After hours Phone Operator

Job title:  After-hours Phone Operator

Location: Fort Lewis, Washington

Travel: N/A

Duties:

• Shall answer the call within 5 rings or less than 30 seconds of ringing.
• Caller shall not be on hold for greater than 5 minutes

Standard Operating Procedure:  

• This procedure outlines the responsibility of the after-hours service call provider.

  Service calls shall be initially ranked for priority according to a provided attachment.

   All service calls received will be annotated on a computerized service order document. An example is provided by JBLM Public Works. Annotate the customers’ information on a provided attachment for that day and time. E-mail the report to the PW Customer Service Desk by 0700 hours the following normal work day.

Priority 1 & 2 service orders:

• Priority 1 service orders are considered to be emergency. Emergency is defined as any facility deficiency that immediately compromises the mission or life, health and safety.
• Priority 2 service orders are considered to be urgent. Urgent is defined as any deficiency that does not immediately endanger personnel or property, but extended delays of repairs could result in damage to Government property, or soon affect the security, health, or well-being of personnel or the continued operation of a service or system.
• Review Attachment 1: Wood WWII building list. If the service call pertains to a building number on this list, contact the contractor from a provided attachment.
• If it is determined to not be a specific Applicant’s responsibility, then proceed to call the appropriate JBLM Public Works section supervisor from Attachment 4: Supervisor Emergency Callout.
• The first call will be to the section supervisor or standby personnel as appropriate, beginning with the work cell number first when listed. If you cannot contact the section supervisor, attempt to leave a message on all lines, then call the Division Chief, calling all numbers listed. If the Division Chief does not answer either line, leave a message. Call the listed numbers for the Deputy Directorate of Public Works and leave a message if no answer. Annotate the time each call was made and a detailed message.
• If messages are left with all called personnel and no contact was made for a priority 1 order (serious threat to life/property) and have not heard back from them within 15-20 minutes, then attempt to contact someone from the appropriate section to respond to the problem.

Priority 3

• Priority 3 service orders only need to be documented. The Applicant shall instruct the customer to call the PW Customer Service Desk during normal duty hours or submit a work order through ArMA (Army Maintenance Activity).

Education/ Qualifications:

• The applicant shall have at least two years experience providing call answering services.