Switchboard Operators, Including Answering Service

Career Overview

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

Also Known As

CBX Operator (Computerized Branch Exchange Operator)
Communications Specialist
PBX Operator (Private Branch Exchange Operator)
Switchboard Operator (SB Operator)

Alternate Job Titles

Answering Service Telephone Operator
CBX Operator (Computerized Branch Exchange Operator)
Central Communications Specialist
Combination Operator
Command and Control Specialist
Communication Center Operator
Communications Coordinator
Communications Operator
Communications Specialist
Complaint Operator
Desk Operator
Exchange Operator
Information Specialist
Line Technician
Operator

What You'll Do

In this role, your typical responsibilities include:

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.
Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts.
Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location.
Record messages, suggesting rewording for clarity or conciseness.
Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
Relay or route written or verbal messages.

Knowledge You'll Use

You'll need solid knowledge in these areas:

Customer and Personal Service
English Language
Administrative

Essential Skills

Success in this career requires strong skills in:

Active Listening
Speaking

Key Abilities

This career requires key abilities in:

Oral Comprehension
Oral Expression
Speech Recognition
Speech Clarity
Near Vision
Selective Attention
Information Ordering
Written Expression
Written Comprehension
Inductive Reasoning

Work Style

People who excel in this career typically demonstrate:

Dependability
Cooperation
Social Orientation
Attention to Detail
Self-Control

What Matters in This Career

This career tends to satisfy these work values:

Relationships
Support
Independence
Working Conditions
Achievement

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: Anything beyond short demonstration, up to and including 1 month

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 Access
Microsoft Excel
Microsoft Office software
Microsoft Outlook
Microsoft PowerPoint
Microsoft Windows
Microsoft Word
SAP software

Tools & Equipment

Alarm system monitors
Computer inkjet printers
Copy machines
Intercom equipment
Laser facsimile machines
Mobile radios
Multiline telephone systems
Paging systems
Personal computers
Premise branch exchange PBX equipment
Public address PA systems
Radiotelephones
Telephone headsets
Telephone switchboards
Video surveillance monitors

Work Environment

Telephone Conversations
Contact With Others
E-Mail
Face-to-Face Discussions with Individuals and Within Teams
Frequency of Decision Making

Salary & Job Market

Salary Percentile	Annual Wage
Entry-Level (10th percentile)	$29,820
Median	$38,370
Top Earners (90th percentile)	$60,940

Workers Employed Nationally: 35,730