MONTGOMERY COUNTY GOVERNMENT Code No.3416

ROCKVILLE, MARYLAND Grade 12

CLASS SPECIFICATION

TELEPHONE OPERATOR/BILLING CLERK

This is telephone operator and telecommunications clerical billing work. The work involves the operation of a multi-button telephone to answer, transfer, and direct incoming calls to the appropriate extension, and to identify and assign telecommunication charges to appropriate departments by calculating total charges to correct pseudo codes, posting amounts to journals, and preparing vouchers and payment requests. The performance of duties associated with the telecommunications clerical billing is in support of the fiscal reporting process. Contacts are with County Government employees at all levels to resolve problems with telephones, equipment and billing. Contacts are also maintained with telecommunications service contractors to arrange for equipment repairs and service and to resolve billing problems. An employee in this class provides routine direct service on demand to the public when giving telephone numbers, transferring calls and providing other information.

Work is assigned by the supervisor and employees independently carry out recurring assignments which consists of related steps and involves the execution of specific procedures. Employees work under close supervision until work procedures and an understanding of the general operations of County agencies are learned. Established procedures and guidelines for doing the work are available and require the employees to use judgement in selecting and applying the appropriate procedure(s). The complexity of the work is seen in the bill processing, where the employees post many different transactions to the proper accounts. The impact of properly performed work results in calls being directed correctly and the timely processing of telephone and other telecommunication bills. The work is periodically reviewed to ensure that the results are accurate and that procedures used are correct. Work is performed in an office environment and requires sitting for prolonged periods of time and accurate placement of fingers to operate equipment.

EXAMPLES OF DUTIES: (Illustrative Only)

Answers, transfers and directs incoming telephone calls to the appropriate extension.

Provides telephone information including, but not limited to, telephone numbers and locations of individuals and organizations.

Identifies and assigns telecommunication charges to appropriate departments, calculates charges to pseudo codes, posts amounts to journals, and prepares payment requests for submission.

Resolves incorrect billing by the vendor and reconciles payment errors.

Maintains a on-line listing directory database to properly direct telephone calls and updates County automated telephone directory database.

Maintains telecommunications billing files on all County departments and agencies.

Routes long distance toll charges to correct department.

Enters repair reports into automated reporting system.

Reports telephone repairs to correct vendor.

Performs related duties as required.

Experience: No previous work experience is necessary.

Education: Completion of high school.

Equivalency: None.

Knowledge, Skills and Abilities:

Ability to operate office equipment and personal computers or be trained on same.

Ability to understand and follow oral and written instructions.

Ability to obtain and furnish information with tact and courtesy.

Ability to speak clearly and distinctly.

Ability to perform basic level mathematical calculations.

Ability to attend meetings or perform other assignments at locations outside the office, if necessary.

Individuals appointed or promoted to this class will be required to serve a probationary period of six months, during which time performance will be carefully evaluated. Continuation in this class will be contingent upon successful completion of the probationary period.

MEDICAL PROTOCOL: Medical History Review

Class Established: September, 1963

Revised: August, 1972

March, 1974

February, 1986

September, 1992 (M)

* Previously titled: Centrex Telephone Operator