Switchboard Operator (Administrative)

 

Penn National Insurance has a great opportunity for a Switchboard Operator to join our customer care team! This is hybrid position. The position is based in Harrisburg, PA but can be worked from our other Penn National Insurance locations. 

The Switchboard Operator is responsible for processing incoming telephone calls for all of Penn National Insurance offices and subsidiaries by gathering details to determine who the customer needs to speak with, then conferencing and introducing the customer to the other party.  

 

Competencies and Essential Duties of the Switchboard Operator

Team Building:

Demonstrates honesty; keeps commitments made to others; behaves in a consistent manner; keeps sensitive information confidential; adheres to moral, ethical, and professional standards, regulations, and organizational policies

Listens to others and objectively considers their ideas and opinions, even when they conflict with own

 Attention to Details:

Answers incoming calls, gather details, then conference the customer to the appropriate party.  Operates telephone hardware with accuracy.  Simultaneously uses multiple systems to assist customers

 Quality Orientation:

Provides a prompt, accurate, kind and professional customer experience

Works directly with internal and external customers and presents a high level of professionalism and customer service at all times

 Planning and Organizing:

Takes immediate action when confronted with a problem or when made aware of a situation

 Positive Approach:

Ability to recognize a security risk situation and respond as trained by Penn National Insurance

Supports other areas of the division and Customer Contact Center Team as requested

 Applied Learning:

Learns and apply general knowledge of company procedures

Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback

 

Performs various projects requested or assigned by the Group Leader Customer Contact Center.

 

Corporate Core Competencies of the Switchboard Operator

Effectively Communicates and Connects

Customer Focused

Talent Development Mindset

Demonstrates Adaptability

Demonstrates Accountability

 

Special Relationships of the Switchboard Operator

Daily contact with external and internal customers via the telephone

Directs any telephone problems to the Customer Contact Center Group Leader or Analyst

 

Qualifications for the Switchboard Operator

Education/Credentials:

High School Diploma or equivalent required

 

Experience:

Previous customer service and/or call center experience preferred

 

Technical/Professional Knowledge:

PC skills are necessary

Very strong customer service and communication skills

Understands and applies company guidelines during a crisis situation

Have knowledge of, or be trained to understand the various departments within Penn National Insurance and its subsidiaries, and their primary functions

 

Job Requirements (as required by ADA):

This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.

Must be able to see and effectively use a computer monitor.

Must be able to operate a computer, keyboard and applicable printers and other general office equipment.

Must be able to access and enter information accurately using automated systems.

Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.

Must be able to present information to individuals and groups.

Must be able to interpret and apply concepts that may or may not be based upon established guidelines.

Must be able to maintain acceptable attendance and adhere to scheduled work hours.

 

Only candidates from the following states will be considered for position at Penn National Insurance: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, New Jersey, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin.