Job Title: PBX Operator
Reports To: Supervisor of Resort PBX
FLSA Status: Hourly Non-Exempt
Relays incoming, outgoing, inter-office calls and information.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, and other duties may be
Consistently meet all departmental standards including quality assurance monitoring percentages
provided by management, the use of standardized greetings, and call handling protocols.
Uses private branch exchange (PBX) switchboard to connect inbound and internal calls.
Maintains standards as outlined by management on service, delivery, and quality of call content.
Answers, screens, and routes call volume including inbound and internal calls.
Produces reports on request of call detail by department, extension, group, or location.
Supply information to callers and records messages.
Maintain necessary automated systems and manual processes to insure delivery of wake up calls.
Placement of wake up calls.
Make nightly courtesy calls as directed.
Receive, log, and secure all guest & internal mail/packages/faxes.
Maintains and shares information on business changes with co-workers.
Utilizes desktop software applications to provide service support for call volume at each specific
locations. This will include the on-line telephone directory.
Enters and creates service calls into CFI Service Desk.
Maintains service calls log.
Dispatches and coordinates calls to Technicians or Housekeepers.
Debrief all calls after completion of each call.
Properly closes all calls in CSD upon completion.
Follow up on all pending calls or calls in project.
Communicate with other Departments regarding service calls.
No Supervisory Responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable individuals with disabilities to perform
the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED) and 6 months or more on PBX or telephone
experience in the customer service area.
Ability to read and comprehend simple instructions, short correspondence, and memos in English.
Ability to write simple correspondence and to effectively present information in one-on-one and small
group situations to customers, clients, and other team members of the organization in English. Ability
to effectively communicate using proper business language and voice quality skills associated with this
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PBX Operator Resort
Ability to add and subtract two digit numbers and to multiply and divide with 10s and 100s. Ability to
perform these operations using units of American money and weight measurement, volume, and
Ability to accurately transition villa number sequence into telephone extension numbers.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or
diagram form. Ability to deal with problems involving several concrete variables in standardized
situations. Ability to apply strong listening skills during customer contact situations. Ability to
provide customer service attitude/support and experience to customer contact situations.
CERTIFICATES, LICENSES, REGISTRATIONS
Must be able to pass PBX new hire test with an 80% or higher score. The test consists of 20 questions
with regards to PBX operations and customer service.
The physical demands described here are representative of those that must be met by a team member to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the team member is regularly required to sit; use hands to
finger, handle, or feel; reach with hands and arms; and talk or hear. The team member is occasionally
required to stand, walk, stoop, kneel, crouch, or crawl. The team member must occasionally lift and/or
move up to 10 pounds. Required to use a headset during business hours.
The work environment characteristics described here are representative of those a team member
encounters while performing the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the team member is occasionally exposed to moving
mechanical parts and risk of electrical shock. The noise level in the work environment is usually
I have read and understand the essential job
functions as described on this job description.
Employee Name Date
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