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Switchboard Operators, Including Answering Service Occupation Detailed Description

Switchboard Operators, Including Answering Service career

General Job Description and Education/Training Levels for Switchboard Operators, Including Answering Service

The main tasks and work activities of Switchboard Operators, Including Answering Service are to operate communications equipment or systems, answer telephones to direct calls or provide information, relay information between personnel, monitor alarm systems. In general, for the Switchboard Operators, Including Answering Service, speaking, active Listening, social Perceptiveness, service Orientation and other 3 skills are required.
Switchboard Operators, Including Answering Service Job Description
EducationThese occupations usually require a high school diploma.
Related ExperienceSome previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Job TrainingEmployees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
ExampleThese occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, and tellers.
The following chart shows the education/training levels for Switchboard Operators, Including Answering Service jobs. 58.66% of Switchboard Operators, Including Answering Service have High School Diploma (or the equivalent) and 0.50% of Switchboard Operators, Including Answering Service have Post-Secondary Certificate.
Less than a High School Diploma
4.03%
High School Diploma (or the equivalent)
58.66%
Post-Secondary Certificate
0.50%
Some College Courses
24.06%
Associate's Degree (or other 2-year degree)
6.45%
Bachelor's Degree and Above
6.30%

Tasks and Work Activities of Switchboard Operators, Including Answering Service

  • Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
  • 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.
  • Relay or route written or verbal messages.
  • Place telephone calls or arrange conference calls as instructed.
  • Monitor alarm systems to ensure that secure conditions are maintained.
  • Contact security staff members when necessary, using radio-telephones.
  • Keep records of calls placed and charges incurred.
  • Record messages, suggesting rewording for clarity or conciseness.
  • Stamp messages with time and date and file them appropriately.
  • Answer simple questions about clients' businesses, using reference files.
  • Complete forms for sales orders.
  • 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.
  • 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.
  • 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.
  • Interacting With ComputersUsing computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Getting InformationObserving, receiving, and otherwise obtaining information from all relevant sources.
  • Communicating with Persons Outside OrganizationCommunicating 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 SubordinatesProviding information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Establishing and Maintaining Interpersonal RelationshipsDeveloping constructive and cooperative working relationships with others, and maintaining them over time.
  • Documenting/Recording InformationEntering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
  • Performing for or Working Directly with the PublicPerforming for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
  • Processing InformationCompiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
  • Identifying Objects, Actions, and EventsIdentifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
  • Monitor Processes, Materials, or SurroundingsMonitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
  • Operate communications equipment or systems.
  • Answer telephones to direct calls or provide information.
  • Relay information between personnel.
  • Monitor alarm systems.
  • Maintain security.
  • Maintain call records.
  • File documents or records.
  • Prepare documentation for contracts, transactions, or regulatory compliance.
  • Type documents.
  • Proofread documents, records, or other files to ensure accuracy.
  • Sort mail.
  • Execute sales or other financial transactions.
  • Schedule appointments.
  • Refer customers to appropriate personnel.
  • Greet customers, patrons, or visitors.
  • Collect deposits, payments or fees.
  • Prepare cash for deposit or disbursement.
  • Order materials, supplies, or equipment.

Skills and Abilities for Switchboard Operators, Including Answering Service

  • SpeakingTalking to others to convey information effectively.
  • Active ListeningGiving 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 PerceptivenessBeing aware of others' reactions and understanding why they react as they do.
  • Service OrientationActively looking for ways to help people.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Oral ComprehensionThe ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Oral ExpressionThe ability to communicate information and ideas in speaking so others will understand.
  • Speech RecognitionThe ability to identify and understand the speech of another person.
  • Speech ClarityThe ability to speak clearly so others can understand you.
  • Near VisionThe ability to see details at close range (within a few feet of the observer).
  • Written ExpressionThe ability to communicate information and ideas in writing so others will understand.
  • Selective AttentionThe ability to concentrate on a task over a period of time without being distracted.
  • Information OrderingThe ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
  • Inductive ReasoningThe ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Deductive ReasoningThe ability to apply general rules to specific problems to produce answers that make sense.
  • Written ComprehensionThe ability to read and understand information and ideas presented in writing.
  • Alarm systemse.g. Alarm system monitors
  • Inkjet printerse.g. Computer inkjet printers
  • Photocopierse.g. Copy machines
  • Intercom systemse.g. Intercom equipment
  • Laser fax machinee.g. Laser facsimile machines
  • Two way radiose.g. Mobile radios
  • Special purpose telephonese.g. Multiline telephone systems
  • Paging controllerse.g. Paging systems
  • Personal computerse.g. Personal computers
  • Premise branch exchange PBX systemse.g. Premise branch exchange PBX equipment
  • Public address systemse.g. Public address PA systems
  • Two way radiose.g. Radiotelephones
  • Phone headsetse.g. Telephone headsets
  • Premise branch exchange PBX systemse.g. Telephone switchboards
  • Video monitorse.g. Video surveillance monitors
  • Customer and Personal ServiceKnowledge 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 LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • TelecommunicationsKnowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
  • ClericalKnowledge 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 ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.