New 
911 Fire and Rescue Call Center Operator (weekdays)
 Quadrant, Inc. | |
 United States, Virginia, Fairfax | |
 Mar 24, 2026 | |
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911 Fire and Rescue Call Center Operator (weekdays) Rockville, MD Pay From: $25.00 per hour MUST: Experienced Call Center Operator Emergency 911 Call center experience required Approximately two (2) years of call center experience preferred Telephony experience is a plus Ability to work various weekday shifts The successful applicant must have the ability to obtain and maintain Public Trust background clearance. High school diploma or an associate degree. DUTIES: Customer service-oriented Medical Call Center Operator will work at government client's site in Rockville, MD. Call Center Operator will be responsible for providing support to clients. The Call Center is a 24/7 365 Call Center. This role requires extensive experience, analytical skills, and a passion for identifying and addressing customer service opportunities. Provide internal and external customer service via telephone, serving as the first line of support for NIH staff, patients, and external stakeholders. Respond to incoming inquiries by telephone and email, assist callers with problem resolution, and initiate follow-up communications when required. Accurately document call activity and inquiries in the appropriate systems. Ensure "no-fail" calls, including medical emergencies such as Code Blue, STAT, OR Team, and Rapid Response, are handled promptly and according to established procedures. Facilitate communication with NIH Fire and Rescue to support the needs of the NIH community and surrounding areas. Provide paging services for a wide range of announcements, from critical care alerts to daily notifications. Maintain a comprehensive understanding of call center policies, procedures, services, and systems to deliver high-quality customer service. Escalate calls to supervisors or technical support staff as defined by internal procedures. Communicate clearly with users to ensure they understand the steps necessary to resolve their concerns or issues. Maintain a positive and collaborative attitude in a fast-paced environment that requires teamwork, cross-training, efficiency, and continuous improvement. Participate actively in team meetings, training sessions, and program events. Provide On-Call Schedule Management for the Clinical Center Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. "Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act". | |