Telephone Operator

Job Title: Telephone Operator

Principal duties and responsibilities include information receptionist, operating facility automatic call distribution telephone system, maintenance of computer documentation, and telecommunication equipment operator.

Information Receptionist: Personally provides information of a routine nature and receives and directs callers to the appropriate areas. Provides general telephone and visitor referral services. Refers callers to appropriate facility or program area based on specific requests or by ascertaining the nature of the call.

Operates Facility Automatic Call Distribution Telephone System: Operates telephone system to receive and route incoming and outgoing calls utilizing complex computerized equipment and telecommunications software. Interviews with incoming callers and routes the calls to their proper destination. Provides telephone and organizational information to callers. Regularly provides customer service to a variety of difficult calls requiring personal involvement on the part of the employee, such as threatening, abusive, or distraught callers. Initiates trace with local telephone and police authorities on threatening or emergency-related calls. Answers recurring types of telephone calls such as internal network and routine long-distance calls. Maintains a record of all calls requiring emergency interruptions, toll calls, and long-distance calls showing the time the call was placed, the staff person requesting the call, and the number that was requested.

Furnishes Information: To customers concerning telephone extensions, organizational functions, and staff information. Receives telephone trouble calls, maintains a trouble log, and notifies the supervisor or telephone technician of troubles. Answers/places non-routine telephone-related activities such as international calls and faxes and records the date/time, facility, name of the person, number requested, and other pertinent information. Operates the internal and external paging system to facilities paging requests. Performs telecommunications support work to a variety of technical and/or administrative programs in the network.

Set up monitors and send confirmations for bridge-line conference calls. Operates automatic telecommunications systems, and/or performs support and service functions requiring knowledge of telecommunications processing sequences, procedures, user and/or program functions, and/or techniques associated with the maintenance of the system.

Maintenance of Computer Documentation: Modifies and maintains operation manuals, reference books, and/or instructions associated with programs and systems used in the Telecommunications Unit. Modifies and maintains computerized trouble information books, emergency interrupt information books, toll call information books, long-distance information books, and emergency cascade call information books.

Telecommunications Equipment Operator: Operates equipment such as printers, code alarms, long range paging system, desk attendant telephone console, overhead paging system, other monitoring equipment as needed. Activates and controls standardized computer system and peripheral equipment specifically related to telephonic operations. Tests the telecommunications equipment for operation, monitoring, and controlling operations during processing, and takes prompt action in response to programmed instructions, machine failures, or unscheduled halts. Monitors same and initiates corrective action. Maintains documentation of troubles in the log, as well as maintains and troubleshoots equipment, making changes as required based on established procedures. Assists in training other personnel in the proper use, operation, and care of telecommunications equipment, specifically the desk attendant telephone console and corresponding headset. Assists in the implementation of telecommunications security procedures and performs appropriate system maintenance processes.

Work Schedule: Rotating tours including nights, weekends and holidays. The unit is staffed 24 hours a day, requiring the incumbent to work various shifts, as required by emergencies and to work alone and/or irregular tours at times.

Telework: No

Virtual: This is not a virtual position.

Position Description/PD#: Telephone Operator/ PD512-260214A

Relocation/Recruitment Incentives: No

Critical Skills Incentive (CSI): No

Permanent Change of Station (PCS): No