PBX Operator- Receptionist

Description

Under the general supervision of a Division/Unit manager or designee, an employee in this class

operates an agency’s switchboard to process calls and transfer to the appropriate division or unit,

performs clerical duties, and provides support to personnel. The employee is responsible for

establishing and maintaining good relations with callers.

Work is reviewed for compliance with and adherence to established guidelines, policies, and

procedures.

Duties and Responsibilities

Answers all incoming local and long-distance telephone calls efficiently and courteously.

Provides general information, connects callers to requested individuals, and places local, long-

distance, and inter-office calls.

Greets and directs visitors and clients to the appropriate staff members.

Receives, announces, and directs callers professionally while maintaining composure.

Supplies routine, non-technical information to callers and resolves inquiries and complaints

professionally.

Records and delivers messages between departmental personnel and external parties.

Serves as a positive and helpful first point of contact for callers, maintaining a professional

image for the organization.

Performs a variety of routine clerical tasks with attention to detail.

Sorts and prepares incoming and outgoing mail for distribution, including the preparation of

labels, envelopes, vendor letters, returned checks, lists, and other documents.

Compiles periodic reports summarizing the number of calls and visitors.

Performs other related duties as assigned.

Minimum Qualifications

Completion of the twelfth grade or its equivalent from an accredited institution supplemented by

one year of experience in customer service or operating a switchboard.

Position Factors

FACTOR 1- KNOWLEDGE REQUIRED BY THE POSITION

Knowledge of the department's organization sufficient to direct the public to appropriate

personnel, divisions or units.

Knowledge of business English, spelling and arithmetic.

Knowledge of modern telephone practices, procedures, and equipment.

Skill in customer service and problem-solving capabilities.

Skill in operating a large switchboard under heavy load conditions calmly and efficiently.

Skill in operating a computer with a monitor and keyboard.

Skill in using basic computer software (e.g., Microsoft Office).

Skill in answering calls and addressing inquiries with a pleasant, well-modulated voice, using

proper grammar.

Ability to use general office machines and equipment.

Ability to handle multiple tasks effectively.

Ability to maintain composure under pressure.

Ability to answer calls and questions with a well-modulated and pleasant voice and the use of

good grammar.

Ability to understand, follow, and relay oral and written instructions to perform general and

routine clerical tasks.

Ability to establish and maintain effective working relationships with co-workers and all persons

contacted during the course of work.

FACTOR 2- SUPERVISORY CONTROLS

Work is supervised by a manager or supervisor who provides general instructions and reviews the

work for adherence to established guidelines, policies, procedures, and standard regulations.

FACTOR 3- GUIDELINES

Guidelines include departmental rules and regulations, policies, standard operating procedures,

and manuals. Judgement must be used in interpreting and applying guidelines.

FACTOR 4- COMPLEXITY

Work is performed independently, and effective communication and good customer service are

required. The employee is required to pay close attention to detail and perform multiple clerical

tasks while operating a PBX console. Must exercise sound judgment when handling difficult

calls and is expected to deliver effective results while maintaining professionalism and

composure.

FACTOR 5- SCOPE AND EFFECT

The purpose of the work is to operate a PBX console by relaying, placing, and receiving a large

volume of incoming and outgoing calls, maintaining call logs, and performing other clerical duties as

required by the department or agency.

FACTOR 6- PERSONAL CONTACTS

Contacts are co-workers, managers, departmental staff, other employees, representatives from

government agencies, and members of the general public.

FACTOR 7- PURPOSE OF CONTACTS

Contacts are made to facilitate the exchange of information, phone calls, or inquiries, including

providing updates, addressing concerns, or coordinating tasks to ensure smooth and efficient

communication within the office and with external parties.

FACTOR 8- PHYSICAL DEMANDS

Work is primarily sedentary and may involve prolonged periods of sitting, walking, standing,

listening, reaching with hands and arms, and carrying light objects during the day-to-day

operations of the agency.

FACTOR 9- WORK ENVIRONMENT

Work is performed in an office setting.