RECEPTIONIST/TELEPHONE OPERATOR BILINGUAL IN SPANISH AND ENGLISH

Code: 07676 Unknown Unknown

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 the direction of a supervisory officer, receives callers, provides them with information, schedules appointments, and acts as liaison between department personnel and callers; does 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 duties as required.

Examples of work

• Receives callers, determines their reasons for visiting the office, provides them with the required information according to department procedures and, as is possible, sees that the desired objectives are achieved.
• Notifies department personnel of callers' names and other relevant information and, when so instructed, schedules appointments.
• Answers the telephone and gives information.
• Sees that callers who have appointments with department staff caller's arrival.
• Receives, sorts and distributes incoming letters, packages and telegrams.
• Weighs, seals and stamps outgoing mail and packages.
• Refers complicated inquiries and/or callers who have come to the wrong office to the proper individual or unit.
• Sends telegrams.
• Performs varied clerical duties, including keyboarding, filing and checking and may act as a relief telephone operator when so required.
• Prepares uncomplicated reports.
• Keeps simple records and files.
• May be required to learn to utilize various types of electronic and/or manual recording and information systems sued 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.

License

Appointee 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 department rules, regulations, policies, programs, functions, layout and personnel.
• Knowledge of the functions and responsibilities of the unit and of the approved methods of providing information to the public.
• Knowledge of the names and professional status of persons calling frequently at the office.
• Knowledge of office deadlines, routines, schedules and procedures.
• Ability to meet and deal courteously and effectively with varied types of persons, some of whom may be bewildered or antagonistic.
• Ability to give information in person or over the telephone clearly, accurately and in accordance with department regulations and procedures.
• Ability to ascertain callers' reasons for coming to the office and to refer them to the proper individuals or organizations.
• Ability to schedule appointments accurately and to make certain that misunderstandings do not occur.
• Ability to learn to recognize faces and to remember names quickly and accurately.
• Ability to perform varied types of clerical tasks including the receipt, sorting, distributing, weighing, sealing and stamping of mail, keyboarding and filing.
• Ability to keep records.
• 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 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 essential functions of the job afterreasonable 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.
• CODE: 04/19/1994
• <b>TELEPHONE OPERATOR BILINGUAL IN SPANISH AND ENGLISH</b>
• 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.
• CODE: 07/16/2003
• <b>DUAL TITLE CODE: </b>

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.

Appointments may be made to positions requiring bilingual skills.

<b> - Bilingual in Spanish and English SPECIAL SKILL</b> Applicants must be able to read, write, speak, understand, or communicate in Spanish and English sufficiently to perform the duties of this position.