Typical Tasks
Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
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.
Perform clerical duties such as typing, proofreading, and sorting mail.
A day in the life
What kind of work is this?
Conventional
Organized, Procedural Work
Social
Working with people
Enterprising
Business based Work
What personality traits do you need to succeed?
Stress Tolerance
Integrity
Dependability
Adaptability/Flexibility
Self-Control
Attention to Detail
What key skills are needed for this job?
Active Listening
Speaking
Service Orientation
Social Perceptiveness
Reading Comprehension
Critical Thinking
Expected Knowledge
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.
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.
Common Activities
Working with Computers
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with Supervisors, Peers, or Subordinates
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Resolving Conflicts and Negotiating with Others
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
