This position is represented by SEIU Local 2007 and the collective bargaining agreement between the university and SEIU Local 2007 governs the terms and conditions of employment.
Job Responsibilities
Telecommunications Attendant Trainees report to the Operations Supervisor of the Operator Service Center (OSC) and work under close and frequent supervision. Routine call processing direction is provided by each shift’s Leader. Trainees participate in a 12-month on-the-job training program that is designed to prepare them to be fully functional in the Attendant role.
During the 12-month training period, Telecommunications Attendant Trainees spend the bulk of their time in the following activities:
- participating in structured training activities as detailed in the On-The-Job Training Program document,
- observing fully proficient Telecommunications Attendants,
- learning from the Supervisor or Shift Lead.
Trainees also spend substantial time performing the full range of Attendant duties. Their work is closely observed, and feedback is frequently provided by the supervisor, lead, or designated trainer.
Duties and Responsibilities
- Participate in 4-6 weeks of individual training with supervisor and/or lead operator Additional individual training on more advanced skills is periodically provided later in the 12-month program.
- Participate in other structured training as assigned, including policy training, cross training, and call observation.
- Perform Attendant duties under direct supervision. Examples include:
- Process calls using appropriate paging and dispatching procedures for Stanford University and for Stanford-affiliated hospitals and clinics.
- Process calls for LBRE Maintenance and Residential Dining Enterprises, generating appropriate work orders and following dispatching and emergency procedures.
- Participate as a member of the team in process and performance improvement efforts.
- Perform miscellaneous job-related tasks: These include, but are not limited to calendaring, e-mail correspondence, system testing and diagnostics and data entry.
Minimum Qualifications
- A high school diploma or equivalent (GED) is required.
- Ability to exercise tact, diplomacy, and good judgment under pressure, and to hold information in confidence .
- Ability to operate telecommunications equipment, with demonstrated keyboarding skills (corrected typing rate of 40-50 WPM), and basic computer (PC or MAC) skills
- Ability to communicate clearly, concisely, and effectively with staff and management
- Ability to work effectively in a team environment
- Experience working in a customer service environment, with demonstrated ability to handle high call volumes, preferably in a university and/or a medical center setting
- Preference would be to have hands-on experience with MS Windows systems and complex console operations, such as the AMCOM System which interfaces with the University registry, paging systems, hospital public address system, automatic call distribution (ACD system).
- Polished and courteous telephone manner with clear speaking voice
- Excellent speaking, writing and spelling English language skills
- Ability to work any and all shifts (Day, Swing, Owl) any day of the week
- Ability to sit for up to three hours at a time, and to use a headset.
- Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
Physical Requirements
- Constantly stand/walk, sitting, use a computer, use a telephone, grasp lightly/fine manipulation.
- Ability to be on duty without leaving the console for three or more hours at a time.
Working Conditions
- May be required to work overtime on weekends holidays, or on changing and/or unscheduled shifts; requires maintaining means of contact during off-hours (for example, a current telephone number or beeper).
- Required to remain on duty without leaving the console for three or more hours at a time.
Work Standards
- Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
- Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
- Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu/.
The expected pay range for this position is $29.57 (Step 1) to $38.80 (Step 10) per hour. Placement in the pay range is subject to the applicable collective bargaining agreement.
Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position.
Why Stanford is for You:
Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
- Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
- A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
- A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
- Discovery and fun. Stroll through historic sculptures, trails, and museums.
- Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts, and more.
How to Apply
We invite you to apply for this role by clicking on the “Apply for Job” button. Please submit your resume and a one-page cover letter along with your online application.
The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources at stanfordelr@stanford.edu. For all other inquiries, please submit a contact form.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.