Switchboard Operators, Including Answering Service

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Also known as:
PBX Operator, Private Branch Exchange Operator, Telephone Answering Service Operator, Telephone Switchboard Operator

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SNAPSHOT

Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.

Leadership	HIGH
Critical decision making	HIGH
Level of responsibilities	LOW
Job challenge and pressure to meet deadlines	HIGH
Dealing and handling conflict	HIGH

Competition for this position	LOW
Communication with others	HIGH
Work closely with team members, clients etc.	HIGH
Comfort of the work setting	HIGH
Exposure to extreme environmental conditions	LOW
Exposure to job hazards	LOW
Physical demands	LOW

Daily tasks

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.

Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.

Place telephone calls or arrange conference calls as instructed.

Relay or route written or verbal messages.

Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.

Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.

Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.

MAIN 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.

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.

Documenting/Recording Information	Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

Processing Information	Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

AREAS OF 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.

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.

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.

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.

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.

TOP 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.

Writing	Communicating effectively in writing as appropriate for the needs of the audience.

Service Orientation	Actively looking for ways to help people.

Reading Comprehension	Understanding written sentences and paragraphs in work related documents.

Coordination	Adjusting actions in relation to others' actions.

Judgment and Decision Making	Considering the relative costs and benefits of potential actions to choose the most appropriate one.