Under direct supervision, responds to telephone inquiries providing
general information and directory assistance.
1. Answers telephone information lines, provides requested
information. Screens and interviews callers to determine correct
destination. Routes callers.
2. Directs emergency calls and information internally and externally.
3. Explains and performs dialing procedures for intercom, local and
long distance calls for a multivendor communications environment.
4. Instructs and assists callers in the use of telephone equipment
5. Furnishes detailed information regarding telephone numbers,
scheduled events, hours of operation, delivery directions, address
information, academic calendars, openings and closings.
6. Maintains and updates telephone information records.
Note: The intent of this list of primary duties is to provide a
representative summary of the major duties and responsibilities of
this job. Incumbents perform other related duties assigned. Specific
duties and responsibilities may vary based upon departmental needs.
EDUCATION: High School Diploma or GED.
EXPERIENCE: One year in the operation of telephone system equipment.
General knowledge of telecommunications equipment and service; of
telephone information call handling procedures. Skill in the use of
keyboards and basic communication software; in listening techniques
for interpreting caller requests. Ability to speak clearly and
effectively; to learn and comprehend information regarding functions
of departments; to interact with callers in a pleasant and courteous
manner and maintain poise under pressure.
OTHER: Except for qualifications established by law, additional
related experience and formal education in which one has gained the
knowledge, skills, and abilities required for full performance of the
work of the job class may be substituted for the education or
experience requirement on a year-for-year basis with 30 college
credits being equivalent to one year of experience.
CONDITIONS OF EMPLOYMENT