TELEPHONE CONSOLE OPERATOR
#1001
General Characteristics:
A Telephone Console operator is responsible for operating telephone consoles, which serve the entire College campus, to assure that all incoming and outgoing calls going through the central phone system are handled quickly and efficiently; assists security officers and students with campus parking problems; does related work as required. Work requires a clear well modulated speaking voice, a good memory for numbers and names and the ability to quickly and calmly determine needs of callers. Operating telephone consoles requires manual dexterity and good visual acuity.
Examples of Work:
Operates a telephone system with at least 32 incoming lines and over 850 campus extensions in a quick and efficient manner while being pleasant, courteous, calm and helpful without sounding abrupt; determines callers' needs; answers routine information inquiries; follows standard procedures for bomb threats and tries to get specific information from caller; follows special procedures for emergency situations.
Maintains and updates the master telephone directory.
Reports telephone malfunctions to the Communications/Data specialist.
Places long distance calls for employees and students through the outside operator; maintains records of collect long distance calls accepted by departments; sets up conference calls; advises departmental personnel when they are experiencing telephone problems as to the correct way to dial long distance, as an example.
Maintains citation log books; posts citations daily; collects and processes citation payments; maintains citation and parking permit records; issues parking permits; provides general office support.
Knowledge, Skills and Abilities:
Ability to operate a telephone console or similar equipment requiring a good memory; ability to process rapid transactions quickly without error; ability to hear, discern and react quickly but in a friendly, pleasant manner; ability to relate favorably with the public, staff and students; ability to memorize telephone extensions and names quickly; ability to place calls quickly and accurately; ability to speak in a clear well-modulated and calm voice; ability to concentrate on work and not be distracted; ability to hear and understand various voice levels and accents; ability to keep accurate records; skill in basic bookkeeping; ability to work under pressure; ability to learn College programs, structure and departments quickly; ability to handle emergencies calmly and follow standard procedures; ability to type; skill in the operation of a mainframe computer terminal; ability to work safely.
Supervision:
Works under the general supervision of the Associate Vice President for Information Technology. A Lead Telephone Console Operator assigns work, provides work priorities and is available to answer questions or troubleshoot problems on a daily basis. After a brief orientation period, the employee works independently. Work is reviewed by observation and feedback from students, staff and the public.
Supervision of others is not a normal responsibility of this position.
Minimum Qualifications:
High school graduation or equivalent is required. Six months of experience as a PBX operator or an operator of a large console serving a large number of stations with some general clerical experience is required.
Equivalent combination of training and experience will be considered qualifying.
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