Hamilton Relay is hiring part time Relay Operators. We are looking to fill evening positions mainly, but there are a few day time positions open as well.
At Hamilton Relay we process phone calls for the Deaf, hard of hearing, and speech disabled. We spend a great deal of time educating our staff about the Deaf and hard of hearing communities in order to help us in assisting them with their conversations. This is a great position for a student who may be looking for part time work and is also in a Human Services major.
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.
Cindy Roughley | Massachusetts Relay Human Resources | Hamilton Telecommunications
O: 413.395.0830 | Fax: 413.395.0836
cindy.roughley@hamiltonrelay.com