Telephone Operator/Administrative Assistant

• TITLE: TELEPHONE OPERATOR & ADMINISTRATIVE ASSISTANT
  
  DEPARTMENT: INFORMATION TECHNOLOGY
  
  REPORTS TO: TECHNICAL SERVICES COORDINATOR
  
  EFFECTIVE DATE: TBD
  
  EMPLOYMENT STATUS: FULL-TIME
  
  EMPLOYMENT CLASSIFICATION: NON-EXEMPT
  
  
  
  PRINCIPAL PURPOSE OF JOB: The Telephone Operator and Administrative Assistant serves as the initial response point for Kentucky State University. Additionally, this role performs general administrative duties; ensuring the IT office operates efficiently, as well as providing basic IT help desk support to KSU users.
  
  
  
  SCOPE OF RESPONSIBILITY:
  
  The Telephone Operator and Administrative Assistant serves as the initial response point for Kentucky State University. This position receives and directs calls from the university’s main phone number in a timely, professional and courteous manner. The Telephone Operator and Administrative Assistant must possess high energy and have an extremely positive attitude. The individual must be committed to customer service and have the ability to manage multiple calls (incoming and outgoing) at one time.
  
  Additionally, this role performs general administrative duties; ensuring the IT office operates efficiently, as well as providing basic IT help desk support to KSU users.
  
  
  
  ESSENTIAL JOB FUNCTIONS:
  

• Answers incoming calls, determines intent of the callers and transfers the call to appropriate individuals, departments or service.
• Assists callers with dialing and provides dialing instructions and locating individuals, departments, and services offered by the university.
• Keeps updated on daily campus activities and services.
• Provides information obtained from a variety of sources to field questions from callers regarding departments, phone numbers, operational hours, etc.
• Assists in the maintenance and updating of the campus telephone directory and other IT related documentation and correspondence.
• Provides a pleasant and helpful experience for callers, guest and the university community of stakeholders.
• Carries out a range of administrative duties including but not limited to performing cellular transactions and invoicing review, procurement processes and maintaining office supplies and equipment.
• Provide basic technical support to end-users and escalating issues to the appropriate IT staff when necessary.
• Performs other duties as assigned.

QUALIFICATIONS:

High School Diploma/GED and 2 years of experience that is directly related to the duties and responsibilities specified. Attention to detail and must have the ability to work flexible hours during peak times.

Previous experience in a customer service or administrative role preferred.



KNOWLEDGE, SKILLS, and ABILITIES:

• Knowledge of telephone consoles and related equipment.
• Knowledge of campus telephone system.
• Knowledge of customer service standards and procedures.
• Ability to speak, read and/or write English.
• Basic to intermediate computer, data entry and Microsoft Office skills.
• Clerical and general office skills.
• Knowledge of international and/or conference call telephone dialing procedures.
• Ability to think quickly and handle a high volume of calls.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community and communicate effective to both technical and non-technical staff. Must have the ability to work independently as well as in a team environment.
• Ability to remain calm and consistent in high pressure situations.
• Strong attention to detail and accuracy; good judgment, discretion, and ability to maintain confidentiality.
• Proven work ethic, self-starter who has the ability to multi-task effectively.
• Ability to take and follow instructions.
• Ability to maintain a strong, positive commitment to customer service.
• Willingness to learn new technologies and tools as necessary.

SUPERVISORY RESPONSIBILITY: This position will have no supervisory responsibility.

PHYSICAL REQUIREMENTS :

• Work is normally performed in a typical interior/office work environment.
• No or limited physical effort required.
• No or limited exposure to physical risk.

KENTUCKY STATE UNIVERSITY is an Equal Opportunity Employer

The functions, qualifications, knowledge/skills, and physical requirements listed in this job description represent the essential duties of the job, which the incumbent must be able to perform either with or without reasonable accommodation. The Job Functions listed do not necessarily include all activities that the individual may perform.