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Broward County Logo

Human Resources Division
115 South Andrews Avenue, Room 508
Fort Lauderdale, Florida 33301


Class Code:X0009

TELEPHONE ASSISTANCE SUPERVISOR

NATURE OF WORK

This is supervisory, technical and administrative work involved in providing telephone services and operating a centralized telephone console for a major telephone system.

Work involves receiving, processing and coordinating requests for new telephone service and changes to existing service and overseeing the continuous operation of the County's telephone system. Work includes maintaining the data base of the County's Electronic Telephone Directory System. An employee in this class is responsible for receiving and processing user trouble reports including report intake and documentation. Work is reviewed by an administrative superior through conferences, oral reports and written records, based on performance standards.

ILLUSTRATIVE TASKS

Assigns, plans and reviews the work of all subordinate personnel.

Processes, coordinates and documents telephone service and repair requests; records telephone trouble reports; dispatches personnel to trouble locations; closes out all telephone repairs with the vendors; and maintains and keeps records of services.

Makes changes in line or service assignments; contacts vendors to determine costs for service orders and due dates of vendors/technicians.

Processes and coordinates repairs.

Obtains alarm status on Flexserve service.

Maintains the electronic telephone directory.

Maintains records of departments and key personnel in the Clerk of Courts office, Broward Sheriff's Office, State Attorney, Public Defender, Judges and all elected officials.

Performs related work as required.

KNOWLEDGE, ABILITIES, AND SKILLS

Considerable knowledge of Centrex or PBX console operation, office practices and procedures, and standard record keeping.

Considerable knowledge of telephone communication theory, methodologies and current developments in the telecommunications field.

Considerable knowledge of the operating characteristics of basic telephone systems and equipment and public switched networks.

Knowledge of tariffs and operating procedures of public telephone utilities and local interconnect vendors.

Ability to operate a computer system and office automation equipment.

Ability to interpret, process and coordinate multiple facets of service order requests and telephone trouble reports.

Ability to communicate clearly and effectively both orally and in writing.

Ability to respond to and service customers appropriately.

Ability to operate all required telephone equipment and features.

Ability to plan and supervise the work of support personnel.

Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Ethics and Conflict of Interest policies.

Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, political affiliation or sexual orientation.

REQUIRED EXPERIENCE AND TRAINING

Graduation from high school supplemented by course work in telecommunications theory; four (4) years experience in the operation of a telephone switchboard, Centrex console, PBX console, or multi-line telephone equipment operation in a primary telephone answering position, including two (2) years experience in the supervisory aspects of the work; or any equivalent combination of relevant training and experience.

GENERAL INFORMATION

Bargaining Unit: Government Supervisors Association
FLSA Status: Non-Exempt
Code of Ethics
Certification: No
Work Locations: Safety and Emergency Services
Class Spec. Estab./Revised: E6/96 R12/99


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