Call Center Operator - Weekend at HEITECH SERVICES

North Bethesda, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Jun, 26

Salary

0.0

Posted On

19 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Handling, Emergency Protocols, TTY Support, Interpreter Coordination, Database Updates, Verbal Communication, Listening Skills, Accuracy, Attention To Detail, Composure, System Learning, Paging, Teleconferencing, Documentation, Call Center Systems

Industry

Business Consulting and Services

Description

Description 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. Key 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. Requirements Education / Experience: High school diploma or an associate degree. Approximately two (2) years of call center experience preferred. Skills 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. Preferred Qualifications 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. Eligibility & Compliance 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. Work Environment Location: Bethesda, Maryland, on Government facilities Schedule: Full-time weekend-focused shift coverage in support of a 24/7/365 operation, including Government holidays as scheduled. Environment: Essential-services call center with no telework permitted; all shifts include a 45-minute meal period and one 15-minute break. HeiTech Services is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity), national origin, age, disability, veteran status, or any other protected status. If you need a reasonable accommodation during the application process, please contact HR@HeiTechServices.com.

Responsibilities

The Call Center Operator provides essential front-line weekend services for the NIH CIT Emergency Call Center, handling general informational calls, emergency call handling, paging requests, and teleconferencing. Key duties include activating emergency pages with 100% accuracy and supporting various emergency protocols like Code Blue and Fire.