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Telephone Operators - 43-2021.00

O*NET-SOC 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 of Reported Job Titles

  • Operator
  • Directory Assistance Operator
  • Telephone Operator
  • Customer Service Assistant
  • Information Specialist
  • Long Distance Operator (LD Operator)
  • Telecommunications Operator
  • Toll Operator
  • 411 Directory Assistance Operator
  • Live Source Operator

SOC Occupation Groups

Related Occupations

Tasks

  • Calculate and quote charges for services such as long-distance connections.
  • Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
  • Interrupt busy lines if an emergency warrants.
  • Keep records of calls placed and received, and of related toll charges.
  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
  • Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
  • Observe signal lights on switchboards, and dial or press buttons to make connections.
  • Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
  • Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
  • 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.
  • Perform clerical duties such as typing, proofreading, and sorting mail.
  • Promote company products, services, and savings plans when appropriate.
  • Provide assistance for customers with special billing requests.
  • Provide relay service for hearing-impaired users.
  • Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
  • Update directory information.

Detailed Work Activities

  • Answer telephones to direct calls or provide information.
  • Assist disabled or incapacitated individuals.
  • Assist individuals with paperwork.
  • Calculate costs of goods or services.
  • Discuss account status or activity with customers or patrons.
  • Enter information into databases or software programs.
  • Maintain call records.
  • Operate communications equipment or systems.
  • Promote products, services, or programs.
  • Proofread documents, records, or other files to ensure accuracy.
  • Search files, databases or reference materials to obtain needed information.
  • Sort mail.

Military Crosswalk Titles

No information available.

Apprenticeship Crosswalk Titles

No information available.

DOT Crosswalk Titles

  • Central-Office Operator
  • Directory-Assistance Operator