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Telephone Operator (#RC5000)


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DEFINITION

Under general supervision, operates a multi-line telephone switching system; and does related or other work as required in accordance with Rule 3, Section 3 of the Civil Service Rules.

CLASS CHARACTERISTICS

Employees of this class are responsible for answering the principle departmental telephone lines, routing calls, taking and transmitting messages, and giving out routine information.

TYPICAL DUTIES

  • Greets callers; relays incoming, outgoing and interoffice calls; operates departmental paging system; determines through inquiry the proper station to which call is to be connected and makes appropriate connection.
  • Takes and transmits messages; may give out routine information concerning rules, regulations, and policies not involving decision making; may advise persons as to procedures to be followed; may dispatch vehicles.
  • Does routine filing, including sorting of correspondence, forms, records, reports, documents, and other materials alphabetically, numerically, or by other predetermined classification; may code prior to filing which does not require judgmental decisions; searches files to obtain information.
  • Maintains and processes routine files and records; performs routine tallying or checking operations; adds, posts or verifies notations.
  • May type letters, reports or other items. May receive and direct patients, clients, and general public to proper areas.

    • MINIMUM QUALIFICATIONS

    EITHER I

    Experience:  One-year experience in the operation of a multi-line telephone system or a PBX switchboard

     

    OR II

    Education:  Completion of an approved clerical training course which included training in the operation of a multi-line telephone switching system or PBX switchboard. 

    Experience:  One year of experience in general clerical work, which involved contacts with the public either directly or by telephone.

    KNOWLEDGE

    The function and operation of a multi-line telephone system; telephone etiquette; basic public relations techniques; proper grammar related to oral expression; basic record keeping principles; basic filing principles and techniques; how to use source materials.

    ABILITY

    Speak clearly and distinctly in a well modulated and pleasant voice; take concise and accurate messages; give clear and specific directions and information; elicit necessary information; work effectively under pressure; react quickly and calmly while placing and receiving calls of an emergency nature; remember numbers and names while dealing with other variables; follow oral and written instructions and procedures.

    CLASS: RC5000; EST: 8/1/1958; REV: 11/18/1981;