JOB TITLE Telephone and Scheduling Operator Department

REPORTS TO Manager XYZ

Salary Package Offered: $ TBD

Duration: Permanent
Job Purpose:

Telephone and Scheduling Operator is responsible for handling incoming and outgoing
calls to a company or organization and to schedule appointments for clients. They answer
phone calls, route them to the appropriate department or individual, and take messages
when someone is unavailable.

Telephone and Scheduling Operator may also be responsible for providing general
customer service over the phone—answering questions about products or services,
booking appointments, resolving issues with billing or account information, etc.—but their
primary responsibility is handling incoming calls in an efficient and effective manner.

Key Responsibilities:

 To handle incoming calls to answer questions, refer callers to other departments, or

transfer them to specialists
 To receive incoming calls and routing them to the appropriate department or
individual
 To respond incoming calls in an appropriate manner, based on call type and content
 To help customers use the phone system by providing information about rates and
services offered by the company
 To perform office tasks such as filing or data entry
 To provide information about products or services over the phone, including ordering
items or scheduling appointments
 To assist with internal communications by answering phones and relaying messages
within the organization
 To provide post-call follow-up to ensure that customers have been satisfied with the
experience
 To process incoming faxes and email messages and forwarding them to the
appropriate person
 To send and receive emails in an appropriate manner and to answer emails in time
 To book the appointments of clients and do proper scheduling to avoid any
inconvenience

Working Conditions:

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Work conditions, usually, include working indoors, with a large portion of their time spent at
a desk in front of a computer screen. Most of the time, they will deal with multiple queries at
the same time.
Knowledge, Skills and Attitudes:

 Experience of writing, editing and producing written communications

 Must have the ability to speak English to an advanced and sophisticated level, both
written and verbal
 Time management skills
 Demonstrate attention to detail.
 Work well in group problem solving situations; use reason even when dealing with
emotional topics.
 Manage difficult or emotional customer situations; respond promptly to customer
needs; respond to requests for service and assistance; meet commitments.
 Focus on solving conflict, not blaming; maintain confidentiality; keep emotions under
control and maintain a calm disposition.
 Speak clearly and persuasively in positive or negative situations; listen and get
clarification; respond well to questions; participate in meetings.
 Write clearly and informatively; able to read and interpret written information.
 Inspire respect and trust.
 Demonstrate accuracy and thoroughness.
 Show respect and sensitivity for cultural differences; promote a harassment-free
environment.

Qualification/ Experience:
 High school diploma or general education degree (GED) and one to three months
related experience and/or training.

Signatures

This job description has been approved by:

Manager ______________________________________ Date ________________

HR __________________________________________ Date _________________

Employee signature below indicates the employee's understanding of the

requirements, essential functions and duties of the position.
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Employee ______________________________________ Date __________________

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