Westgate Resorts PBX Operator in MYRTLE BEACH, South Carolina

CFI

Job Description

Job Title: PBX Operator

Department: PBX

Reports To: Supervisor of Resort PBX

FLSA Status: Hourly Non-Exempt

SUMMARY

Relays incoming, outgoing, inter-office calls and information.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, and other duties may be

assigned.

Consistently meet all departmental standards including quality assurance monitoring percentages

provided by management, the use of standardized greetings, and call handling protocols.

Uses private branch exchange (PBX) switchboard to connect inbound and internal calls.

Maintains standards as outlined by management on service, delivery, and quality of call content.

Answers, screens, and routes call volume including inbound and internal calls.

Produces reports on request of call detail by department, extension, group, or location.

Supply information to callers and records messages.

Maintain necessary automated systems and manual processes to insure delivery of wake up calls.

Placement of wake up calls.

Make nightly courtesy calls as directed.

Receive, log, and secure all guest & internal mail/packages/faxes.

Maintains and shares information on business changes with co-workers.

Utilizes desktop software applications to provide service support for call volume at each specific

locations. This will include the on-line telephone directory.

Enters and creates service calls into CFI Service Desk.

Maintains service calls log.

Dispatches and coordinates calls to Technicians or Housekeepers.

Debrief all calls after completion of each call.

Properly closes all calls in CSD upon completion.

Follow up on all pending calls or calls in project.

Communicate with other Departments regarding service calls.

SUPERVISORY RESPONSIBILITIES

No Supervisory Responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability

required. Reasonable accommodations may be made to enable individuals with disabilities to perform

the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) and 6 months or more on PBX or telephone

experience in the customer service area.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos in English.

Ability to write simple correspondence and to effectively present information in one-on-one and small

group situations to customers, clients, and other team members of the organization in English. Ability

to effectively communicate using proper business language and voice quality skills associated with this

position.

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PBX Operator Resort

MATHEMATICAL SKILLS

Ability to add and subtract two digit numbers and to multiply and divide with 10s and 100s. Ability to

perform these operations using units of American money and weight measurement, volume, and

distance.

Ability to accurately transition villa number sequence into telephone extension numbers.

REASONING ABILITIES

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or

diagram form. Ability to deal with problems involving several concrete variables in standardized

situations. Ability to apply strong listening skills during customer contact situations. Ability to

provide customer service attitude/support and experience to customer contact situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Must be able to pass PBX new hire test with an 80% or higher score. The test consists of 20 questions

with regards to PBX operations and customer service.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a team member to

successfully perform the essential functions of this job. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to sit; use hands to

finger, handle, or feel; reach with hands and arms; and talk or hear. The team member is occasionally

required to stand, walk, stoop, kneel, crouch, or crawl. The team member must occasionally lift and/or

move up to 10 pounds. Required to use a headset during business hours.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member

encounters while performing the essential functions of this job. Reasonable accommodations may be

made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is occasionally exposed to moving

mechanical parts and risk of electrical shock. The noise level in the work environment is usually

moderate.

I have read and understand the essential job

functions as described on this job description.

Employee Name Date

Employee Signature

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PBX Operator