live chat
Backpack

Welcome,
New User

OhioMeansJobs

Telephone Operators

  PRINT Print

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.

    Work Activities
    • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone 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.
    • Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
    • Provide assistance for customers with special billing requests.
    • Calculate and quote charges for services such as long-distance connections.
    • Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
    • 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.
    • Interrupt busy lines if an emergency warrants.
    • Provide relay service for hearing-impaired users.
    • Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
    • Promote company products, services, and savings plans when appropriate.
    • Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
    • Update directory information.
    • Keep records of calls placed and received, and of related toll charges.
    Skills
    • 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.

    • Speaking

      Talking to others to convey information effectively.

    • Service Orientation

      Actively looking for ways to help people.

    WorkKeys®
    Applied Math
    3
    Workplace Documents
    4
    Graphic Literacy
    4
    Abilities
    • Oral Expression

      The ability to communicate information and ideas in speaking so others will understand.

    • Oral Comprehension

      The ability to listen to and understand information and ideas presented through spoken words and sentences.

    • Speech Clarity

      The ability to speak clearly so others can understand you.

    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.

    Career Video
    Additional videos and more information available on CareerOneStop
    Pay
    • Ohio Annual Salary $28,970/yr
    • Typical Salary
    • Ohio Hourly Wage $13.93/hr
    • Typical Hourly Wage
    Ohio Employment Trends
    • Currently Employed 340
    • Yearly Projected Openings 40
    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
    • Two way radios
    • Special purpose telephones
    • Premise branch exchange PBX systems
    • Phone headsets
    • Digital telephones
    Technology
    • Word processing software
    • Spreadsheet software
    • Operating system software
    • Office suite software
    • Data base user interface and query software