5031 University Operator

POSITION IDENTIFICATION

TITLE University Operator

CLASSIFICATION NUMBER 5031

GRADE 12

CLASSIFICATION Nonexempt

IMMEDIATE SUPERVISOR Coordinator, Telecommunications

GENERAL FUNCTION

The University Operator performs responsible work involving the operation of a large, heavy traffic load, telephone switchboard with several trunk lines and a considerable number of stations.  This position serves as the first point of contact for callers providing the first impression of the University.  The University Operator has daily contact with students, faculty, staff, and the public, requiring the use of clear verbal communication skills and occasional handling of confidential information.  This position supervises student workers and may supervise part-time staff performing University Operator duties as well as trains operators and maintains appropriate training materials.  The University Operator assists with maintaining data integrity for multiple databases to include E911, facility cable records, and name, department, and location information. 

MINIMUM ACCEPTABLE QUALIFICATIONS

Education: A high school diploma or the equivalent is required. A Bachelors degree preferred. An equivalent combination of years of experience and education may be considered for substitution of educational requirements.

Experience: At least one year of experience servicing customers over the phone by operating a switchboard or working in a customer service call center, sales call center, reception desk, or position with similar phone duties. Supervisory experience is preferred.

Skills: Excellent interpersonal skills are required.  Strong verbal and written communication skills are required.  Must be fluent in the English language and speak clearly in order to be understood over the telephone.  Effective interpersonal skills are required; a customer service orientation is required. Clerical aptitude, accuracy, and attention to detail are required. Intermediate computer skills and knowledge of Microsoft Office software, including Word and Excel is required.  The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required. Familiarity with headsets is preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provides an essential service to the University community and its various constituencies by operating the University’s switchboard consoles by answering, transferring, and directing incoming local and long-distance calls and referring questions to the proper office or person in a courteous and professional manner.

2. Facilitates the smooth operation of Networking and Telecommunications by assisting with trouble reports and reporting console alarms and line problems to the appropriate personnel. 

3. Promotes a positive, service-oriented image of the University by providing routine, non-technical information about local and long-distance telephone procedures and system features and establishing conference calls upon request.    

4. Facilitates in the development of a competent and efficient staff of part-time and student telephone operators by providing training in proper telephone procedures and etiquette, ensuring all operator shifts are covered, ensuring headsets provided are in good working order, developing and posting work schedules, supervising work activities, monitoring and processing accurate payroll records, establishing and maintaining standard operating procedural documentation for effective switchboard operations, and maintaining and providing access to alternate university directory information.

5. Responsible for the maintaining, updating, and validating database information within the applicable modules in the telemanagment software program, E911, cable management, enterprise voice communications system, voicemail system, and other database information as required.

6. Provides responsive system administration for the University's PBX media server and voice messaging systems by recommending appropriate software additions and changes to departments and instructing users in the use of equipment and utilization of system features and applications.

7. Prepares work orders to technical specifications via the telemanagement software package for moves, adds, and changes of all voice, video, and data, applying system software changes to effect work order requests as appropriate, coding and updating telemanagement software with equipment and premise distribution, creating CAD premise information, and coordinating with technicians to complete work order requests requiring installation, wiring, or other field work on a timely basis.

8. Assures out-of-hours and holiday information is recorded and assists with proofing departmental literature and published directory information.

9. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

10. Remains competent and current through attending professional development courses and attending training and/or courses as required by the Telecommunications Service Administrator.

11. Contributes to the overall success of Networking and Telecommunications by performing all other duties and responsibilities as assigned.

SUPERVISION

The University Operator supervises part-time and student employees.

OFFICE OF HUMAN RESOURCES

REVISED SEPTEMBER 2023

JOB FAMILY 1

Factor 1: Educational/Experience Requirements of the Job

Level 3.0 - 360 Points: A combination of education and experience equivalent to a Level 3 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.

Factor 2: Complexity and Technical Mastery

Level 3.0 - 220 Points: Considerable skill in oral and written communication, the ability to make basic mathematical calculations, the ability to understand and follow instructions, knowledge of moderately complex or other work procedures, and the ability to work independently and coordinate a variety of activities and events are required.

Factor 3: Responsibility for the Work of Others

Level 4.0 - 110 Points: Some supervision and training of small numbers of student or part-time workers is required where the nature of supervision is largely confined to scheduling work and assigning tasks. Supervision at this level may also involve directing the work assignments of one or more permanent, full-time employees. Supervisory tasks may include providing input into hiring and employee evaluation processes, but the final decisions are made by other supervisors. The incumbent typically does not perform a full range of supervisory responsibilities, and supervisory duties typically involve relatively little time during the work day.

Factor 4: Guidelines

Level 2.0 - 130 Points: The work generally involves sequential steps and methods explained by the supervisor and/or described by specific guidelines such as standard operating procedures, handbooks, and/or reference manuals exist. Tasks are relatively clear-cut and involve related steps, processes, and methods. The employee may be required to recognize differences in a variety of situations, but those differences are normally clear and require the selection of standard processes to resolve. The number and similarity of guidelines and work situations requires the employee to use judgment in locating and selecting the most appropriate guidelines, references, and procedures for application and in making minor deviations to adapt guidelines in specific cases. Situations to which the existing guidelines cannot be applied or proposed deviations from the guidelines are referred to a supervisor.

Factor 5: Contacts

Level 3.0 - 105 Points: The purpose of contacts is to advise or counsel students or the general public, or to plan or coordinate work efforts with other employees who are working toward common goals and where relationships are generally cooperative. Contacts are moderately structured and routine.

Factor 6: Work Impact

Level 3.0 - 300 Points: Work activities normally address conventional problems or situations with established methods to supply other employees with information, services, or products they use to perform their work. Work products or services facilitate the work of other employees and directly affects the ability of other employees to timely complete specific tasks or processes. Work activities may affect the quality of services provided to moderate numbers of employees, students, or the public, but the services, information, or products provided have relatively minor effects on the welfare of the affected groups.

Factor 7: Physical Effort and Work Environment

Level 1.0 - 25 Points: The work environment consists of exposure to physical conditions typical of a normal office environment. Most of the job is performed while sitting, although the work may require occasional standing or walking and/or the lifting and carrying of small objects.