Job Specification
SENIOR TELEPHONE OPERATOR
ALL JURISDICTIONS
DEFINITION:
Under direction, takes the lead in the operation of one or more positions on a
single or multiple position console in a private branch exchange (PBX) or Centrex
switchboard; gives information and does related clerical tasks; does other related
duties.
NOTE: The examples of work for this title are for illustrative purposes only.
A particular position using this title may not perform all duties listed in this
job specification. Conversely, all duties performed on the job may not be listed.
NOTE: Appointments may be made to positions requiring bilingual skills.
04372 - Bilingual in Spanish and English
SPECIAL SKILL
Applicants must be able to read, write, speak, understand, or communicate
in Spanish and English sufficiently to perform the duties of this position.
EXAMPLES OF WORK:
Takes the lead and provides assignments and instructions to operators and
supervises the performance of their work.
Formulates working procedures for a group of telephone operators.
Plans and tests individual working schedules for operating personnel.
Keeps time records for each operator and other needed records and files.
Checks the courtesy and accuracy of each operator at intervals.
Trains new telephone operators in related duties of the position.
Assists operators of lower grade with unusual problems.
Reports out of order or malfunctioning telephone equipment within the facility
to the telecommunications vendor for maintenance and keeps records on all
reported trouble with the telephones.
Relieves telephone operators at switchboards when necessary.
Places and receives local, regular, toll and long distance calls and relays
intra-system calls.
May connect calls made to places outside of New Jersey using scan and
WATS (Wide Area Telephone Service) lines.
May place emergency calls.
Provides directory assistance and assistance placing calls including conference
calls; advises callers of telephone number if extension is busy.
Provides general information regarding agency organization, location and staff;
directs requests for other information to the correct staff member or organization.
Assists callers using the automated telephone system.
May monitor calls received by the automated system to ensure that the system
is functioning.
In a private branch exchange (PBX) unit:
Takes the lead in keeping records in the preparation of telephone bills.
May review telephone bills and collect reimbursement for personal telephone
calls from staff.
Keeps extension listings current and accurate.
Updates records of frequently called phone numbers.
Orders new telephone directories as required.
May operate a multiple position telephone switchboard.
May make minor repairs to equipment.
May perform routine clerical work.
Will be required to learn to utilize various types of electronic and/or manual
recording and information systems used by the agency, office, or related units.
REQUIREMENTS:
EXPERIENCE:
One (1) year of experience in work involving the operation of a private branch
exchange (PBX) or Centrex switchboard and in the performance of simple
clerical duties.
LICENSE:
Appointees will be required to possess a driver's license valid in New Jersey
only if the operation of a vehicle, rather than employee mobility, is necessary to
perform essential duties of the position.
KNOWLEDGE AND ABILITIES:
Knowledge of mechanical problems involved in operating and supervising a
multiple position telephone switchboard, agency telephone exchange, Centrex
console and automated telephone system.
Knowledge of methods used in placing, receiving and relaying long distance,
local and intra-system calls and in investigating and adjusting complaints of
varied types.
Knowledge of office practices, procedures, and standard record keeping.
Ability to assign and instruct individuals and groups, and supervise the
performance of their work.
Ability to analyze mechanical problems involved in operating an agency
telephone exchange, and in formulating working procedures and schedules for
agency telephone operators.
Ability to supervise and perform the work involved in handling, recording and
billing of local, long distance, toll and personal calls.
Ability to place and receive local, long distance, toll and intra-system telephone
calls.
Ability to comprehend and interpret agency internal organization, policies, and
procedures, and to become familiar with the names of employees.
Ability to make periodic checks of operators of lower grade to ensure prompt,
courteous service.
Ability to work effectively with associates, subordinates, and superior officials.
Ability to prepare time, personnel, and other reports.
Ability to maintain records and files.
Ability to learn to utilize various types of electronic and/or manual recording
and information systems used by the agency, office, or related units.
Ability to read, write, speak, understand, and communicate in English sufficiently
to perform the duties of this position. American Sign Language or Braille may also
be considered as acceptable forms of communication.
Persons with mental or physical disabilities are eligible as long as they can
perform the essential functions of the job after reasonable accommodation is made
to their known limitations. If the accommodation cannot be made because it would
cause the employer undue hardship, such persons may not be eligible.
This job specification is applicable to the following title code: | | Job
Spec
Code | Variant | State,
Local or
Common | Class of
Service | Work
Week | State
Class
Code | Local
Class
Code | Salary
Range | Note | | 03612 | | L | C | | N/A | 03 | | - |
This job specification is for local government use only.
Salary range is only applicable to state government.
Local salaries are established by individual local jurisdictions.
7/03/2003 |
|
|
