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