Job Title: Customer Service Operator Job Location: Lincoln Immediate Supervisor: Telecommunications Manager Status: Non-exempt I. JOB OVERVIEW Responsible for assisting in quality delivery of the daily operation of the facility’s computer system including preparing reports, batching jobs, performing print jobs, daily electronic backups of the computer system and assuring quality operation of the facility’s switchboard at all times. Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures. II. ESSENTIAL FUNCTIONS (INFORMATION) 1. Perform scheduled back up of computer servers. 2. Complete scheduled maintenance procedures, Crystal reports, and PBIS reports. 3. Follow operational definitions to ensure adequate and quality implementation of efficient telephone services and support to all customers. 4. Data entry. 5. Meets and adheres to tasks and responsibilities of Operator (1). 6. Maintain help desk phone for ITS and calls appropriate people as needed. 7. Coordinate copy order requests. 8. Precise documentation skills including morning report completion. 9. Communicate issues to all shifts via scheduled reporting. 10. Good judgment skills in escalating problems to appropriate staff for resolution. 11. Ensure all parts of the computer system and the facility telephone system are properly working. 12. Follows prescribed methods to find and correct problems for reporting to proper individuals. 13. Scans and prints all charge cards for patients’ charges nightly including MRH and MRSH. 14. Check “WOW’s” for nursing stations weekly. (PEOPLE) 1. Interacts with staff in all departments in a friendly and helpful manner. 2. Perceive customer service as a primary focus to the department and strive to satisfy the needs of all. 3. Possess problem identification skills functional vs. technical with attention to detail. 4. Clear communication skills. Must be able to follow instruction via a telephone for remote assistance in troubleshooting servers and telephone system equipment. IV. QUALIFICATIONS Education - High School Equivalency Required. Associates Degree in Telecommunications or computer related field preferred. Experience - Telephone switchboard/PBX experience preferred. Six months experience working in Microsoft Word, Excel, and server backup and monitoring required. Skills - Good typing skills. Excellent written and oral communication skills. Strong interpersonal skills, able to elicit cooperation and follow direction accurately within a reasonable training time.