Portland Community College | Portland, Oregon

Title: Customer Service Operator

Category: Classified

FLSA: Non-Exempt

Grade: 12

Job Summary

Receives calls from college customers; provides call routing and general information to college customers including PCC staff, students and the public.

Typical Duties and Responsibilities

  1. Answers and routes incoming calls on a complex digital telephone system.
  2. Performs database retrieval for directory information.
  3. Provides information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc. Dispenses general information in person regarding the college when incoming call load allows.
  4. Assists callers in identifying needs and then routing calls appropriately.
  5. Places long distance calls for authorized college staff as necessary.
  6. Updates and maintains personal copy of staff directory and other resources to ensure accurate dispensing of information.
  7. Answers routine questions about telephone and voice mailbox operation on an occasional basis.
  8. Reports PBX console/computer problems to supervisor.
  9. Works closely with PCC Public Safety Department as needed by contacting them during emergency or non-emergency situations.
  10. Answers questions and provides some training for new operators, on-call substitutes or student help.
  11. Updates the staff directory and provides changes to Supervisor. Proofs updates for accuracy.
  12. Keeps computer skills current by attending training on new equipment and learning new or modified procedures.
  13. Positions in this classification may perform all or some of the responsibilities above and all positions perform other related duties as assigned.

Minimum Qualifications

High school diploma or equivalent. Six months of console experience in a busy, customer service oriented position, or completion of communications equipment training.

Knowledge of: Computer operations to include the use of email and web browser and customer service techniques.

Ability to: Think quickly and communicate orally with a variety of callers; handle a high volume of calls (e.g., 125 calls per hour); locate correct and/or unique spelling of names from the database and/or printed directory.

Work Environment and Physical Requirements

Work is performed at fast pace in an office environment with exposure to noise and video display terminals on a regular basis. Work pressure exists due to lack of control over number of incoming phone calls. Extended sitting and learned physical skill is required to perform keyboarding.

REV: 07/05