Telephone Operators

What the job really is

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.

At a glance

• Sector: Office & Administrative
• O*NET-SOC code: 43-2021
• O*NET job zone: 2 — some preparation
• Work sample tasks on file: 12
• Tools and technologies listed: 12

What you actually do

Work sample tasks recorded for this occupation:

• 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.
• Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
• Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
• Interrupt busy lines if an emergency warrants.
• Provide assistance for customers with special billing requests.
• Provide relay service for users who are deaf or hard of hearing.

Tools and technology

Microsoft Excel, Microsoft Office software, Microsoft Outlook, Microsoft PowerPoint, Microsoft Windows, Microsoft Word, 10-key calculators, Alarm system monitors, Computer aided dispatch software, Computer laser printers, Copy machines, Electric typewriters

What employers expect you to already be comfortable with.

Where this job leads

Related occupations — the usual moves up and sideways:

• Switchboard Operators, Including Answering Service
• Receptionists and Information Clerks
• Telemarketers
• Office Clerks, General
• Customer Service Representatives
• Telecommunications Equipment Installers and Repairers, Except Line Installers
• Public Safety Telecommunicators
• Dispatchers, Except Police, Fire, and Ambulance

Getting in

O*NET assigns this occupation job zone 2 (some preparation). The related occupations above are the realistic routes in and out.

Find openings

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Check this against the source

O*NET OnLine: Telephone Operators — the authoritative public-domain profile this page is derived from, including the full task list, reported skills and the wage estimates for your region.

Derived and rewritten from the public-domain O*NET database (U.S. Department of Labor / Employment and Training Administration). Figures are observations, not promises — always confirm salary, licensing and visa requirements with the employer and the relevant authority.