Receives all incoming calls, answer all emergency calls, submit work orders in the computerized maintenance management system (CMMS), notifies responsible section concerning work orders, maintain appropriate records and conduct necessary training. Assumes the responsibility for answering calls and submitting a variety of work orders into a CMMS. Assists in responding to emergency and non-emergency work order requests, creating and submitting work orders, notifying the responsible section of the work orders, and any other work order request activities as necessary to conduct the daily activity at VA San Diego Healthcare System (VASDHS). Clerks must answer within five (5) rings. The clerk shall query the caller in detail to determine the nature of the inquiry, record needed information for submitting work order requests. Accurately records details of service requests, including relevant information such as location, issue description, and priority level. Communicates with maintenance personnel to assign and dispatch work orders promptly. Provides updates to requestors on the status of their service requests. Conducts routine reviews of completed work orders to ensure accuracy and completeness. Reports any discrepancies or issues to the appropriate personnel. Processes all calls in a most courteous and professional manner, giving a favorable impression of the Department of Veterans Affairs at all times, assuring compliance of Federal and VA Medical Center policy on Release of Information, safeguarding any and all patient information in compliance with the Privacy Act of 1974. Collect calls are only to be accepted in the event of an emergency.
High school diploma or equivalent; additional education or certification in office administration is a plus. Previous experience in telephone operating experience, of which one year involved working on a helpdesk work which required a knowledge of organization. Proficient in using office software (e.g., Microsoft Office, Excel). Strong organizational and time-management skills. Effective communication and interpersonal abilities. Must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions, and adapt to changing work condition.
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