Telephone Operator at the U.S. Consulate General

The U.S. Mission to Nigeria comprises of the Embassy in Abuja, FCT, and the Consulate General in Lagos. U.S. Consulate General Lagos is the Mission’s representative to the Nigerian people in the southern region.

We are recruiting to fill the position below:

Job Title: Telephone Operator - All Interested Candidates

Announcement Number: Lagos-2022-009
Location: Lagos
Hiring Agency: Consulate General Lagos
Series / Grade: LE - 0605 4
Work Schedule: Full-time - 40 hours per week
Promotion Potential: LE-4

Overview

• Hiring Path: Open to the public
• Who May Apply/Clarification From the Agency:
  • For USEFM - FP is AA.  Actual FP salary determined by Washington D.C.
  • All Interested Applicants / All Sources
• Security Clearance Required: Public Trust - Background Investigation
• Appointment Type: Permanent
• Appointment Type Details: Indefinite subject to successful completion of probationary period

Summary

• The work schedule for this position is: Full Time (40 hours per week)
• Start date: Candidate must be able to begin working within a reasonable period of time (6 weeks) of receipt of agency authorization and/or clearances/certifications or their candidacy may end.
• Supervisory Position: No
• Relocation Expenses Reimbursed: No
• Travel Required: Not Required

Duties
Basic Function:

• Incumbent operates an extremely busy multi-position switchboard.
• S/he operates a switchboard console which involves routing of incoming calls to their proper destination and assisting with placing of out-going internal calls, local calls, and long-distance calls; gives routine non-technical information as requested; handles, resolves and reports minor complaints emanating from the general public, and works cooperatively and courteously with supervisor and co-workers.
• Performs other duties as directed by the LE Staff Supervisor.

Qualifications and Evaluations
Education Requirements:

• Completion of Secondary School or High School Diploma is required.

Experience:  

• Minimum of one (1) year prior work experience in customer services is required.

Job Knowledge:  

• Must know how to operate a centralized telephone switchboard, answer questions by telephone in a respectful manner, be confidential and discreet with information, analyzing situations accurately and exercising good judgment in taking effective action.

Evaluations:

• This may be tested.  Applicants MUST address ALL language proficiency requirements to be considered.

Language:

• Fluent (Speaking / Reading / Writing) in English Language is required.

Skills and Abilities:

• Ability to learn specific rules, regulations, laws, and policies quickly and apply them with good judgment in a variety of procedural matters without immediate supervision are required.
• Ability to efficiently work with frequent interruptions and use of basic computer programs and data systems are required.
• Strong in-depth knowledge of MS Office, with specific emphasis on Word, Excel and Outlook are required.
• Excellent communication skills: oral and written, and good telephone etiquette are required.
• Excellent interpersonal skills using tact, patience, and courtesy are required. 

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 Lagos, Nigeria 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.

Marketing Statement:

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

COVID-19 Requirements for Eligible Family Members

• As required by Executive Order 14043, Eligible Family Members who will be employed on a Family Member Appointment (FMA) or a Temporary Appointment (TEMP) are required to be fully vaccinated against COVID-19 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law.
• If selected for the position, the agency will provide you additional information regarding what information or documentation will be needed and how you can request a medical or religious accommodation.
• Eligible Family Members who will be employed on a Personal Services Agreement and compensated under the USG pay plan will be required to attest to their vaccination status using the Vaccine Attestation Form.
• If you are not fully vaccinated or decline to provide this information, you will be required to demonstrate proof of a negative COVID-19 test completed within 72 hours of entry to a Mission facility and comply with enhanced COVID-19 mitigation protocols.
• If selected for the position, the agency will provide you additional information regarding these requirements.

COVID-19 Requirements for Local Candidates

• Candidates who will be employed on either a Personal Services Agreement or a direct hire appointment and compensated under the Mission’s Local Compensation Plan will be required to follow all Mission COVID-19 policies applicable to Locally Employed Staff.
• If selected for the position, the agency will provide you additional information regarding these requirements.

Salary
NGN3,241,313 (USD 27,782) Annually.

Application Closing Date
8th February, 2022.