Telephone Operator

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.

O*NET reports this occupation under titles such as: 411 Directory Assistance Operator (411 Directory Assistance Op); Directory Assistance Operator (Directory Assistance Op); Information Specialist; Live Source Operator (Live Source Op); Long Distance Operator (LD Operator); PBX Operator (Post Box Exchange Operator); Phone Operator (Telephone Operator); Phone Secretary (Telephone Secretary); TELECOM Op (Telecommunications Operator); Toll Operator (Toll Op)

Tasks

• 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.
• Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
• Update directory information.
• Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
• Perform clerical duties such as typing, proofreading, and sorting mail.
• Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

Knowledge

• Customer and Personal Service
• Telecommunications
• Administrative
• English Language
• Computers and Electronics

Skills

• Active Listening
• Speaking
• Reading Comprehension
• Critical Thinking

Abilities

• Oral Expression
• Oral Comprehension
• Speech Recognition
• Speech Clarity
• Written Comprehension
• Problem Sensitivity
• Selective Attention
• Near Vision