SENIOR RECEPTIONIST/TELEPHONE OPERATOR SENIOR RECEPTIONIST

Code: 03553@ Local Non-Competitive

Official job specification

The text below is the official specification published by the New Jersey Civil Service Commission. The plain-language summary and analysis above are derived from it by NJ Civil Service Navigator. Source: the official specification page at NJ CSC.

Definition

Under direction, takes the lead over assigned employees and/or performs the more difficult work involved in receiving visitors, ascertaining their wants, providing them with information, and/or directing them to the proper persons; does other related work as required.

Under direction, operates one or more positions on a single or multiple position console in a private branch exchange (PBX) or Centrex switchboard, provides information to clients, and does related clerical tasks and other work as required.

Examples of work

• Organizes assigned work from established programs, and develops effective work methods.
• Guides, instructs, and assigns tasks to staff.
• Participates in and is responsible for the work of staff.
• Performs the more difficult work involved in receiving visitors and ascertaining their wants, providing them with information, and/or directing them to the proper persons.
• Answers the more difficult telephone inquiries and gives information according to prescribed procedures.
• Sees that visitors who have scheduled appointments are seated and that all persons concerned are notified.
• May operate a telephone switchboard and/or perform varied clerical work.
• Maintains records and files.
• Maintains documents from varied forms of copy.
• Will be required to learn to utilize various types of electronic and/or manual recording and computerized information systems used by the agency, office, or related units.
• Places and receives local, regular, toll and long distance calls and relays intra-system 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.
• May connect calls made to places outside of New Jersey using SCAN (State Controlled Automatic Network) and WATS (Wide Area Telephone Service) lines.
• Maintains records on all reported trouble with the telephones and on conference calls.
• In a private branch exchange (PBX) unit:
• May operate a multiple position switchboard.
• Keeps records on telephone bills, frequently called numbers, the number of calls made monthly, phone trouble, repairs and other items.
• Takes orders for telephone directories.
• Performs simple clerical tasks including receiving and sorting mail, stamping outgoing letters, and filing.
• Receives and signs for registered and insured letters and packages.
• Directs visitors.
• Receives and records telephone reports, when on night duty, from attendants and security staff.
• May place emergency calls.
• Maintains records and files.
• Will be required to learn to utilize various types of electronic and/or manual recording and computerized information systems used by the agency, office, or related units.

Experience

One (1) year of experience in clerical and/or reception work.

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 the essential duties of the position.

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 the essential duties of the position.

Knowledge, skills and abilities

• Knowledge of relevant rules, regulations, policies, programs, functions, layout, and personnel.
• Knowledge of office methods, practices, and equipment.
• Ability to organize assigned work and develop effective work methods.
• Ability to meet and act courteously and effectively with people.
• Ability to provide information in person or over the telephone accurately and understandably.
• Ability to comprehend established office routines, rules, and regulations.
• Ability to take the lead over assigned employees.
• 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 or communicate in English sufficiently to perform the duties of the 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.
• LG - @ MCK 8/01/00
• This job specification is for local government use only.
• TELEPHONE OPERATOR
• Knowledge of mechanical problems involved in operating a private branch exchange (PBX) or Centrex console.
• Knowledge of clerical routines.
• Ability to relay information.
• Ability to learn from oral and written explanations and from demonstrations.
• Ability to operate a private branch exchange (PBX) telephone or Centrex console.
• Ability to comprehend the internal organization and policies of the department, institution, or agency concerned.
• Ability to speak clearly.
• Ability to do simple clerical tasks and prepare bills.
• Ability to remember names, dates, and persons.
• Ability to keep records.
• 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, or 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.
• CODES: LG-@ MCK 7/16/03
• This job specification is for local government use only.
• TITLE CODE FOR DUAL TITLE: @
• This job specification is for local government use only.

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.

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.