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TELEPHONE OPERATORS
An Occupation in
 
Occupation Description:
 
  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.
 
Career Video:
  Video Icon  Telephone Operators
  Open-captioning or video transcript included for the hearing impaired. Career videos brought to you by CareerOneStop. Copyright © 2017 All Rights Reserved.
 
Typical Tasks:
 
 
  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
  • Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
  • Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
  • 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 assistance for customers with special billing requests.
  • Calculate and quote charges for services such as long-distance connections.
 
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..
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do..
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems..
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents..
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions..
 
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..
  • 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..
  • 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..
  • Transportation - Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits..
  • 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..
 
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Education & Training:
 
  Short-term on-the-job training (short demonstration up to one month)
 
Wage Information:
 
 
Region Average Annual Average Hourly Entry Level (hourly) Mid-Range  (hourly)
Statewide $39,239.00 $18.87 $21.15 $15.27 - $27.12
Hartford $42,609.00 $20.49 $22.52 $16.37 - $28.08
      
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Occupation Outlook:
 
  Sorry, outlook information is not available for this occupation.
 
Similar Occupations:
 
 
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