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"Telephone Operator"

Job Description - Part 1

Basic Job Description:

Provide information by accessing alphabetical and geographical 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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Duties / Tasks	Activities	Skills	Abilities	Knowledge / Experience

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Job Duties and Tasks for: "Telephone Operator"

1) Interrupt busy lines if an emergency warrants.

2) Keep records of calls placed and received, and of related toll charges.

3) Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

4) Monitor automated systems for placing collect calls and intervene for a callers needing assistance.

5) Observe signal lights on switchboards, and dial or press buttons to make connections.

6) Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

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7) 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.

8) Provide relay service for hearing-impaired users.

9) Set up conference calls in different locations and time zones.

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10) Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.

11) Calculate and quote charges for services such as long-distance connections.

12) Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.

13) Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.

14) Promote company products, services, and savings plans when appropriate.

15) Provide assistance for customers with special billing requests.

16) Record messages to be used on telephone systems.

17) Update directory information.

18) Insert tickets in calculagraphs (time-stamping devices) to record times of toll calls.

19) Perform clerical duties such as typing, proofreading, and sorting mail.