THE UNIVERSITY OF WYOMING

CLASSIFICATION DESCRIPTION

This is a description of a staff position at the University of Wyoming not a job opening announcement.  Look for current job openings at the following link:  https://uwadmnweb.uwyo.edu/hremployment/employmentdefault.asp.

The following statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

TITLE:  TELEPHONE OPERATOR

REPORTS TO:  Designated Supervisor

UW JOB CODE:  4215

UW JOB FAMILY:  41

SOC CODE: 43-2021

PAY GRADE:  12

DATE:  4-1-95 (revised 7-1-02; 12-2-03; 7-1-04)

PURPOSE:

Answers calls coming into the main University telephone console; assists callers with general information; transfers calls.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES

ESSENTIAL FUNCTIONS:

Answer incoming calls to the main University telephone console; assist callers by providing general directory information and dialing instructions; transfer calls.

Assist with completion of long-distance calls.

Verify and test PBX trunks for busy conditions through operator console; notify technician of detected malfunction(s); maintain log records.

Provide emergency call handling; expedite call transfer to Campus Police Department.

Perform data entry updates for equipment management system.

SUPPLEMENTAL FUNCTIONS:

Receive, verify, and input electronic directory changes.

Keep abreast of changes in departments including changes of extensions and names of personnel involved; verify information.

Assist in coordinating work schedule of student employees; train new operators.

Required to work overtime and be on-call during peak activity periods.

SPECIFICATIONS

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of:

• Telephone consoles and related equipment.
• International and conference call dialing and connection procedures and protocols.
• Customer service standards and protocols.
• Public relations and diplomacy principles, methods, concepts and techniques.
• Basic computer operation including applicable software applications.
• Basic data entry and word processing methods, concepts and procedures.
• Training methods, concepts and techniques.
• Supervision principles, methods, and techniques.
• University services and locations.
• Records management principles, methods, concepts and procedures.
• Applicable University, federal, and state laws, rules, regulations and procedures.

Skills and Abilities to:

• Operate PBX telephone operator console.
• Listen, hear and answer customers’ general directory questions over telephone system.
• Speak clearly and concisely while providing quality customer services.
• Handle emergency calls and expedite transfer to University police.
• Verify data input and assist with long distance calls.
• Receive, verify, and input electronic directory changes.
• Verify and test PBX trunks for busy signals.
• Maintain records.
• Supervise and train student employees.
• Work other than normal work week schedules and be on-call during peak activity periods.
• Work as a team member and foster a cooperative team work environment.

WORKING CONDITIONS:

No major sources of discomfort, standard office environment.

Authorized by Classification/Compensation, Human Resources                                               

Employees may be requested to perform job-related tasks other than those specifically presented in this description.  Participating in the University’s hazardous waste minimization program is part of the job of each employee who uses (or may come in contact with) hazardous materials.  Fair Labor Standards Act (exempt/non-exempt) is designated by position.  University of Wyoming actively supports Americans with Disabilities Act and will consider reasonable accommodations.