Telephone Operator

OVERVIEW OF THE COMPANY

Fox Corporation

Under the FOX banner, we produce and distribute content through some of the world’s leading and most valued brands, including: FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations and Tubi Media Group. We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking.

JOB DESCRIPTION

FOX is looking for a Telephone Operator to join our Studio Operations business. The Telephone Operator will be part of the day-to-day operations of our Call Center which includes operating the switchboard and connecting callers with the appropriate individual. You have excellent communication and listening skills, high attention to detail, and are a team player.

A SNAPSHOT OF YOUR RESPONSIBILITIES

• Actively participate in the day-to-day operations, including but not limited to operating the switchboard, connecting internal and external callers with the appropriate individual or department
• Respond to incoming requests (e.g., e-mails, telephone calls, voicemail, or in person) and accurately identify, diagnose, prioritize, log, and dispatch the appropriate team
• Utilize the electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of all requests
• Provide updates, status, and completion information to staff and/or users via telephone, e-mail, or in-person communication
• Provide backup support for other administrative departments or job functions
• Ensure the highest level of customer service and professionalism
• Promote and sustain a professional, positive, productive, and safe work environment
• Act as the direct liaison to employees, customers, tenants, and service personnel
• Log and report suspicious, nuisance, or hostile calls to Security
• Coordinate various service requests using the telephone, e-mail, and two-way radio
• Perform general clerical duties including but not limited to, ordering supplies, placing service calls for equipment, filing, record keeping, and photocopying

WHAT YOU WILL NEED

• Recent prior experience working in a Call Center, Help Desk, or other environments with heavy incoming telephone calls
• Possess strong general knowledge of Call Center, Help Desk, or PBX operations
• Able to follow standardized operating procedures
• Able to manage multiple priorities and follow through on assignments
• Able to stand, walk and sit as required to perform all job functions including lifting up to 50 lbs
• Dependable/reliable person with excellent attendance record and able to work nights and weekends as needed
• Available to work overtime with short notice
• Excellent customer service, time management, interpersonal, organizational, and analytical skills
• Excellent written and verbal communication skills
• Follow all company, safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries
• Ability to gain and retain comprehensive knowledge of all equipment, tools, and software used in the Call Center as well as supported services
• Ability to operate in a dynamic, fast paced, demanding startup environment
• Ability to train across multiple job functions
• Ability to readily adapt to changing requirements
• Ability to work cooperatively and collaboratively with all levels of staff, employees, tenants, and vendors
• Ability to listen carefully and respond quickly and effectively
• Ability to learn and retain large amounts of general information about the Company
• Aptitude to coordinate multiple concurrent activities and multifaceted service requests
• Maintain confidentiality of company and customer information, data, and materials
• Valid California driver's license (without restrictions)