Skip navigation links
Government
Residents
Business
Visitors
Employees
Resources
Careers
Skip navigation links
Libraries
Career Opportunities
Compensation and Records
Classification Descriptions
Collective Bargaining Agreements
Combined Pay Plan
Employee Assistance Program
Employee Benefits
Employee/Labor Relations

Broward County Logo

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


Class Code:W2262

TELEPHONE SERVICE REPRESENTATIVE II

NATURE OF WORK

This is administrative and technical work specialized in the monitoring and processing of telecommunication service orders, repair requests, and vendor invoices.

Work includes the implementation of all charge backs to county and non-county agencies for both voice and data support.

Work involves maintaining a telephone charge back system which includes reviewing details and reconciling billing records of all telephone related charges, including circuits. Work also involves receiving, evaluating, processing and coordinating telephone work orders and network trouble reports. Work may include making site surveys, developing user requirements and providing user training. Work also involves the administration of all directories which include local telephone companies, county directory, and state directory.

Employees in this class act as a liaison between users and numerous outside network and interconnect vendors. Employees also operate and maintain an automated telephone management system. Employees in this class make database changes in telephone systems and perform data entry and maintenance in telephone section automated files.

DISTINGUISHING CHARACTERISTICS

This classification is distinguished from the position of Telephone Service Representative I by the additional experience required.

ILLUSTRATIVE TASKS

Manages receipt of all telephone vendor invoices and reconciles for discrepancies. When over billing is determined, coordinates with vendor to obtain credit.

Maintains spreadsheets to provide appropriate management with budgeting figures. Spreadsheets include individual agency totals and vendor payments.

Processes customer service orders including order intake and clarification, automated order tracking, order evaluation for pricing, number and feature assignment, equipment identification, vendor assignment, transmittal of pricing to users for preparation of purchase orders, transmittal of orders to vendors, scheduling of work due dates, and automated record keeping.

Processes user trouble reports including report documentation and evaluation to identify nature and extent of problems, identification of networks and equipment affected, identification of responsible vendors, transmittal of reports to responsible vendors, coordination of multiple vendors, tracking resolution of repairs, verifying problem resolution, and preparing periodic weekly statistical reports.

Operates and administers automated telephone management information systems including monitoring and maintaining operation of mini computer system, initiating and monitoring execution of jobs to back up files, creating billing tapes and reports, troubleshooting system problems, and creating and maintaining system procedures manual and operational logs.

Develops user requirements including meeting with users to review and evaluate network and equipment requirements.

Acts as liaison between telecommunication vendors and county and non-county agencies when service orders, trouble reports, or billing inquires are received.

Performs related work as required.

KNOWLEDGE, ABILITIES AND SKILLS

Knowledge of the principles of management, organizations, and administration.

Knowledge of modern office practices, procedures, systems, and equipment.

Knowledge of the standard practices in the fields of local government, personnel management, budgeting and accounting.

Knowledge of the functions and operations of the unit to which assigned.

Knowledge of telephone communication theory and methodologies.

Knowledge of the operating characteristics of telephone systems and equipment and the public switched networks.

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

Knowledge of computer system and office automation equipment and operations.

Ability to communicate effectively, both orally and in writing, in person and over the phone with users and multiple outside vendors.

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 providing and planning for telephone services in a telephone company, government agency or large private business; 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: E2/91 R12/99


Switch to Full Site   | Terms of use
Official Mobile Website of Broward County, Florida
The version of this site is best viewed on a mobile device.