Career:
Switchboard Operators, Including Answering Service

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

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What Switchboard Operators, Including Answering Services do:

  • Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
  • Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
  • Route emergency calls appropriately.
  • Relay or route written or verbal messages.
  • Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
  • Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail.
  • Place telephone calls or arrange conference calls as instructed.
  • Contact security staff members when necessary, using radio-telephones.
  • Stamp messages with time and date and file them appropriately.
  • Answer simple questions about clients' businesses, using reference files.
  • Monitor alarm systems to ensure that secure conditions are maintained.
  • Record messages, suggesting rewording for clarity or conciseness.
  • Keep records of calls placed and charges incurred.
  • Complete forms for sales orders.

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What work activities does a Switchboard Operators, Including Answering Service do?

Importance Activities

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.

Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.

Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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.

Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

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

Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.

Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.

Assisting and Caring for Others - Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.

Monitor Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.

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

Judging the Qualities of Things, Services, or People - Assessing the value, importance, or quality of things or people.

Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.

Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
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