Telecommunications Equipment Operator (Call Center)

Telecommunications Equipment Operator (Call Center)

• $3,000 SIGN-ON BONUS*
• Salary wage $37,696 – $49,009 per year (The salary listed represents full-time employment and will be pro-rated based on the actual number of hours worked each pay-period. Likewise, benefits and time-off accrual will also be prorated and based on your part-time work schedule.)
• (5) Full Time positions: (4) positions are Monday through Friday, 8:00am to 4:30pm and (1) position is 3:30pm to 11:30pm, all with a rotation on weekends.
• (2) Part Time positions: 10 hours and 15 hours per week between the hours of 8:00am to 5:00pm which can be worked on weekdays, weekends or a combination of both.

Telecommunications Equipment Operator enjoy these perks:

• Working in a state-of-the-art facility with sit to stand workstations
• Accessible Employee Wellness programs
• Flexible work schedules and shifts
• Workforce and leadership development programs
• Childcare subsidy program
• Free on-site Fitness Center
• Dining options and a tax-free retail store
• Career enhancement opportunities
• Smoke/drug-free workplace
• Enhance to emphasize career development/training/career expansion

Other VA benefits:

• Eligible to receive time off:
• Annual Leave: 104 hours annually
• Sick Leave:104 hours annually
• 12 paid federal holidays annually
• Double time pay for holidays worked

• Retirement plan
• Thrift Savings Plan
• Health Insurance
• Life Insurance
• Vision & Dental Insurance
• Flexible Spending

***These are NOT VIRTUAL positions. You must live within or be willing to relocate within a commutable distance of Madison, Wisconsin.***

Telework: VA supports the use of telework to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

These positions are located within the Centralized Attendant Center at the William S. Middleton Memorial Hospital in Madison, WI. The Telecommunications Equipment Operator performs a variety of different duties relating to the provision of telephone and related telecommunications services to all facilities.

The primary purpose of the position is to provide comprehensive telephone and telecommunications support to all VISN 12 facilities and customers, and is part of the VISN 12 Centralized Attendant Center located at the William S. Middleton Memorial Hospital, Madison, Wisconsin.

Duties include:

• Providing a Customer Centric approach
• Representing the VA with positive interactions enhancing the Veteran/Customer experience
• Greeting telephone customers, assesses needs and accurately transfers calls to appropriate department or individual
• Providing general telephone information and visitor referral services upon request such as: appointment details, telephone numbers, resources and clinic hours/location
• Operating telephone system to receive and connect incoming and outgoing calls by computerized equipment
• Processing reports of telephone system outages and documents the issue in a technical log
• Operating the internal and external paging system;
• Maintaining, listing and monitoring computer generated telephone files
• Performing file maintenance work such as updating usernames, departments and telephone directories
• Operating and monitoring computer system and peripheral equipment
• Performing routine tests on computer and telecommunications equipment for operation
• Performing appropriate system maintenance procedures
• Performing other related duties as assigned

Requirements:

• You must be a U.S. Citizen to apply for this job
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment.
• Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Department of Veterans Affairs Personnel

Requires:

At least one (1) year of specialized experience equivalent to the next lower grade level (GS-04) in Federal Service that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Telecommunications Equipment Operator and that is typically in or related to the position to be filled. Specialized experience includes: providing information of routine nature; receiving and directing callers; providing general clerical and referral services; connecting incoming calls using telecommunications system; maintaining records of calls; and operating and monitoring computer systems.

~ OR~

Successfully completed four (4) years above high school in any field which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation.

~ OR~

Equivalent combination of successfully completed post-high school education (beyond the second year) and specialized experience, as described above, which meet the total qualification requirements for this grade level. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university. NOTE: Your experience must be documented in your resume and transcripts are required.

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

• Computer Skills
• Interpersonal Skills
• Problem Solving
• Telecommunications

A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Please visit USAJOBS announcement # CARZ-11907443-23-SER for a full list of requirements and application credentials, or click here: https://www.usajobs.gov/job/716106000

Application deadline: Thursday, April 13, 2023

IMPORTANT:

• A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities.
• Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
• Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

William S. Middleton Veterans Hospital, 2500 Overlook Terrace, Madison, WI 53705

The William S. Middleton Memorial Veterans Hospital and VISN 12 is committed to fostering and sustaining an environment which celebrates diversity, provides equitable opportunities for employment and promotion, and supports inclusiveness in our culture.

Together, we strive to create and maintain working and learning environments that promote professional growth and teamwork, and are inclusive, equitable and welcoming. We embrace our differences as individuals and unite as a team toward a common goal: to serve our nation’s Veterans.

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Job Types: Full-time, Part-time

Pay: $37,696.00 – $49,009.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Signing bonus

Work Location: In person