Call Center Operator - Weekend

HEITECH SERVICES•North Bethesda, MD

2d•Onsite

About The Position

The Call Center Operator provides front-line weekend operator services for the NIH CIT Emergency Call Center. This role supports general informational calls, emergency call handling, paging requests, teleconferencing, TTY support, interpreter-service coordination, database updates, and related administrative tasks in a mission-essential 24/7/365 environment during weekend-focused coverage.

Requirements

High school diploma or an associate degree.
Approximately two (2) years of call center experience preferred.
Telephony experience is a plus.
Strong verbal communication, listening skills, accuracy, and attention to detail.
Ability to remain composed during urgent or high-volume call activity.
Basic ability to learn call-center systems, databases, schedules, and operational procedures quickly.
Ability to obtain and maintain a Tier 2 Public Trust background investigation and HSPD-12/PIV access.
Ability to comply with HHS/NIH Rules of Behavior, annual security/privacy awareness requirements, and role-based training requirements applicable to the position.
Ability to work on Government facilities in Bethesda, Maryland, in support of a 24/7/365 essential-services operation.

Nice To Haves

Prior weekend shift experience in hospital operator services, switchboard, emergency dispatch support, or another high-sensitivity service environment.
Experience with AVAYA, SPOK, or similar call-center and paging systems.
Experience with TTY support, interpreter-service coordination, or public-facing information services.

Responsibilities

Receive and initiate telephone calls and support incoming and outgoing customer interactions for the NIH community and the public.
Activate emergency pages, overhead pages, and related no-fail call workflows with 100% accuracy and timeliness.
Support Code Blue, Fire, STAT, Brain Code, DART, operating-room call team, and other emergency protocols as trained.
Provide NIH directory and general information assistance; support conference calls, long-distance/international calls, facsimiles, and publication inquiries.
Assist the hearing-impaired/deaf community using TTY-enabled tools and support language interpreter services through CYRACOM.
Update on-call schedules, logs, non-electronic references, and database records in SPOK and related systems.
Support report generation and accurate documentation of call-center activities as assigned.

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