Telephone Operators :: Job Description

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Telephone Operators

Careers / Telephone Operators

Summary Description


	Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.

Sample Job Titles

1.	411 Directory Assistance Operator

2.	Bilingual Operator

3.	Central Office Operator

4.	Change Number Operator

5.	Charge Operator

6.	Customer Service Assistant

7.	Customer Service Representative

8.	Directory Assistance Operator

9.	Directory Operator

10.	Emergency Operator

11.	Information Operator

12.	Information Specialist

13.	Inward Toll Operator

14.	Live Source Operator

15.	Local Operator

16.	Local Telephone Operator

17.	Long Distance Billing Operator

18.	Long Distance Operator (LD Operator)

19.	Long Lines Operator

20.	Operator

21.	Rate Quoting Operator

22.	Service Assistant

23.	Telecommunications Operator

24.	Telephone Exchange Operator

25.	Telephone Operator

26.	Toll Operator

27.	Toll Relief Operator

28.	Toll Service Observer

29.	Traffic Administrator

30.	Trouble Operator

Job Tasks

	Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

	Observe signal lights on switchboards, and dial or press buttons to make connections.

	Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.

	Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.

	Provide assistance for customers with special billing requests.

	Calculate and quote charges for services such as long-distance connections.

	Monitor automated systems for placing collect calls and intervene for a callers needing assistance.

	Perform clerical duties such as typing, proofreading, and sorting mail.

	Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.

	Interrupt busy lines if an emergency warrants.

	Provide relay service for hearing-impaired users.

	Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

	Promote company products, services, and savings plans when appropriate.

	Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.

	Update directory information.

	Keep records of calls placed and received, and of related toll charges.

Work Activities

Importance	Work Activity

Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.


		use computers to enter, access or retrieve data

Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.

Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.


		use oral or written communication techniques

		use telephone communication techniques

Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.

Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.


		perform typing or data entry for extended duration

Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.

Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.

Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.

Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.

Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.

Developing Objectives and Strategies — Establishing long-range objectives and specifying the strategies and actions to achieve them.

Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.


		answer calls using switchboard

Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.

Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.


		ensure correct grammar, punctuation, or spelling

Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Estimating the Quantifiable Characteristics of Products, Events, or Information — Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.

Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.


		arrange teleconference calls

Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.


		observe signal light on switchboard

Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.


		answer customer or public inquiries

Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.

Provide Consultation and Advice to Others — Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.

Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.

Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

Nature of the Work


	(Abstract from Career Articles)

	Communications Equipment Operators
	Most communications equipment operators work as switchboard operators or telephone operators for a wide variety of businesses. They may relay incoming, outgoing, and interoffice calls, or assist customers with clerical duties, such as offer directory information, take messages, greet and announce visitors or, in some cases, handle billing requests or emergency calls.

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Before his successful music career, Jon Bon Jovi once worked at Burger King.

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