SENIOR TELEPHONE OPERATOR (ALL JURISDICTIONS)

Examples of work

• Takes the lead and provides assignments and instructions to operators and supervises the performance of their work.
• Formulates working procedures for a group of telephone operators.
• Plans and tests individual working schedules for operating personnel.
• Keeps time records for each operator and other needed records and files.
• Checks the courtesy and accuracy of each operator at intervals.
• Trains new telephone operators in related duties of the position.
• Assists operators of lower grade with unusual problems.
• Reports out of order or malfunctioning telephone equipment within the facility to the telecommunications vendor for maintenance and keeps records on all reported trouble with the telephones.
• Relieves telephone operators at switchboards when necessary.
• Places and receives local, regular, toll and long distance calls and relays intra-system calls.
• May connect calls made to places outside of New Jersey using scan and WATS (Wide Area Telephone Service) lines.
• May place emergency 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.
• In a private branch exchange (PBX) unit:
• Takes the lead in keeping records in the preparation of telephone bills.
• May review telephone bills and collect reimbursement for personal telephone calls from staff.
• Keeps extension listings current and accurate.
• Updates records of frequently called phone numbers.
• Orders new telephone directories as required.
• May operate a multiple position telephone switchboard.
• May make minor repairs to equipment.
• May perform routine clerical work.
• Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
• <b>REQUIREMENTS
• EXPERIENCE:</b>
• One (1) year of experience in work involving the operation of a private branch exchange (PBX) or Centrex switchboard and in the performance of simple clerical duties.

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 essential duties of the position.

Knowledge, skills and abilities

Knowledge of mechanical problems involved in operating and supervising a multiple position telephone switchboard, agency telephone exchange, Centrex console and automated telephone system. Knowledge of methods used in placing, receiving and relaying long distance, local and intra-system calls and in investigating and adjusting complaints of varied types. Knowledge of office practices, procedures, and standard record keeping. Ability to assign and instruct individuals and groups, and supervise the performance of their work. Ability to analyze mechanical problems involved in operating an agency telephone exchange, and in formulating working procedures and schedules for agency telephone operators. Ability to supervise and perform the work involved in handling, recording and billing of local, long distance, toll and personal calls. Ability to place and receive local, long distance, toll and intra-system telephone calls. Ability to comprehend and interpret agency internal organization, policies, and procedures, and to become familiar with the names of employees. Ability to make periodic checks of operators of lower grade to ensure prompt, courteous service. Ability to work effectively with associates, subordinates, and superior officials. Ability to prepare time, personnel, and other reports. 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, and 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 with or without reasonable accommodation. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible. CODES: LG - MER 8/29/09 09/A10 - (40) 09/A08 - (35) This job specification is for state and local government use. This job specification is applicable to the following title code(s) which are different work week or work month of the job class title: Job Spec Code State, Local or Common Class of Service Work Week State Class Code Local Class Code Salary Range

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. SC3509N/AA08-SC4009N/AA10- This job specification is for government use only. Salary range is only applicable to state government. Local salaries are established by individual local jurisdictions. MCK 08/29/2009