Switchboard Operators and Answering Service

Also called: Answering Service Telephone Operator, CBX Operator, Central Communications Specialist, Combination Operator, Command and Control Specialist

Switchboard Operators and Answering Service

Varies

estimated salary

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".
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Work Activities
  • 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.
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Detailed Work Activities
  • Proofread documents, records, or other files to ensure accuracy.
  • Type documents.
  • Sort mail.
  • Schedule appointments.
  • Execute sales or other financial transactions.
  • Monitor alarm systems.
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Knowledge

Customer and Personal Service
  • 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.
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Skills

Speaking
  • 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.
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Abilities

Oral Comprehension
  • 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.
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Personality

People interested in this work like activities that include ideas, thinking, and figuring things out.
They do well at jobs that need:
  • Achievement/Effort
  • Persistence
  • Initiative
  • Leadership
  • Cooperation
  • Concern for Others
  • Social Orientation
  • Self Control
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Technology

You might use software like this on the job:

Electronic mail software
  • IBM Notes Hot Technology
  • Microsoft Outlook Hot Technology
Enterprise resource planning ERP software
  • SAP Hot Technology
Word processing software
  • Microsoft Word Hot Technology
  • Word processing software
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