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
