TELEPHONE OPERATOR

Job Definition:

Job Description:

• Provide information by accessing alphabetical and geographical 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.

Duties and Tasks:

• 1) Interrupt busy lines if an emergency warrants.
• 2) Keep records of calls placed and received, and of related toll charges.
• 3) Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
• 4) Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
• 5) Observe signal lights on switchboards, and dial or press buttons to make connections.
• 6) Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
• 7) 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.
• 8) Provide relay service for hearing-impaired users.
• 9) Set up conference calls in different locations and time zones.
• 10) Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.
• 11) Calculate and quote charges for services such as long-distance connections.
• 12) Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
• 13) Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
• 14) Promote company products, services, and savings plans when appropriate.
• 15) Provide assistance for customers with special billing requests.
• 16) Record messages to be used on telephone systems.
• 17) Update directory information.
• 18) Insert tickets in calculagraphs (time-stamping devices) to record times of toll calls.
• 19) Perform clerical duties such as typing, proofreading, and sorting mail.

Activities:

• 1) Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• 2) Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• 3) Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• 4) Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
• 5) Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
• 6) Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
• 7) Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
• 8) Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• 9) Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.
• 10) Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.
• 11) Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
• 12) Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
• 13) Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
• 14) Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.
• 15) Developing Objectives and Strategies — Establishing long-range objectives and specifying the strategies and actions to achieve them.

Abilities:

• 1) Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• 2) Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• 3) Speech Clarity — The ability to speak clearly so others can understand you.
• 4) Speech Recognition — The ability to identify and understand the speech of another person.
• 5) Written Comprehension — The ability to read and understand information and ideas presented in writing.

Knowledge:

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.