Hard Skills
IntermediateMulti-line PBX OperationThe technical ability to manage multiple incoming and outgoing phone lines using a Private Branch Exchange system.
AdvancedEmergency Protocol AdherenceStrictly following established procedures for handling urgent or crisis calls requiring immediate intervention.
IntermediateData Privacy and ConfidentialityThe practice of protecting sensitive caller information and adhering to legal standards like HIPAA or GDPR.
IntermediateTyping Speed and AccuracyThe ability to transcribe information from calls into digital records quickly and without errors.
Soft Skills
AdvancedActive ListeningConcentrating fully on what is being said rather than just passively hearing the message of the caller.
AdvancedCustomer Service De-escalationUsing verbal techniques to calm frustrated or angry callers and reach a professional resolution.