Career Overview
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.
Also Known As
- 411 Directory Assistance Operator (411 Directory Assistance Op)
- Directory Assistance Operator (Directory Assistance Op)
- Phone Operator (Telephone Operator)
- TELECOM Op (Telecommunications Operator)
Alternate Job Titles
- 411 Directory Assistance Operator (411 Directory Assistance Op)
- Central Office Operator (CO Op)
- Change Number Operator (Change Number Op)
- Charge Operator (Charge Op)
- Communications Operator (Communications Op)
- Customer Service Assistant
- Directory Assistance Operator (Directory Assistance Op)
- Directory Operator (Directory Op)
- Emergency Operator (Emergency Op)
- Information Operator (Information Op)
- Information Specialist
- Inward Toll Operator (Inward Toll Op)
- Live Source Operator (Live Source Op)
- Local Operator (Local Op)
- Local Telephone Operator (Local Phone Op)
What You'll Do
In this role, your typical responsibilities include:
- 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.
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Update directory information.
- Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
- Perform clerical duties such as typing, proofreading, and sorting mail.
- Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
Knowledge You'll Use
You'll need solid knowledge in these areas:
- Customer and Personal Service
- Telecommunications
- Administrative
Essential Skills
Success in this career requires strong skills in:
- Active Listening
- Speaking
Key Abilities
This career requires key abilities in:
- Oral Expression
- Oral Comprehension
- Speech Recognition
- Speech Clarity
- Near Vision
- Problem Sensitivity
- Written Comprehension
- Selective Attention
- Deductive Reasoning
- Inductive Reasoning
Work Style
People who excel in this career typically demonstrate:
- Dependability
- Cooperation
- Attention to Detail
- Self-Control
- Social Orientation
What Matters in This Career
This career tends to satisfy these work values:
- Relationships
- Support
- Independence
- Achievement
- Working Conditions
Education & Preparation
Typical Education: High School Diploma - or the equivalent (for example, GED)
Related Work Experience Needed: Over 1 year, up to and including 2 years
On-the-Job Training: Over 1 month, up to and including 3 months
Education Details: Usually requires a high school diploma or GED, though some occupations may not.
Experience Required: Some occupations may need little or no previous experience; others require several months to a year of experience. For example, landscaping and groundskeeping workers might require very little training or previous experience, while agricultural equipment operators can benefit from on-the job training.
Technology You'll Use
Popular Technologies & Software
- Microsoft Excel
- Microsoft Office software
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Windows
- Microsoft Word
Tools & Equipment
- 10-key calculators
- Alarm system monitors
- Computer laser printers
- Copy machines
- Electric typewriters
- Laser facsimile machines
- Mobile radios
- Multiline telephone systems
- Paging systems
- Personal computers
- Premise branch exchange PBX equipment
- Secure voice equipment
- Telephone headsets
- Telephone switchboards
- Voice over internet protocol VoIP systems
Work Environment
- Telephone Conversations
- Contact With Others
- Deal With External Customers or the Public in General
- Work With or Contribute to a Work Group or Team
- Face-to-Face Discussions with Individuals and Within Teams
Salary & Job Market
| Salary Percentile | Annual Wage |
|---|---|
| Entry-Level (10th percentile) | $31,440 |
| Median | $39,130 |
| Top Earners (90th percentile) | $57,510 |
Workers Employed Nationally: 3,950
Related Careers
If you're interested in this career, you might also consider:
Switchboard Operators, Including Answering Service
Education: High School Diploma - or the equivalent (for example, GED)
Median Salary: $38,370
Receptionists and Information Clerks
Education: High School Diploma - or the equivalent (for example, GED)
Median Salary: $37,230
Telemarketers
Education: High School Diploma - or the equivalent (for example, GED)
Median Salary: $34,410
Office Clerks, General
Education: High School Diploma - or the equivalent (for example, GED)
Median Salary: $43,630
Customer Service Representatives
Education: High School Diploma - or the equivalent (for example, GED)
Median Salary: $42,830
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Occupational data sourced from the O*NET OnLine database, developed by the U.S. Department of Labor, Employment and Training Administration. Wage data from the U.S. Bureau of Labor Statistics Occupational Employment and Wage Statistics (OEWS), 2024.