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Telephone Operators

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.

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    Work Activities

    Work Activities

    • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
    • 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.
    • Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
    • Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
    • 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.
    • Provide relay service for hearing-impaired users.
    • Keep records of calls placed and received, and of related toll charges.
    • 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.
    • Calculate and quote charges for services such as long-distance connections.
    • Perform clerical duties such as typing, proofreading, and sorting mail.
    • Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
    • Provide assistance for customers with special billing requests.
    • Perform clerical duties such as typing, proofreading, and sorting mail.
    • Interrupt busy lines if an emergency warrants.
    • Promote company products, services, and savings plans when appropriate.
    • Update directory information.
    • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

    Skills

    • Persuasion

      Talking people into changing their minds or their behavior.

    • Installation

      Installing equipment, machines, wiring, or computer programs.

    • Programming

      Writing computer programs.

    • Instructing

      Teaching people how to do something.

    • Management of Material Resources

      Managing equipment and materials.

    • Reading Comprehension

      Reading work-related information.

    • Critical Thinking

      Thinking about the pros and cons of different ways to solve a problem.

    • Systems Analysis

      Figuring out how a system should work and how changes in the future will affect it.

    • Operations Monitoring

      Watching gauges, dials, or display screens to make sure a machine is working.

    • Active Listening

      Listening to others, not interrupting, and asking good questions.

    • Science

      Using scientific rules and strategies to solve problems.

    • Repairing

      Repairing machines or systems using the right tools.

    • Technology Design

      Making equipment and technology useful for customers.

    • Troubleshooting

      Figuring out what is causing equipment, machines, wiring, or computer programs to not work.

    • Monitoring

      Keeping track of how well people and/or groups are doing in order to make improvements.

    • Judgment and Decision Making

      Thinking about the pros and cons of different options and picking the best one.

    • Management of Personnel Resources

      Selecting and managing the best workers for a job.

    • Writing

      Writing things for co-workers or customers.

    • Active Learning

      Figuring out how to use new ideas or things.

    • Coordination

      Changing what is done based on other people's actions.

    • Complex Problem Solving

      Noticing a problem and figuring out the best way to solve it.

    • Negotiation

      Bringing people together to solve differences.

    • Operations Analysis

      Figuring out what a product or service needs to be able to do.

    • Management of Financial Resources

      Making spending decisions and keeping track of what is spent.

    • Mathematics

      Using math to solve problems.

    • Social Perceptiveness

      Understanding people's reactions.

    • Service Orientation

      Looking for ways to help people.

    • Speaking

      Talking to others.

    • Learning Strategies

      Using the best training or teaching strategies for learning new things.

    • Quality Control Analysis

      Testing how well a product or service works.

    • Time Management

      Managing your time and the time of other people.

    • Equipment Maintenance

      Planning and doing the basic maintenance on equipment.

    • Systems Evaluation

      Measuring how well a system is working and how to improve it.

    • Equipment Selection

      Deciding what kind of tools and equipment are needed to do a job.

    • Operation and Control

      Using equipment or systems.

    WorkKeys®

    Applied Math
    3
    Workplace Documents
    4
    Graphic Literacy
    4

    Abilities

    • Written Comprehension

      Reading and understanding what is written.

    • Written Expression

      Communicating by writing.

    • Speed of Closure

      Quickly knowing what you are looking at.

    • Flexibility of Closure

      Seeing hidden patterns.

    • Visualization

      Imagining how something will look after it is moved around or changed.

    • Time Sharing

      Doing two or more things at the same time.

    • Speed of Limb Movement

      Quickly moving your arms and legs.

    • Static Strength

      Lifting, pushing, pulling, or carrying.

    • Wrist-Finger Speed

      Making fast, simple, repeated movements of your fingers, hands, and wrists.

    • Glare Sensitivity

      Seeing something even if there is a glare or very bright light.

    • Sound Localization

      Noticing the direction that a sound came from.

    • Gross Body Coordination

      Moving your arms, legs, and mid-section together while your whole body is moving.

    • Control Precision

      Quickly changing the controls of a machine, car, truck or boat.

    • Oral Expression

      Communicating by speaking.

    • Deductive Reasoning

      Using rules to solve problems.

    • Explosive Strength

      Jumping, sprinting, or throwing something.

    • Near Vision

      Seeing details up close.

    • Reaction Time

      Quickly moving your hand, finger, or foot based on a sound, light, picture or other command.

    • Dynamic Flexibility

      Quickly and repeatedly bending, stretching, twisting, or reaching out with your body, arms, and/or legs.

    • Peripheral Vision

      Seeing something to your side when your are looking ahead.

    • Perceptual Speed

      Quickly comparing groups of letters, numbers, pictures, or other things.

    • Selective Attention

      Paying attention to something without being distracted.

    • Arm-Hand Steadiness

      Keeping your arm or hand steady.

    • Number Facility

      Adding, subtracting, multiplying, or dividing.

    • Fluency of Ideas

      Coming up with lots of ideas.

    • Trunk Strength

      Using your lower back and stomach.

    • Response Orientation

      Quickly deciding if you should move your hand, foot, or other body part.

    • Extent Flexibility

      Bending, stretching, twisting, or reaching with your body, arms, and/or legs.

    • Depth Perception

      Deciding which thing is closer or farther away from you, or deciding how far away it is from you.

    • Auditory Attention

      Paying attention to one sound while there are other distracting sounds.

    • Finger Dexterity

      Putting together small parts with your fingers.

    • Manual Dexterity

      Holding or moving items with your hands.

    • Multilimb Coordination

      Using your arms and/or legs together while sitting, standing, or lying down.

    • Information Ordering

      Ordering or arranging things.

    • Category Flexibility

      Grouping things in different ways.

    • Mathematical Reasoning

      Choosing the right type of math to solve a problem.

    • Memorization

      Remembering words, numbers, pictures, or steps.

    • Problem Sensitivity

      Noticing when problems happen.

    • Oral Comprehension

      Listening and understanding what people say.

    • Inductive Reasoning

      Making general rules or coming up with answers from lots of detailed information.

    • Far Vision

      Seeing details that are far away.

    • Rate Control

      Changing when and how fast you move based on how something else is moving.

    • Visual Color Discrimination

      Noticing the difference between colors, including shades and brightness.

    • Night Vision

      Seeing at night or under low light.

    • Spatial Orientation

      Knowing where things are around you.

    • Originality

      Creating new and original ideas.

    • Dynamic Strength

      Exercising for a long time without your muscles getting tired.

    • Stamina

      Exercising for a long time without getting out of breath.

    • Gross Body Equilibrium

      Keeping your balance or staying upright.

    • Hearing Sensitivity

      Telling the difference between sounds.

    • Speech Recognition

      Recognizing spoken words.

    • Speech Clarity

      Speaking clearly.

    Knowledge

    • Mathematics

      Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

    • Chemistry

      Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods.

    • Personnel and Human Resources

      Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

    • Mechanical

      Knowledge of machines and tools, including their designs, uses, repair, and maintenance.

    • Physics

      Knowledge and prediction of physical principles, laws, their interrelationships, and applications to understanding fluid, material, and atmospheric dynamics, and mechanical, electrical, atomic and sub-atomic structures and processes.

    • Economics and Accounting

      Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.

    • Education and Training

      Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

    • English Language

      Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

    • Sociology and Anthropology

      Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures, and their history and origins.

    • Foreign Language

      Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.

    • Philosophy and Theology

      Knowledge of different philosophical systems and religions. This includes their basic principles, values, ethics, ways of thinking, customs, practices, and their impact on human culture.

    • Transportation

      Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.

    • Medicine and Dentistry

      Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.

    • History and Archeology

      Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures.

    • Public Safety and Security

      Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.

    • Communications and Media

      Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.

    • Telecommunications

      Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

    • Law and Government

      Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.

    • Sales and Marketing

      Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

    • Computers and Electronics

      Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

    • Building and Construction

      Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.

    • Therapy and Counseling

      Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.

    • Biology

      Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.

    • Fine Arts

      Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture.

    • Administrative

      Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.

    • Geography

      Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.

    • Psychology

      Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

    • 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.

    • Administration and Management

      Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

    • Food Production

      Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques.

    • Engineering and Technology

      Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

    • Production and Processing

      Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.

    • Design

      Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.

    Career Video

    Additional videos and more information available on CareerOneStop

    Pay

    • Ohio Annual Salary 36390/yr
    • Typical Salary
    • Ohio Hourly Wage 17.49/hr
    • Typical Hourly Wage

    Ohio Employment Trends

    • Currently Employed 270
    • Yearly Projected Openings 30

    Typical Education

    Personality

    Conventional: People interested in this work like activities that include data, detail, and regular routines.They do well at jobs that need:
    • Stress Tolerance
    • Integrity
    • Dependability
    • Adaptability/Flexibility
    • Self Control
    • Attention to Detail

    Tools

    • Alarm systems
    • Desktop calculator
    • Digital telephones
    • Laser fax machine
    • Laser printers
    • Paging controllers
    • Personal computers
    • Phone headsets
    • Photocopiers
    • Premise branch exchange PBX systems
    • Special purpose telephones
    • Two way radios
    • Typewriters

    Technology

    • Electronic mail software
    • Helpdesk or call center software
    • Office suite software
    • Operating system software
    • Presentation software
    • Spreadsheet software
    • Video conferencing software
    • Word processing software

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