NATURE OF WORK
This is specialized telephone service work in the County's telephone service section.
Work involves receiving, processing and coordinating requests for new service and changes to existing service. Employees in this class act as a liaison between users, telephone section staff and numerous outside network and interconnect vendors. Work includes heavy data entry and maintenance responsibilities of the automated files of the County telephone management information system. Work is reviewed by a supervisor through periodic meetings, written reports and daily verbal contacts.
Processes customer service orders including order intake and clarification, entering order into automated tracking file, performing order evaluation for pricing, number and feature assignments, equipment needed and vendor assignments, transmittal of pricing to users for preparation of purchase orders, transmittal of orders to vendors, scheduling of work due dates, creating and adjusting network database profiles, responding to user calls for order status, tracking orders through to completion, and closing out orders.
Processes user trouble reports including report intake and documentation, report evaluation to identify nature and extent of problems, networks and equipment affected, and vendors responsible for problem resolution, transmittal of reports to responsible vendors, coordinating between various levels of vendor repair service, coordinating between various vendors for reports with multiple vendors, tracking resolution of repairs, checking to verify problem resolution, and closing out reports.
Prepares statistical and written reports.
Updates and maintains section records and automated files including a telephone management information file, a vendor responsibility file, and the section number assignment file.
May conduct site surveys, develop user requirements, and provide user training.
Performs related work as required.
KNOWLEDGE, ABILITIES, AND SKILLS
Some knowledge of telephone communication theory and methodologies.
Some knowledge of the operating characteristics of less complex telephone systems and equipment and the public switched networks.
Some knowledge of tariffs and the operating procedures of public telephone utilities and local interconnect vendors.
Some knowledge of computer system and office automation equipment and operations.
Some knowledge of current developments in the telecommunications field.
Ability to interpret, process and coordinate multiple facets of service order requests and telephone trouble reports.
Ability to communicate clearly and effectively both orally and in writing, in person and over the phone with users and multiple outside vendors.
Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Ethics and Conflict of Interest policies.
Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, political affiliation or sexual orientation.
REQUIRED EXPERIENCE AND TRAINING
Graduation from high school supplemented by course work in telecommunications theory; two (2) years experience as a telephone service representative in a telephone company, government agency or large private business; or any equivalent combination of relevant training and experience.
Bargaining Unit: White Collar
FLSA Status: Non-exempt
Code of Ethics
Work Locations: Safety and Emergency Services
Class Spec. Estab./Revised: E2/91 R12/99