driver's license and be able to operate a motor vehicle.
• Must be able to travel, with overnight stays required.