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Friday August 8th, 2008 |
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| » About NACS |
Friday August 8th, 2008 |
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Customer Service, Billing & Administrative Duties
Answer questions regarding the operation of the campus telephone and voice mail systems. Assist clients with specific problems and help them to understand various features of the telephone and voice mail systems. Provide pricing for NACS services and assist client in completing NACS service request form.
Update information on the NACS web pages with current information on NACS services and pricing. Ensure ease of access to information about NACS and the services it provides to the campus.
Oversee billing data entry performed by AAII and AAI billing staff. Ensure accurate billing of voice and data work orders. Responsible for reviewing work order entry performed by billing staff. The data entry on voice service orders includes the 911 address information which is vital information used by UCIPD to respond to 911 emergency calls.
Perform monthly processing of Qwest and SBC CD’s through Compco system.
Ensure that all work order entry and vendor invoice billing performed by AAII and AAI are complete by the last working day of the month. Generate the monthly NACS telephone bill through the Compco Telemanagement System. Analyze monthly revenues for each object code and send appropriate reports to NACS Business Office staff.
Assist AAII billing staff with researching complicated billing questions, applying credits and resolving billing disputes.
Process orders for new cellular service and set up new service in Compco billing system.
Process invoices from cellular service providers including auditing invoice, and recharging campus departments through Compco billing system.
Assist Telecom Specialist with preparing telephone service requests. Review online Serve Request for clarity, assign work order number, print order and highlight essential information on order form. Assign new telephone numbers and keep available number spreadsheet updated. Complete form filling in applicable feature data. Type designation strips. Prepare cut sheets with information for field techs. Perform feature data lookup, prepare cut sheets and print telephone designation strips on large orders or projects. Update spreadsheets for fire alarm, elevator and emergency phone locations. Distribute spreadsheet via email to various people on campus. Prepare new cable record sheets. Additional duties and special projects as assigned.
Serve as back up to Customer Service manager overseeing all administrative office functions.Supervision
Supervise staff of AAII front desk position, two full time campus switchboard operators and one student operator if needed.
Train staff on billing processes and procedures for Compco Telemanagement System. Responsible for ensuring accuracy of work order data entry and all billing performed by billing staff.
Assign staff new duties and responsibilities. Responsible for assigning shared clerical duties to the operator staff. Provide necessary training and monitor staff performance.
Utilize reporting function of the ACD system to monitor operator call processing performance. Coach staff as needed to improve call processing performance. Ensure operators are providing accurate and efficient directory assistance service to the community and to the campus.
Ensure adequate coverage for front desk and switchboard positions at all times as these positions are critical to providing quality customer service and NACS staff support.
Hold regular one on one meetings with staff, coach and develop staff in areas where improvement is needed. Responsible for preparing and delivering staff performance evaluations.Third Essential Function
Percent of Time: 20%
Project Coordination
Coordinate directory update process for faculty and staff listings. Authorize individuals to perform on-line updates using OLDUS (On-Line Directory Update System). Provide instruction, policy and procedures for OLDUS. Work with NSP programmer to implement enhancements. Responsible for communicating enhancements and changes to OLDUS to departmental directory coordinators.Team leader for the annual Campus & Medical Center Telephone Directory publication. Serve as liaison with directory publisher, review and approve schedule for the directory project and ensure that all deadlines are met. Work with directory coordinators to gather updates for front sections of the directory. Perform updates to reflect the changes submitted by departmental directory coordinators. Work with NSP programmer to prepare, review and submit the faculty staff listings section of directory. Responsible for submitting final data for non alpha sections to the directory publisher. Review and approve final proofs for all sections of the directory.
Update Operator Look-Up to ensure accurate listing information for campus telephone operators.
Coordinate UCI’s white and yellow page listings in at&t directories. Process orders for directory listings and advertising, bill for listings through Compco. Audit invoices from directory vendor. Troubleshoot errors in directory listings. Coordinate with campus departments for the annual updating of the listings. Coordinate delivery of white & yellow page directories to campus departments.
Serve as coordinating point for questions and recommendations for enhancements to SRF, the on line service request form.
Coordinates other projects and performs other duties as assigned.
Required:
Proven skill supervising a staff of professionals (to include hiring, training, developing, goal setting, evaluating performance, recommending promotions, coaching, disciplining, and corrective action).
Proven interpersonal/people, and conflict resolution skills.
Proven problem solving skills.
Ability to communicate effectively with staff encouraging suggestions for change, ideas for new approaches to tasks and to maintain a close working relationship between all team members.
Ability to communicate effectively with a diverse group of people (senior management, co-workers, faculty, staff, students, vendors, campus and system-wide administration, etc.), and be courteous and helpful with disgruntled, agitated people.
Ability to keep others informed of all information affecting their areas of responsibility and must possess excellent follow through skills.
Proven verbal and written communication skills.
Ability to represent organization in discussions with other campus departments, other UC’s and with vendors outside of the University.
Proven customer service skills.
Organizational skills to plan and supervise assigned projects and tasks including prioritizing workloads and complex schedules in an environment of frequent interruptions, multiple deadlines and changing priorities.
Ability to work independently, organizing and processing detailed work to meet deadlines with only general supervision.
Ability to maintain a positive attitude, and to work effectively as an individual contributor and as team member or team leader.
Ability to follow through on all assignments to a successful conclusion.
Ability to coordinate with and provide instruction to diverse departments and people.
Ability to coordinate the collection of large amounts of data, meeting strict deadlines.
Ability to maintain confidentiality.
Proven skills working with personal computer systems (strong computer literacy), and skill using Microsoft Excel, Word, Project, and email systems.
Proven skill in utilizing computers as related to financial applications, spreadsheets, graphics, word-processing, electronic mail, and electronic information databases.
Knowledge of the Internet and of procedures for updating web pages.
Knowledge of billing data entry in on line system.
Ability to provide support to managers and directors in all areas.
Ability to maintain confidentiality.
Excellent attendance.
Desired:
Knowledge of UCI departments and their activities.Knowledge of University policies and procedures.
Ability to develop and implement procedures with multiple campus departments.
Knowledge of UCI directory information function and purpose.
Knowledge of telecommunications equipment and services to provide consulting services to campus departments and to analyze outside vendor services for use by campus departments.
Knowledge of telephone and data service requests to interpret work completed by technicians and the ability to detect errors on orders and make corrections.
Knowledge and understanding of various outside vendor invoices in order to audit for accuracy.
Work Location: University Research Park, UC Irvine Campus - Network & Academic Computing Services office.
Below are general guidelines on the position's physical, mental, and environmental working conditions.
In accordance with applicable state and federal law, UCI provides reasonable accommodations for applicants
with disabilities upon request. For more information, please contact Human Resources at (949) 824-5210.
Bend: Occasionally
Squat: Occasionally
Crawl: Not Applicable
Climb: Not Applicable
Kneel: Occasionally
Handle Objects: Frequently
Push/Pull: Occasionally
Reach Above Shoulder Level: Occasionally
Sit: Frequently
Stand: Frequently
Walk: Frequently
Use Fine Finger Movements: Frequently
Carry/Lift Loads up to 25 Pounds: Occasionally
Carry/Lift loads between 25-50 lbs: Occasionally
Carry/Lift Loads over 50 Pounds: Not Applicable
Read/Comprehend: Constantly
Write: Constantly
Perform Calculations: Constantly
Communicate Orally: Constantly
Reason and Analyze: Constantly
Chemical/Biological Agent: Not Applicable
Construction Activities: Not Applicable
Contact with Water/Liquids: Not Applicable
Drive Motorized Equipment: Occasionally
Confined Spaces: Not Applicable
Elevated Work Location: Not Applicable
Radioactive Materials: Not Applicable
Temperature Variations: Not Applicable
Gas System: Not Applicable
