Switchboard Operators, Including Answering Service

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This occupation is part of the Office and Administrative Support cluster

About the Job

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

It is also Called

  • Administrative Assistant
  • Answering Service Telephone Operator
  • CBX Operator
  • Combination Operator
  • Command and Control Specialist
  • Communication Center Operator
  • Communication Coordinator
  • Communication Specialist
  • Complaint Operator
  • Customer Communications Specialist

What They Do

  • 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.
  • Route emergency calls appropriately.
  • 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.
  • Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail.
  • 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.

Interests

People who work in this occupation generally have the interest code: CES.

This means people who work in this occupation generally have Conventional interests, but also prefer Enterprising and Social environments.

Work Values

People who work in this occupation generally prize Relationships, but also value Support and Independence in their jobs.

Things They Need to Know

  • 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.
  • 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.
  • 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.
  • Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Things They Need to Be Able to Do

  • 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.
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
  • Coordination - Adjusting actions in relation to others' actions.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Service Orientation - Actively looking for ways to help people.
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Education Required

These occupations usually require a high school diploma.

Wages

In 2012, the average annual wage in California was $29,700.00 with most people making between $19,550.00 and $43,550.00

Outlook

0.00%
avg. annual growth

During 2010, this occupation employed approximately 16,200 people in California. It is projected that there will be 12,500 employed in 2020.

This occupation will have about 0 openings due to growth and about 310 replacement openings for approximately 310 total annual openings.

Industries that Employ this Occupation

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