Assistant I, PBX

PURPOSE AND SCOPE:

This position is the primary initial contact and representative of the College to the public. The Switchboard/PBX Operator receives and responds to callers and walk-ins, handling their questions and directing calls and queries. May also be appointed to act as primary police dispatch and emergency response communications initiator.

ESSENTIAL JOB FUNCTIONS:

• Answers all calls received at the main switchboard and assists callers by responding to basic questions and forwarding calls to appropriate parties.

• Direct walk-in visitors and students to their destination within the college.

• Distribute materials such as catalogs and class schedules.

• Compile and produce and maintain the local college phone directory.

• Dispatch information to police officers as requested.

• Contact outside emergency organizations such as fire, EMS or police when an emergency is indicated.

KNOWLEDGE, SKILLS, EXPERIENCE:

Required:

• High School education or equivalent.
• Excellent verbal communication skills and welcoming demeanor and tone of voice.
• Experience in handling critical or emergency notifications and ability to remain calm and communicate clearly in an emergency situation.
• Knowledge of general customer support protocols and telephone etiquette.
• Basic PC knowledge and functional use of MS Office application.
• Ability to understand maps and building (campus) layouts and communicate directions.

Preferred:

• 1+ year(s) experience in a receptionist/switchboard position.
• Knowledge of college departments and services preferred.

EQUIPMENT USED:

Telephone system equipment and PC workstation running on a LAN in a Microsoft Windows environment. General office equipment. MS Office software.

CONTACTS:

Internal - Daily contact with college staff and faculty as necessary to carry out the general duties of the position.

External - Daily contact with visitors and external organizations.

COMPLEXITY/EFFORT:

As the first contact to the college, this position requires ability project a collegial work environment. Responsibility to respond to occasional emergency conditions may be stressful. This position has exposure to the public and must be alert to potential risks.

WORKING CONDITIONS:

Work is performed in a college campus environment with public access. Security police are on-site.

GENERALIZED WORK ACTIVITIES:

• Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.

• Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Communicating with Persons Outside the Organization - Communicating with persons outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

• Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

• Performing for or Working Directly with the Public - Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.

• Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.