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ATTENTION Merit System Employees: Do not apply through this site.
Grade 14
CLOSE DATE
04/21/2023
SUMMARY
Employees in the Communications Operator II job perform work of considerable responsibility and experience acquired in the operation of radio and/or telephone equipment, receipt and transmission of messages, and the performance of related recording tasks and other duties in support of departmental program employees working in the field. Employees in this job class may use software that documents and tracks various work activities and provision of services. Work requires some independent judgment in setting priorities and handling unusual assignments. Employees in this class are in contact with field personnel and perform problem resolution with employees and the public. Communications Operators may lead and participate in the work of unit coworkers. Such assignments, however, do not usually include the full range of supervisory responsibility. Work is performed in a call center setting or office and work is reviewed through the adequacy of communication services and through the examination of records and logs.
TYPICAL JOB DUTIES:
- Performs various administrative tasks required for departmental operations and service provision to citizens.
- Provides service to internal and/or external customers.
- Provides interactive external and internal communication and services by processing and tracking service requests.
- Answers questions by phone, email and/or in person regarding organization operations, procedures or projects, general information, appointments, service requests, etc.
- Maintains a professional relationship and demeanor with all customers and co-workers, providing all services with courtesy and patience.
- Communicates with other departments (e.g., public works) or outside entities (e.g., power company) to request assistance and/or advise on situations (e.g., traffic hazards, or downed powerlines).
- Communicates with service recipient to advise on progress made towards fulfilling request, changes in schedules/plans, or the need for additional action(s) by the recipient.
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.
Option A:
- Experience as a switchboard operator or dispatcher.
- Willingness to work any shift, any day.
Option B:
- Experience as a Communications Operator I within the merit system or a comparable position outside the merit system (e.g., Radio Operator, Call Center Operator, Assistant Communications Operator, Help Desk Operator).
- 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 as lead worker or supervisor.
- Experience in effective multi-tasking.
- Experience working with activity tracking software.
COMPETENCIES:
- Adaptability & Flexibility.
- Computer & Technology Operations.
- Customer Service.
- 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.
- Written Communication & Comprehension.
CRITICAL KNOWLEDGES:
- Knowledge of the use and operations of telephone systems.
- Knowledge of principles and processes for providing customer and personal services (e.g., customer needs assessment, quality standards for services, and evaluation of customer satisfaction).
- Knowledge of department policies and procedures on handling complaints (e.g., customer, citizen).
- Knowledge of software that documents and tracks various work activities and provision of services, including handling of customer complaints, completing service requests, managing service provider schedules, and producing descriptive summary reports (e.g., Medsphere, Microsoft Dynamics CRM, Incode, WebQA).
- Knowledge of the geography of the jurisdiction, including landmarks, street numbers/names, boundaries, etc., and basic familiarity with surrounding area.
- Knowledge of current telecommunications equipment.
WORK ENVIRONMENT:
- Work is conducted almost exclusively indoors in a call center setting.
- Work involves use of standard office equipment, such as computer, phone, copier, etc.
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 [email protected], 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.
