O*NET Career Intelligence

Telephone Operators

SOC 43-2021.00

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.

Zone 2 Office and Administrative Support

Skills

Knowledge

Job Zone

Green

Top Skills 8

Active Listening

4.0

Speaking

4.0

Service Orientation

3.8

Social Perceptiveness

3.2

Reading Comprehension

3.0

Critical Thinking

3.0

Complex Problem Solving

2.8

Monitoring

2.6

Knowledge Areas 8

Customer and Personal Service

4.6

English Language

4.2

Telecommunications

3.3

Communications and Media

3.1

Clerical

2.8

Transportation

2.4

Education and Training

2.3

Administration and Management

2.3

Key Tasks

1Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

2Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.

3Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

4Observe signal lights on switchboards, and dial or press buttons to make connections.

5Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.

Also Known As

411 Directory Assistance Operator Bilingual Operator Central Office Operator Change Number Operator Charge Operator Communications Operator Customer Service Assistant Customer Service Representative Directory Assistance Operator Directory Operator