Telephone Operator (open to all) (temporary)

 

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Hiring Path:

• Open to the public

Who May Apply/Clarification From the Agency:

For USEFM - FP is 09. Actual FP salary determined by Washington D.C.

All Interested Applicants / All Sources

!!! Post policy update: Inbound USEFM applicants DO NOT have to wait until they are within 90 days of arriving at post to apply. !!!

If the candidate meets all of the onboarding criteria they could start working as of immediately.

Security Clearance Required:

Public Trust - Background Investigation

Appointment Type

Temporary

Appointment Type Details:

Temporary contract of 1 year.

Marketing Statement:

We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.

Summary:

The work schedule for this position is Full Time (38 hours per week)

Start date: Candidate must be able to begin working within a reasonable period of time (15 weeks) of receipt of agency authorization and/or clearances/certifications or their candidacy may end.

If the candidate meets all of the onboarding criteria they could start working as of immediately.

Supervisory Position:

No

Relocation Expenses Reimbursed:

No

Duties

Responsible for working alone or in a group setting, to ensure that all incoming and outgoing calls are processed correctly and in a timely manner, 0700h – 1900h 5 days a week in support of the U.S. Tri-Missions in Brussels and U.S. Mission in Luxembourg. Provides cell and translation support services as mission needs warrant.

Telephone Operator

Handles all incoming and outgoing telephone calls for each of the three U.S. Missions in Belgium and the U.S. Mission in Luxembourg.

Handles telephone calls, i.e., incoming calls; outgoing long-distance calls over Netbox, commercial facilities, military lines, Internal Voice Gateway (IVG); personal calls; calls for emergency reasons such as fire, burglary, bomb threats, medical evacuation, accidents of U.S. citizens; crank calls; etc.

Specific duties include directing incoming calls to the proper offices according to areas concerned with the caller’s request, i.e., Visa, ACS, ESTA, Foreign Commercial Service (FCS), Cultural Affairs, Exchange of students, etc.; answering inquiries regarding changes in listings, temporary and newly assigned personnel, official visitors, staff attending conferences, U.S. Army NATO Health Clinic, etc.; applying security measures in case of bomb threats, fire, mob demonstrations, i.e., carefully documents all calls received and placed in emergency situations, assesses authenticity of incoming terrorist, bomb alarm or other threatening calls, notes time and nature of such calls, passes them on to higher authority for action, and follows up with written report.

Place conference calls on a regular basis for tenant agencies.

Opens a service ticket and assigns to the telephone technician in case of malfunctioning or breakdown of the telephone system.

Can be expected to work shifts (mornings and evenings) or may be required to work on a flexible schedule during times of staffing shortages.

Staff & Visitors Support

Receives all changes to the online telephone directory and then updates the relevant directory and/or additionally notifies the appropriate office (e.g., HR, Housing) of changes that need to be made to their databases.

Is responsible for reception and distribution of faxes sent to the officially listed Embassy fax.

Orders taxis for both Tri-Mission staff as well as for official visitors. Assists the supervisor with keeping track and logging official taxi vouchers.

Looks up information online (restaurant reservations, driving directions, after-hours doctor or pharmacists, show and movie times for Marines and much more) for Tri-Mission staff and visitors.

Acts as interpreter for non-French or non-Dutch speaking Officers when dealing with French or Dutch callers.

Assist with cell phone issues, such providing pin and personal unlock keys (PUK) to customers whose phones are blocked. In addition, activates new SIM cards for official cell phone use.

Qualifications and Evaluations

Requirements:

EXPERIENCE: One year of administrative experience is required.

JOB KNOWLEDGE: A good working knowledge of telephone procedures and telephones in general.

Education Requirements:

Completion of secondary school required.

Evaluations:

LANGUAGE: Fluency in English, French and Dutch. This may be tested.

SKILLS AND ABILITIES: Excellent interpersonal skills, including the ability to manage emotionally charged callers with tact, courtesy, discretion, and sound judgment. Must be able to respond quickly in a crisis environment and in case of emergency. Ability to work independently and diagnose certain technical malfunctions. Basic computer and typing skills.

EQUAL EMPLOYMENT OPPORTUNITY (EEO): The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

Qualifications:

All applicants under consideration will be required to pass medical and security certifications.

Benefits and Other Info

Benefits:

Agency Benefits:

Locally Employed Staff, including Members of Household (MOHs), and Third-Country Nationals (TCNs), working at the U.S. Mission in Brussels may receive a compensation package that may include health, separation, and other benefits.

For EFMs, benefits should be discussed with the Human Resources Office.

The pay plan is assigned at the time of the conditional offer letter by the HR Office.

Other Information:

HIRING PREFERENCE SELECTION PROCESS: Applicants in the following hiring preference categories are extended a hiring preference in the order listed below. Therefore, it is essential that these applicants accurately describe their status on the application. Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.

HIRING PREFERENCE ORDER:

• 
  AEFM / USEFM who is a preference-eligible U.S. Veteran*

• 
  AEFM / USEFM

• 
  FS on LWOP and CS with reemployment rights **

• 
  IMPORTANT: Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.

** This level of preference applies to all Foreign Service employees on LWOP and CS with re-employment rights back to their agency or bureau.

For more information (i.e., what is an EFM, USEFM, AEFM, MOH, etc.?) and for additional employment considerations, please visit the following link.

How to Apply

How to Apply:

All candidates must be able to obtain and hold a Sensitive But Unclassified (SBU) certification.

To apply for this position click the “Submit Application” button. For more information on how to apply visit the Mission internet site.

Required Documents:

Required Documents:

To qualify based on education, you MUST submit the requested degree and / or transcripts as verification of educational requirement by the closing date of this announcement. Failure to provide requested information, or the information is insufficient to verify eligibility, may result in disqualification for this position.

All Applicants:

• 
  Residency and/or Work Permit

• 
  Secondary school diploma (a copy recognized by Belgian/U.S. authorities*)

• 
  Language Scores (if available)

Eligible Family Member Applicants:

• Copy of Sponsor's Orders/Assignment Notification (or equivalent)
• Passport copy
• DD-214 - Member Copy 4, Letter from Veterans’ Affairs, or other supporting documentation (if applicable)
• SF-50 (if applicable)

• 
  Clarification:

If you have a diploma of one of the following countries, your diploma is automatically recognized:

• 
  Belgium
• 
  Netherlands
• 
  Luxembourg
• 
  International diplomas awarded by the European University Institute Firenze
• 
  USA

In case you have a foreign diploma of a country not on the list above, you need a professional recognition (type: level). For the procedure see Diploma Recognition - Mon Diplome Mydiploma. You can opt for the French procedure (via cfwb) or the Dutch procedure (via naric). Should you have questions regarding the recognition procedure, please contact cfwb or Naric directly (www.equivalences.cfwb.be or www.naricvlaanderen.be).

Next Steps:

Applicants who are invited to take a language or skills test, or who are selected for an interview will be contacted via email.

For further information - the complete position description listing all of the duties, responsibilities, required qualifications, etc. may be obtained by contacting the Human Resources Office.

Thank you for your application and your interest in working at the U.S. Mission in Brussels.

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