Also called: Answering Service Telephone Operator, CBX Operator, Central Communications Specialist, Combination Operator, Command and Control Specialist
Switchboard operators operate telephone business systems equipment or switchboards to relay incoming, outgoing and interoffice calls. May supply information to callers and record messages.
Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
Relay or route written or verbal messages.
Place telephone calls or arrange conference calls as instructed.
Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.
Process incoming or outgoing mail, packages, or deliveries.
Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.
Record messages, suggesting rewording for clarity or conciseness.
Monitor alarm systems to ensure that secure conditions are maintained.
Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location.
Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts.
Answer simple questions about clients' businesses, using reference files.
Keep records of calls placed and charges incurred.
Stamp messages with time and date and file them appropriately.
Complete forms for sales orders.
Contact security staff members when necessary, using radio-telephones.
Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash.
Place orders, such as for equipment, supplies, or catering for meetings.
Work Context
Contact With Others — 92% responded "Constant contact with others".
Telephone — 93% responded "Every day".
Deal With External Customers — 87% responded "Extremely important".
Spend Time Sitting — 68% responded "Continually or almost continually".
Frequency of Decision Making — 82% responded "Every day".
Importance of Being Exact or Accurate — 59% responded "Extremely important".
Impact of Decisions on Co-workers or Company Results — 67% responded "Very important results".
Work With Work Group or Team — 58% responded "Extremely important".
Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
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.
English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Telecommunications
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Clerical
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Talking to others to convey information effectively.
Active Listening
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Social Perceptiveness
Being aware of others' reactions and understanding why they react as they do.
Reading Comprehension
Understanding written sentences and paragraphs in work related documents.
Writing
Communicating effectively in writing as appropriate for the needs of the audience.
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Speech Recognition
The ability to identify and understand the speech of another person.
Oral Expression
The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity
The ability to speak clearly so others can understand you.
Near Vision
The ability to see details at close range (within a few feet of the observer).
Written Expression
The ability to communicate information and ideas in writing so others will understand.
Deductive Reasoning
The ability to apply general rules to specific problems to produce answers that make sense.
Information Ordering
The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Selective Attention
The ability to concentrate on a task over a period of time without being distracted.
Written Comprehension
The ability to read and understand information and ideas presented in writing.
Inductive Reasoning
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
