Job Description

We are seeking a professional, polished, and customer-focused Switchboard Associate / Call Center Agent to serve as the first point of contact for our organization. This role is ideal for an experienced call center professional who thrives in a fast-paced environment, demonstrates excellent communication skills, and understands the importance of creating a positive first impression for every caller.

Key Responsibilities

Call Handling & Routing

• Operate the company switchboard system, managing multiple incoming and outgoing calls with professionalism and courtesy
• Accurately route calls to the appropriate departments or individuals using the company directory as needed
• Screen and transfer calls with tact, discretion, and confidentiality

Customer Service

• Deliver exceptional customer service to all callers
• Address general inquiries and provide information regarding company products, services, or operations
• Maintain a calm, professional, and pleasant demeanor at all times

Message & Call Management

• Take detailed and accurate messages for unavailable employees
• Relay messages promptly via email, text, or designated communication channels
• Log call details including caller information, purpose, and duration

Emergency & Administrative Support

• Respond calmly and effectively to emergency calls by following established protocols
• Notify designated emergency personnel when required
• Assist with internal communications, company-wide announcements, and directory updates
• Collaborate with the receptionist to ensure seamless coverage during breaks and shift changes

Training & Development

• Participate in ongoing training to enhance skills and performance

Qualifications & Experience

• High School Diploma or equivalent (required)
• Minimum 1 year of call center or switchboard experience (required)
• Prior experience in manufacturing, warranty support, or related industries is a plus
• Strong proficiency with Microsoft Office applications
• Polished, articulate, and well-spoken with excellent verbal and written communication skills
• Ability to handle confidential information with discretion
• Comfortable working in a fast-paced, high-energy environment with shifting priorities

Competencies & Attributes

• Client-first mindset with a focus on delivering added value
• Strong attention to detail and accuracy
• Effective multitasking and decision-making skills
• Ability to meet deadlines and work under pressure
• Team-oriented with a positive attitude and strong interpersonal skills
• Adaptable, flexible, and comfortable using technology

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Benefits:

The compensation outlined reflects expectations for candidates who fully meet the role’s qualifications in terms of education and experience. While the position is open to both internal and external applicants, if a current Forrest Solutions employee is selected and does not meet all criteria, the title, structure, and compensation may be adjusted accordingly based on internal guidelines.

Job Tags

Similar Jobs