Telephone Operators — Tasks

Task statements

• 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.
• Keep records of calls placed and received, and of related toll charges.
• Promote company products, services, and savings plans when appropriate.