Provides information by accessing alphabetical, geographical, or other directories. Assists 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.
This career is part of the Business Management and Administration cluster Administrative Support pathway.
A person in this career:
- Listens to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Suggests and checks alternate spellings, locations, or listing formats to customers lacking details or complete information.
- Offers special assistance to persons such as those who are unable to dial or who are in emergency situations.
- Observes signal lights on switchboards, and dials or presses buttons to make connections.
- Operates telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
- Provides assistance for customers with special billing requests.
- Calculates and quotes charges for services such as long-distance connections.
- Monitors automated systems for placing collect calls and intervenes for a caller needing assistance.
- Performs clerical duties such as typing, proofreading, and sorting mail.
- Consults charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
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