Communications Operator I

ATTENTION Merit System Employees: Do not apply through this site. If you are a current Merit System employee, please click HERE to log into the internal career site. Grade 11 Click HERE for Salary Ranges CLOSE DATE 03/17/2023 SUMMARY Employees in the Communications Operator I job are responsible for the operation of telephone equipment, computer equipment and software, receipt and transmission of messages, and performance of related documentation. Communications Operators perform duties, such as verifying locations, requesting additional personnel or services, notifying management, and logging arrival/departure times, in support of departmental employees working in the field meeting the needs of other departments and jurisdictions, and in responding to citizen complaints and requests for services. Once trained, employees work with considerable independence subject to special instructions to meet unusual situations. Work is performed in a call center, office, or public reception area. Employees in this job class do not have supervisory responsibilities and their work is reviewed through the adequacy of communication services and through the examination of records and logs. TYPICAL JOB DUTIES: Engages in activities designed to ensure professional development, awareness of developments in the field, and knowledge of relevant practices, rules, laws, policies, and/or guidelines. Provides service to internal and/or external customers. Provides interactive external and internal communication and services by processing and tracking service requests. Accesses information, via integrated software system, in order to respond to the inquiries. Documents specific and detailed information (e.g., downed trees, potholes in streets, illegal dumping) manually or via tracking software (e.g., Microsoft CRM, Cityworks, GovQA) to create a base for tracking progress towards addressing situation. MINIMUM QUALIFICATIONS: The following Minimum Qualifications are required for this job. You must demonstrate possession of these qualifications by providing a detailed description of your related experience in the work history section of your application. Please note that replicating or restating these minimum qualifications or the information from the Personnel Board’s job description as your own work experience will result in your disqualification. Please describe your work experience in your own words to represent the work you have performed that is related to the minimum qualifications for this job. Experience in a direct customer service position (e.g., call center, cashier, sales). Willingness to work any shift, any day. PREFERRED QUALIFICATIONS: Preferred Qualifications are examples of experience and education considered to be highly desirable by hiring agencies. Experience that required use of a clear, professional, and pleasant speaking voice. Experience remaining calm and composed when dealing with customers in difficult situations. Experience using basic computer and data entry skills. COMPETENCIES: Adaptability & Flexibility. Computer & Technology Operations. Creativity & Innovation. Customer Service. Leadership & Management. Learning & Memory. Mathematical & Statistical Skills. Oral Communication & Comprehension. Physical Abilities. Planning & Organizing. Problem Solving & Decision Making. Professionalism & Integrity. Researching & Referencing. Reviewing, Inspecting & Auditing. Self-Management & Initiative. Teamwork & Interpersonal. Training & Facilitation. Written Communication & Comprehension. CRITICAL KNOWLEDGES: Knowledge of department policies and procedures on handling complaints (e.g., customer, citizen, etc.). Knowledge of the use and operations of telephone systems. WORK ENVIRONMENT: Work is conducted indoors in an office setting and involves use of standard office equipment, such as computer, phone, copier, etc., and various specialized software. PHYSICAL DEMANDS: Job is primarily sedentary involving sitting for long periods of time, but may involve occasional walking or standing for brief periods. DISCLAIMER: This job description is not meant to be an all-inclusive list of the job duties, responsibilities, or skills and abilities required to do the job and may be changed at the discretion of the Personnel Board at any time. SPECIAL ACCOMMODATIONS Persons requiring special conditions to accommodate a disability when completing the application should contact the Personnel Board at 205-279-3500 before the announcement closing date. Qualified applicants who believe they will need reasonable accommodation in the examination process should complete and submit an Accommodation Request Form. You may obtain an Accommodation Request Form by contacting our ADA Ombudsperson at ADAO@pbjcal.org, or by accessing the "Request for Accommodation" form through the following website: http://www.pbjcal.org/ AN EQUAL OPPORTUNITY EMPLOYER The Personnel Board of Jefferson County (Personnel Board) provides a public personnel system based on merit principles. The Personnel Board strives for the constant improvement of the public service by employing and developing the best qualified persons available. The Personnel Board provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex, creed, religion, political beliefs, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Employment decisions are made by the Merit System municipality or governmental agency in which the position exists. Each Merit System municipality, agency, or jurisdiction administers its own equal employment opportunity programs in compliance with applicable state and/or federal laws and regulations. Welcome to JobsQuest! JobsQuest is the gateway to civil service employment in the Merit System of Jefferson County, Alabama. The Merit System is comprised of approximately 8,000 employees in over 800 different kinds of jobs throughout 18 cities and five county-wide agencies within Jefferson County. JobsQuest is administered by The Personnel Board of Jefferson County (PBJC). To learn more about the PBJC, visit our website at http://www.pbjcal.org.