TELECOMMUNICATIONS CUSTOMER SERVICE SENIOR REPRESENTATIVE 35332

12/01/93 F

This is the second class in the Telecommunications Customer Service series. Positions in this class review and analyze service requests and produce service orders for vendors in order to provide telecommunications services and equipment to assigned customer agencies and institutions which are geographically disbursed and/or require complex service configurations. This class is distinguished from the Telecommunications Customer Service Representative by its responsibility for customer agencies and institutions which are geographically disbursed and/or require complex service configurations. This class is distinguished from the Telecommunications Customer Service Lead Representative by the latter's responsibility for leading and directing the day-to-day activities of the section.

Complexity of Work: Performs work of moderate difficulty by reviewing, analyzing, and processing requests for services from customer agencies and institutions which are geographically disbursed and/or require complex service configurations. Positions in this class review and analyze service requests; determine the required equipment and services; communicate with customer agencies to gather information and provide status updates concerning service requests; translate customer requests into technical terminology used by vendors; coordinate procurement of equipment and services with long distance and local telephone carriers, equipment vendors, and Department of Information Technology staff; and enter information into the Service Order System to generate service orders and billing transactions. When requested products are not available through the Department of Information Technology's contracts, coordinates procurement of substitute items or initiates competitive procurement. Positions in this class resolve problems when established delivery dates cannot be met and identify requests which could be handled through the Multiple Access Customer Station Rearrangement System (MACSTAR) and notify the Telecommunications Customer Service Lead Representative. Positions in this class may be assigned to lead teams in order to complete extensive, complex projects.

Supervision Given: None.

Supervision Received: Receives general supervision from a Telecommunications Customer Service Manager.

Scope: Work affects the efficiency of the telecommunications services provided to customer agencies.

Impact of Actions: Effective job performance ensures timely and efficient telecommunications services for assigned state agencies and institutions. Ineffective job performance may result in time delays in projects, financial costs to the state, and loss of customer goodwill.

Personal Contacts: Frequent internal contacts with customer agencies and institutions and Department of Information Technology engineers to coordinate the delivery of services and equipment and frequent external contact with equipment and services vendors to determine product and price information and coordinate the delivery of equipment and services.

Knowledge: Considerable knowledge of telecommunications applications and technologies and procurement policies, procedures, and regulations. Working knowledge of the structure of state government.

Skills: None.

Abilities: Demonstrated ability to communicate orally and in writing; apply procurement regulations; use microcomputers; perform assigned tasks independently; and coordinate complex and varied projects.

QUALIFICATIONS GUIDE*

License or Certification: None.

Education or Training: Graduation from high school supplemented by courses in telecommunications services.

Level and Type of Experience: Progressively responsible experience related to telecommunications equipment and services procurement.

An equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this education and experience.

This class was developed by the Department of Information Technology effective December 1, 1993.