Communications/Customer Service Technician II (CCC Evening Switchboard)(72.5%)

Part-Time Communications/Customer Service Technician II

A part-time classified represented position is available at the Canyon Country Campus Evening Switchboard. The shift is Monday to Thursday, 2:00 PM to 9:45 PM (with a 30-minute unpaid meal break). The position is in the Campus Services and Operations division. Salary placement will be on Range 24 of Classified Represented Salary Schedule B. The normal workweek for this position is 29 hours. Paid holiday, discretionary, vacation, personal necessity and sick time are provided, and will be pro-rated based on hours worked. A regular work schedule will be assigned, with the ability to occasionally work a flexible schedule as needed with supervisor approval.

The Santa Clarita Community College District is committed to achieving educational equity for all students. The District Strategic Plan focuses on Access, Engagement, and Success. Equity, inclusion, and diversity are embedded in all actions and planning across all departments and functions of the college and its two campuses. The District provides students with a rich and dynamic learning experience that embraces differences fostering healthy inclusion through inquiry, shared dialogue, and reflection to ensure that we promote a sense of community, collegiality, and cooperation.

The Santa Clarita Community College District seeks leaders possessing a strong grounding in academic and student services programs and a thorough understanding of the primary mission of the community college. We seek employees that value mentorship and working in a collegial, collaborative environment, who are conscientious risk takers and transformational leaders guided by a commitment to helping all students achieve their educational goals.

Under the direction of the Dean, Campus Services and Operations, Canyon Country Campus, conducts front-line communications between the Canyon Country Campus and the public. Assists with development and maintenance of the district's positive public relation image by providing various quality customer service functions to campus staff, faculty, students, and the public. Answers and routes calls utilizing current technology including digital phone console, computer, or handset, and assists with training of faculty and staff on the telephone messaging system. Assists with distribution of communications and marketing materials for the college, as well as processing all incoming/outgoing mail. Performs a variety of complex tasks associated with completing high-speed duplication and/or digital printing work including entering commands into the equipment being operated and performing the less complex digital equipment manipulations needed to prepare the printing job. Performs other related duties as assigned.

Essential Duties: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this class.

1. Operates the college communications center, including a communications data computer and front-line reception area. Receives and routes incoming calls, operates the college's two-way radio at the Communications Center, and makes proper telephone connections.
2. As the very first point of contact for the public, provides a welcoming tone and a sense of "quality customer service" to all who call or visit the college. Acts as the information center for the campus and maintains a directory of information. Answers inquiries from campus staff, faculty, students, and the general public and assists by providing and/or routing information.
3. Maintains positive physical presentation of public office space to include welcoming reception area, attractive and easily accessible signage and materials, and well-organized office functions.
4. Provides college informational, marketing and other materials to visitors, including schedules, applications, and selected forms such as parking appeal forms. Handles front-line information services, providing telephone relief to administrative and student services offices.
5. Foresees the need for changes in messages during holidays and emergencies and assists the Dean in development and maintenance of the college's messages. Is responsible for contacting all district and college offices to gather information regarding hours of operation for each area and to disseminate this information throughout the college.
6. Performs triage on incoming inquires and takes and routes messages. Trains and assists faculty and staff on the use and set-up of the voicemail system. Coordinates closely with Facilities and Computer Support for equipment installation, maintenance, and programming.
7. Collates and distributes materials; develops files and maintains records. Maintains and arranges for supplies, repairs and maintenance of communications office equipment, including duplicating, mailing, telephone, scantron, and fax equipment. If required, assists in communications with the Post Office, electronic payment of postage and departmental accounting.
8. Receives, sorts and processes incoming and outgoing mail, which may include weighing and metering outgoing mail using computerized mail-processing equipment. Inputs and maintains information in a PC computer database, creating and maintaining mailing lists and running reports. May provide backup in processing bulk and other large mailings using technical programs and equipment.
9. Receives packages and textbooks, provides notification to faculty and staff and manages delivery. Maintains the mailroom as a professional and public area and assists with planning, re-ordering and labeling mail-slots each term, as directed.
10. Receives, notifies departments, and distributes incoming faxes; assists in sending out faxes on an "as needed" basis. Assists in maintaining the college's fax-on-demand messages and system, updating forms, calendars and other public information materials. Assists personnel in operation of the fax machine and maintains supplies for the fax machine.
11. May assist with maintaining records pertaining to postal meter charges, handling postal accounts, and developing annual budgets for the communications center. Generates monthly accounting reports on departmental mailing expenses.
12. Is responsible for securing administrative areas during periods when the offices are unsupervised. Contacts security, appropriate administrators and/or staff to see that doors, equipment and offices are secured and/or when unknown individuals enter the administrative areas. Uses approved security and safety procedures for recognizing and dealing with suspicious mail and packages, and potentially hazardous materials.
13. Issues day parking permits for college guests at the request of security and administrators. May be responsible for issuing room keys to employees and managing the records related to this task.
14. Performs a variety of clerical functions including typing, filing, assisting in supply inventory, maintenance, handling routine correspondence and requests.
15. Receives requests for emergency assistance and contacts appropriate personnel and agencies for follow-up assistance. Acts as the main radio dispatcher for medical and other sorts of emergencies and crimes, working closely with facilities, security and health and safety services. Notifies appropriate staff during emergencies. Assists managers and the Public Information Office in keeping the campus community informed during emergencies. Handles all-campus and specific group telephone communications on an "as needed" basis.
16. Assists in directing and training of hourly personnel.
17. Performs other related duties as assigned.

Reprographics

1. Receives or obtains master material from either hard copies or electronic images, prepares the master copy and the reprographic equipment for reproduction, and completes and proofs the print job. Jobs include requests for production of such materials as bulletins, charts, drawings, course syllabi, examinations, administrative materials and forms.
2. Sets up and operates a computer to prepare copies for a variety of materials and for keeping statistical information related to center operations.
3. Assists in establishing printing production schedules and in meeting the needs of campus staff for reprographic services.
4. Assists in maintaining a variety of records and files pertaining to reprographic materials, supplies, inventories, production, and equipment.
5. Performs a variety of reprographic functions including programming and operating copier equipment and correcting paper path problems; non-technical maintenance on reproduction equipment; collates, assembles, trims and staples reproduced materials. In performing these functions, adheres to safe printing and equipment practices and follows all precautions provided on machines and operating manuals.

Demonstrated Knowledge and Abilities

• Effectively and efficiently operate a telephone switchboard, a computer, a range of modern office equipment, including voicemail systems, postal equipment, facsimile machines, and copier/duplicating machines. Have strong general computer skills with at least intermediate skill levels in Microsoft Office Suite, using Word, Outlook, Excel and Access, and the ability to learn a database program (i.e. Datatel/Colleague).
• Speak in a pleasant voice and have a neat appearance, handle emergencies calmly, provide quality customer service. Conduct crisis communications in a cool and efficient manner.
• Maintain confidentiality of records, including student and employee information and ability to use good judgment in emergencies.
• Deal with the public and the general educational community in a tactful and courteous manner, resolving issues and presenting a positive public relations image. Ability to deal with angry, confrontational and potentially abusive public.
• Understand and carry out oral and written directions while working with a minimum of daily supervision.
• Perform a variety of general and specialized technical communications work, while continuously accommodating changes and upgrades in equipment, learning new technical and communications systems, and taking advantage of training opportunities.
• Operate a