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


Class Code:W0007

TELEPHONE OPERATOR II

NATURE OF WORK

This is advanced communications work in the operation of a Centrex or Private Branch Exchange (PBX) console in a major telephone system.

Work involves handling a high volume of telephone calls for all County agencies. Work includes operating the County's Electronic Telephone Directory System, locating County personnel, providing information to the public on the locations, functions, and operations of various County departments, divisions and offices. Work also involves limited supervisory duties, data entry in the County's Electronic Telephone Directory, and receiving and processing user trouble reports. Work is reviewed for the quality of service rendered to employees and the general public, based on performance standards.

DISTINGUISHING CHARACTERISTIC

This classification is distinguished from a Telephone Operator I by the greater experience required and occasional supervisory duties.

ILLUSTRATIVE TASKS

Operates a Centrex or PBX console of a major telephone system.

Answers interoffice, local and long-distance calls and makes proper connections; provides assistance to employees on placing local, long distance and other types of calls.

Furnishes telephone numbers, locations, and general information on County functions and activities; locates personnel.

Places local and long-distance calls, conference calls, and emergency calls as required, in accordance with County policy and FCC and Public Utilities rules and regulations.

Maintains records of all toll and long-distance calls placed.

Operates the County Electronic Telephone Directory, and inputs records.

Assists in processing user trouble reports including report intake and documentation, identification of network and equipment vendors responsible for problem resolution, transmittal of reports to responsible vendors, close out of reports and follow-up to verify problem resolution.

Performs related work as required.

KNOWLEDGE, ABILITIES AND SKILLS

Knowledge of the operation of a Centrex or PBX console.

Knowledge of office practices, procedures, and standard record keeping.

Ability to speak clearly and distinctly, using a well modulated and pleasing voice, and to use correct grammatical construction and choice of words..

Ability to greet the public on the telephone in a pleasant and courteous manner.

Ability to operate a multi-line telephone and associated features and equipment, such as call hold, conference, transfer, camp-on, call-park, and voice messaging.

Ability to operate a simple IBM terminal device, minicomputer terminal work station, or microcomputer device after suitable instruction.

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; two (2) years experience in the operation of a telephone switchboard, Centrex or PBX console, or multi-line telephone equipment in a primary telephone answering position; or any equivalent combination of relevant training and experience.

GENERAL INFORMATION

Bargaining Unit: White Collar
FLSA Status: Non-exempt
Code of Ethics
Certification: No
Work Locations: Safety and Emergency Services
Class Spec. Estab./Revised: E2/77 R12/99


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