Penn National Insurance has a great opportunity for a Switchboard Operator to join our customer care team! This is a hybrid position reporting to our Harrisburg Home Office.

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.  

 

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:

Communicates clearly and concisely

Prepares written communications that adhere to department standards

Attentively listens and asks clarifying questions

Builds positive relationships within the workplace

 

Customer Focused:

Develops and maintains knowledge about the needs of customers and how the team provides value

Aware of customer risks and when to escalate risks

Identifies and utilizes the appropriate resources to solve customer problems

Accelerates follow-up and action to resolve issues

 

Talent Development Mindset:

Brainstorms ideas for technical and/or professional development

Works with supervisor to identify relevant development opportunities, shadow opportunities, including technical skill building and professional skill enhancement

Acts on opportunities to recognize colleagues for a job well done

 

Demonstrates Adaptability:

Seeks to understand others' needs and perspectives, especially those different from incumbent's own

Open to learning about new and challenging ideas to drive the success of the work in which incumbent is involved

Learns how to be flexible to accommodate deliverables and prioritize work effectively

 

Demonstrates Accountability:

Takes ownership of mistakes and consults with others to resolve, learning from the experience

Consistently checks the accuracy of work

Provides coverage or assistance to others when needed

Proactively steps up to provide guidance or assistance

 

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