Job Description

University of Utah Job Description

Job Summary

Provides operator assistance to incoming callers by answering, directing and transferring calls. Additional services include scheduling conference calls, sending faxes, delivering messages and updating the directory database. Provides professional, friendly customer service to University customers and the community.

Qualifications

Six months customer service experience or equivalency (one year of education can be substituted for two years of related work experience) required; demonstrated computer skills and human relation and effective communication skills also required.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Essential Functions

1. Answers and transfers incoming calls and provides assistance to customers.
2. Schedules and places long distance and off campus conference calls for departments.
3. Provides connections for long distance faxes and operator directory assistance.
4. Takes and delivers messages from callers and retrieves messages from voice mail.
5. Performs data entry billing and maintains appropriate logs and files.
6. Reviews and updates operator directory database.
7. Assists office support staff with clerical duties and projects as needed.

Problem Solving

Employees work independently while answering incoming telephone calls. Operators routinely investigate minor problems before transferring callers to appropriate person or department. Some challenges inherent to this position include providing efficient customer service with problem calls, handling difficult or irate callers and understanding callers in which English is not their primary language. Incumbents are required to be aware of University current events, services and information. Operators often perform duties under time pressure because of heavy call volumes and should minimize the time a customer is on hold.

Operators must be patient and empathetic with callers to provide excellent customer service. Operators are the first point of contact and represent the University in a professional and courteous manner.

Comments

Work Environment and Level of Frequency typically required

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking.

Often: Repetitive hand motion (such as typing), walking. 

Seldom: Bending, reaching overhead.