North South Consulting Group

Call Center Operator (All Shifts)

Bethesda, MD
Full Time
CIT SDS
Experienced

Serve as the first point of contact for the NIH community, delivering critical communication and support services.

Operators are essential personnel responsible for handling calls, dispatching emergency communications, and ensuring accurate, timely information flow in a 24/7 environment.

Key Responsibilities

  • Answer and initiate telephone calls in a professional and timely manner

  • Dispatch and manage paging systems, including emergency alerts (e.g., Code Blue)

  • Provide general information and assistance to NIH staff and stakeholders

  • Update and maintain call center databases and systems

  • Perform basic troubleshooting for equipment and software issues

  • Follow established protocols for call handling, escalation, and documentation

  • Participate in ongoing training and performance evaluations

Required Qualifications

  • U.S. Citizenship (required)

  • Strong communication and customer service skills

  • Ability to remain calm and effective in high-pressure situations

  • Basic technical proficiency with computer systems and call center tools

  • Attention to detail and accuracy in data entry and communication

  • Willingness to work on-site in a 24/7 shift environment (including holidays)

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