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Position Classification Description

Position Class Code / Title: A0029 / Telephone Operator
Recruitment Tier: Tier 1
FLSA: Non-Exempt
Grade: 03

This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.

The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.

Summary

Receives and relays incoming and outgoing telephone calls for the university 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 university directory information into a computer database. Provides clerical support as required.

Duties and Responsibilities

  1. Operates switchboard and routes incoming calls to appropriate departments.
  2. Places out-of-state and international calls; schedules and coordinates conference calls as required.
  3. Utilizes public address, paging, and voice mail systems to ensure proper routing of calls.
  4. Collects and verifies campus directory information, to include telephone numbers, addresses, etc; performs data entry into a computerized database for inclusion in the campus directory.
  5. 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.
  6. Performs various clerical duties as required, including logging and routing incoming mail, light typing, and preparation of outgoing mail.
  7. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • High school diploma or GED; at least 1 year of experience directly related to the duties and responsibilities specified.
  • Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

  • Knowledge of telephone consoles and related equipment.
  • Knowledge of customer service standards and procedures.
  • Ability to speak, read, and/or write English and Spanish.
  • Knowledge of international and\or conference call telephone dialing procedures and protocols.
  • Ability to verify data input and correct errors.
  • Knowledge of campus telephone system dialing procedures.
  • Ability to interact and communicate with people over the telephone, often in stressful situations.
  • Basic data entry and/or word processing skills.
  • Knowledge of policies and procedures for the imparting of directory information over the telephone.
  • Clerical and basic office skills.

Distinguishing Characteristics

    Position requires: a) utilization of an electronic switchboard to route multiple incoming calls and to place multiple outgoing calls; b) collection and verification of campus directory information; c) use of highly developed verbal communication skills over the telephone; d) performance of a range of routine clerical duties, such as copy typing and computer data entry.

Conditions of Employment

  • This position is represented by a labor union and is subject to the terms and conditions of the CWA Collective Bargaining Agreement.
  • Successful candidate must submit to post-offer, pre-employment physical examination and medical history check.

Working Conditions and Physical Effort

  • No or very limited physical effort required.
  • No or very limited exposure to physical risk.
  • Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 03/20/2017