Switchboard Operator

Who We Are

Since 1852 Smith & Wesson has empowered Americans with the freedom, equality, and security promised by the Declaration of Independence and guaranteed by the Bill of Rights. It is this sense of safety and security that frees us to pursue our goals and dreams, define our future, and fulfill the promise of America.

Benefits

Health, Dental & Vision

Prescription Drug Coverage

Employee Assistance Program

Group Life Insurance

Disability Insurance

Investment 401K Plan

Employee Stock Purchase Plan

PTO & Holidays

Profit Sharing

Tuition Assistance Program

Banking Services

Employee Product Discounts

NRA Membership

Service Awards

Switchboard Operator

Supporting the business by operating telephone switchboard to relay incoming, outgoing, and interoffice calls to the appropriate person. May supply information to callers and record messages.

Essential Duties and Responsibilities:

Operating communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.

Greeting customers with a professional and courteous introduction.

Routing customer escalations based on the information provided by the customer.

Answering incoming calls, greeting callers, providing information, transferring calls and/or taking messages as necessary.

Expressing a sentiment of sympathy and empathy to frustrated customers.

Routing emergency calls appropriately.

Paging individuals to inform them of telephone calls, using paging and interoffice communication equipment.

Relaying voicemails and other messages to the proper location within the organization.

Placing telephone calls or arranging conference calls as needed.

Contacting security staff members when necessary.

Keeping records of calls placed when necessary.

Handling directory assistance inquiries and simple questions about Smith & Wesson business.

Providing customers with area codes, telephone numbers and other information.

Sorting and distributing mail to appropriate Team Lead/Member.

Folding and putting firearm estimates into envelopes for mailing.

Entering Repair Orders and No Charge Orders as needed.

Sorting Customer Service paperwork.

Answering Customer Service emails.

Completing additional assignments and projects from management as required.

Maintaining Smith & Wesson's standard of excellence in customer service.

Following all Smith & Wesson's policies, programs, and procedures.

Working effectively as part of a team.

Conducting other administrative tasks as needed.

NOTE: This list presents only the principal duties of the position and is not intended to be comprehensive. Other duties and responsibilities may be assigned as dictated by the business needs and conditions.

Education and Experience:

High School/GED

At least two years of prior history in a call center environment

Competencies and Skills:

Knowledge of manual switchboards and phone systems

Strong problem-solving skills

Strong customer service and interpersonal skills

The ability to perform with a minimum of supervision

Able to respond quickly and provide effective customer service in a fast-paced environment

Knowledge of basic office equipment

Must have working command of the English language

Must be able to read, write and interpret the English language

Must be able to communicate in English verbally and in writing (basic verbal instructions, simple written memos and instructions)

Proficiency in Microsoft Word, Excel and PowerPoint

Physical Demands:

Continuous: sitting

Occasional: walking, standing, bending, kneeling, squatting, reaching, fine and gross upper body motor movement.

Occasional lift: 0 to 30 pounds

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment and Personal Protective Equipment:

Normal office environment conditions.

Within the Smith & Wesson manufacturing facility, employees may be exposed to manufacturing noise, airborne liquid chemicals, fine particulate dust, ambient temperatures, and industrial lighting. Work environment is similar to most manufacturing operations. May be exposed to excessive noise, temperatures, hazards associated with working around moving machinery, work in confined quarters, exposure to vibrations and shop lighting, continuous exposure to hot temperatures, may be humid, odors, dust, continuous exposure to mechanical hazards, and occasional exposure to chemical hazards.

The following Personal Protective Equipment is required: Safety glasses with side shields and hearing protection required when on manufacturing floor. The use of additional personal protective equipment (PPE) may be required when a job task(s) is being completed in or around your assigned department or in another department, this includes safety eyewear, hearing protection, and safety footwear

Revised 05/13/2023