Communications Attendant 26-39

Illinois Attorney General•Chicago, IL

18d•Onsite

About The Position

The Communications Attendant maintains and enhances agency communications by responding to and directing customer inquiries, greeting and directing visitors, providing information, and assisting internal and external customers. The position handles incoming and outgoing telephone calls, routes callers to appropriate agency resources, works to resolve questions without unnecessary transfers, and handles emergency situations. The role gathers and records information for referrals, updates referral lists and telephone numbers, and keeps current on agency functions. It welcomes and directs visitors, maintains a visitor log, ensures visitors meet with the appropriate staff, responds to requests according to standard practices, and accepts packages and mail. The Communications Attendant also performs clerical and mail-routing tasks, including opening, stamping, and forwarding mail; assisting with mass mailings; duplicating documents; typing lists and envelopes; and other routing assistance. The position contributes to team efforts through cooperative and collaborative work. In-office attendance is required, and attendance is an essential function of the position.

Requirements

Knowledge, skill, and mental development equivalent to completion of four years of high school and one year of general clerical experience, or an equivalent combination of training and experience.
Working knowledge of switchboard operations and procedures.
Working knowledge of telephone etiquette and public relations.
Clear diction and the ability to interact tactfully with people in difficult situations.
Ability to remain calm in an emergency or crisis situation.
Ability to work rapidly and accurately in a repetitive environment.
Attendance is an essential function of the position.

Responsibilities

Respond to and direct customer inquiries, greet and direct visitors, and provide information to internal and external customers.
Place and receive telephone calls and direct callers to the appropriate party using knowledge of agency functions.
Facilitate accurate resolution of caller and visitor questions while avoiding unnecessary call transfers.
Handle emergency situations.
Gather information by placing calls and recording responses for future call referrals.
Update referral lists and telephone numbers and keep abreast of agency functions.
Determine appropriate resources or responses for visitors, maintain a visitor log, and ensure the responding party meets with each visitor.
Determine the nature of information requests and refer them appropriately according to standard practice.
Accept packages and mail.
Open, stamp, and forward mail; assist with mass mailings; duplicate documents; type lists and envelopes; and provide other routing clerical assistance.
Contribute to team efforts in a cooperative and collaborative manner.