The hundreds of people that come through Central Hall every day will be greeted by a new face at the switchboard reception desk.
On Feb. 10, Billie Jo Harwood became the college’s new switchboard operator. The former switchboard operator, Susan Marsh, moved down a floor in Central Hall to become the new aide to the registrar.
“Every day brings a wide variety of phone inquiries as well as visitors and familiar faces passing through Central Hall,” Marsh said. “The switchboard receptionist is not only the voice of the college, but often the first person someone comes into contact with when visiting the college.” No two calls are the same, and according to Harwood, deciphering the needs of each caller and directing them to the correct department is the most difficult part of the job.
“I can have five calls go to the registrar’s office and every story that they tell me is different,” Harwood said.
In her short time on the job, Harwood has been asked a broad range of questions, including one question about the weather in Hillsdale.
Additionally, Harwood also has to deal with the varied moods of callers. Whatever the phone call is, Harwood emphasizes being cheerful and courteous.
“Keeping a smile on my face and in my voice is important,” Harwood said. “Even though that might sound funny, you can hear when the person on the other end may be a little grumpy that day, so regardless, even if I just stubbed my toe because I walked away and I ran back really
fast, I have to get my smile back.”
While answering phone calls is a major part of her job, Harwood has many roles as switchboard receptionist.
Sitting at her desk just inside the first floor doors of Central Hall, Harwood interacts with hundreds of people everyday: directing them throughout the building, giving directions to other places on campus or providing maps of Hillsdale’s surrounding area.
Harwood enjoys seeing so many people and recognizes a growing number of people on campus.
“Faces are becoming familiar. Names — I’m still working on that,” Harwood said.
Senior Jennifer Johnson, one of Harwood’s student workers, only had good things to say about her boss.
“Ms. Harwood is a hidden jewel, and Hillsdale is lucky to have found such a hardworking woman who upholds the college’s values,” Johnson said.
Before becoming the college’s switchboard receptionist, the Jonesville native worked for the college as a custodian for six months. She mainly worked in Moss Hall and the Dow Science Building, cleaning and making minor repairs.
When the college sent out an internal email announcing the available switchboard position, Harwood expressed interest and her resume was sent to Janet Marsh, executive director of human resources. Harwood believes that her computer skills and the associates degree she earned in 2008 helped her get the job.
“Additionally, attendance was a big concern, and I have good attendance,” Harwood said. “I would imagine that would be my one thing that stuck out.”
