TITLE: Telephone Operator

PAY GRADE: 15

FLSA: Non-Exempt

Purpose of Classification:

Operates telephone switchboard to route, receive and place calls to all campus locations. Disseminates information to callers as necessary.

Distinguishing Characteristics:

This classification is first in a series of three classifications and is distinguished from the Telephone Operator, Senior in that incumbents do not coordinate or monitor workload distribution and scheduling as Telephone Operator, Seniors do.

Example of Duties:

- Operates switchboard equipment in order to answer incoming calls; determines intent of caller and makes appropriate connection.
- Receives and routes a variety of calls for general campus information including complaints, emergencies, bomb threats and security calls.
- Assists in maintaining and updating telephone directories and event schedules via computerized data base when notified of changes in order to access correct information.
- Places long distance and conference calls for authorized parties.
- Assists in reporting telephone equipment or service complaints and problems.
- Maintains logs of calls placed and any additional information required for various reports or special projects.
- Trains or assists with training new telephone operators in performance of job duties.
- Operates and maintains telephone system which disseminates informational messages to callers regarding specific topics; determines what information caller requires and plays appropriate tape; maintains tape inventory.

Knowledge, Skills and Abilities:

- Knowledge of centralized telephone systems.
- Skill in the operation of telephone equipment.
- Skill in dealing diplomatically with the public under stressful conditions.
- Knowledge of personal computers and methods of updating databases.
- Ability to effectively communicate.

Minimum Qualifications:

- One year experience operating a multi-line telephone or switch board system; OR,
- Any equivalent combination of experience, training and/or education approved by Human Resources.

This description is intended to be generic in nature. It is not intended to determine specific duties and responsibilities of any particular position. Essential functions and overtime eligibility may vary based on the specific tasks assigned to the position.

Prepared: 10-01-90
Revised: 7-1-07

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