Telephone Operator

Overview

Summary

Operators will be able to operate manual or automatic telephone equipment by placing and receiving local and long-distance calls. Operator may need to maintain telephone records including cost and time data, originating and receiving destinations, names of parties, and may have responsibility for company voice mail, TTY, general faxing, coordinate conference services and international calls and assist users with voice mail.  Uses computer to perform clerical duties.

Receives and relays incoming and outgoing telephone calls for the client system, to include scheduling and implementation of multi-party conference calls. Provides directory information to inquirers and transfers calls, as appropriate. Collects, verifies, and enters client directory information into a computer database. Provides clerical support as required. 

Duties and Responsibilities

• Operates switchboard and routes incoming calls to appropriate departments to provide support for Audio Conference System .
• Places out-of-state and international calls; schedules and coordinates complex conference and international calls as required.
• Utilizes public address, paging, and voice mail systems to ensure proper routing of calls.
• Collects and verifies directory information, to include telephone numbers, addresses, etc; performs data entry into a computerized database for inclusion in the client directory.
• Researches and provides specific directory information to both internal and external inquirers, as required, in accordance with policy and procedure pertaining to the disclosure of directory information.
• Performs various clerical duties as required, including logging and routing incoming mail, light typing, and preparation of outgoing mail.
• Performs miscellaneous job-related duties as assigned.
• Maintain Telephone Directory system.
• Responsible for providing real-time directory services customer support to include directory updates and revisions.
• Provide real-time operator assistance to audio conference system end-users including monitoring all queue screens for troubleshooting and problem resolution.
• Proficient with Word, PowerPoint and other MS applications
• Administer ITSM / Service Now network ticket queue