TELECOMMUNICATIONS CUSTOMER SERVICE LEAD REPRESENTATIVE 35333

12/01/93 B

This is the third class in the Telecommunications Customer Service series. Positions in this class coordinate the day-to-day operations of a section which provides telecommunications services to state agencies and institutions. Positions in this class monitor the quality of work produced and perform customer service tasks for extremely complex or emergency projects. This class is distinguished from the Telecommunications Customer Service Senior Representative by its responsibility for coordinating the actions of staff and for completing the most difficult tasks. This class is distinguished from the Telecommunications Customer Service Manager by the latter's responsibility for managing the section and providing supervision to staff.

Complexity of Work: Performs work of considerable difficulty coordinating the day-to-day functions of a section providing telecommunications services and equipment to state agencies and institutions. Positions in this class review completed service requests to ensure that the appropriate services were ordered and that orders comply with procurement regulations; resolve complicated problems with vendors and customers; monitor outstanding service requests to ensure timely processing of requests; and provide technical guidance and direction to staff. Positions in this class are assigned the most difficult and geographically disbursed customer agencies and institutions and 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. Positions in this class act as the agency expert on the Multiple Access Customer Station Rearrangement System (MACSTAR) by determining when a service request related to C & P Telephone Company's Centrex network can be handled directly through MACSTAR and performing configuration changes through MACSTAR.

Supervision Given: Positions in this class typically do not supervise subordinate staff, but act as lead workers by monitoring work volume and products and recommending changes to supervisor.

Supervision Received: Receives directions from a Telecommunications Customer Service Manager or other agency administrator.

Scope: Work affects the efficiency of the services provided to customer agencies as well as the function of the section's staff on a day-to-day basis.

Impact of Actions: Effective job performance ensures timely and efficient telecommunications services for assigned state agencies and institutions and effective performance of section staff. 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; state procurement policies, procedures, and regulations; and the structure of state government.

Skills: None.

Abilities: Demonstrated ability to communicate orally and in writing; use microcomputers; interpret and apply complex policies and procedures; and coordinate various projects.

QUALIFICATION GUIDE*

License or Certification: None.

Education or Training: Graduation from an accredited college or university with courses in telecommunications services or related field.

Level and Type of Experience: Progressively responsible experience in telecommunications applications and technologies. Some experience in procurement and customer services.

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.