Part Time – Relay Operator

Position title:  Relay Operator

Department:  Massachusetts Relay

Reports to: Relay Supervisor

Position summary: Relay TTY and Voice telephone calls.

Essential functions:                                                              

  • Conveys messages of all types to TTY users from voice users and vice versa.
  • Enters and reads type written text on a standard computer monitor and keyboard.
  • Adheres to strict confidentiality rules and standards.
  • Must be 18 years of age or older.
  • Stresses quality in all work situations.
  • Works a variety of shifts.
  • Types accurately, keep pace with the voice party and uses proper Relay procedures.
  • Adheres to and uses written procedural language.
  • Relays calls in a conversational manner using voice inflection, speech patterns, tone of voice, and user intent.
  • Relays correct phrasing by waiting for the TTY user to type complete sentences before voicing.
  • Sees situations from the relay user point of view.
  • Acts in a pleasant and patient manner at all times when dealing with relay users.
  • Understands directions and information given by the relay user.
  • Uses common sense approaches to handling situations.
  • Gives concise and accurate information to the relay user.
  • Understands all concepts, techniques and requirements of the job.
  • Uses “down time” to review procedures and languages, and to construct tools to help understand and reference procedures and languages.
  • Offers solutions and options when presenting problems or concerns to supervisors.
  • Displays a willingness to make necessary adjustments as we change or add services to relay.
  • Handles crisis and emotional upset in a professional manner.
  • Resolves conflict directly, quickly and completely and discuss unpleasant issues with courtesy and tact.

Other responsibilities:

  • Arrives on time to all scheduled shifts.
  • Works well without constant supervision.
  • Volunteers for extra hours when needed.
  • Actively participates in training events including Relay Operator meetings and seminars offered by the company.
  • Works well as a team member.
  • Performs similar work related duties as assigned.

Education, experience and skills:

  • Minimum 60 words per minute typing speed with 95% accuracy.
  • Minimum requirement of a GED or Equivalency.
  • Ability to read, write, speak, hear and understand English well.
  • Ability to read and interpret information on a standard computer monitor.
  • Proficiency with computer keyboards and terminals and a basic understanding of computer terminology.
  • Strong communications skills, including verbal, written and interpersonal skills.

Contact: Cindy Roughley | Massachusetts Relay Human Resources | Hamilton Telecommunications

O: 413.395.0830 | Fax: 413.395.0836

cindy.roughly@hamiltonrelay.com