Switchboard Operators, Including Answering Service
Overview
SaveJob Zone Two: Some Preparation Needed
Experience
Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Education
These occupations usually require a high school diploma.
Job Training
Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
Examples
These occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, tellers, and dental laboratory technicians.
Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
Yearly Salary
| High: | $49K |
| Median: | $31K |
| Low: | $22K |
Demand
Core Tasks
- 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.
- Contact security staff members when necessary, using radio-telephones.
- Monitor alarm systems to ensure that secure conditions are maintained.
- 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.
- Complete forms for sales orders.
- Relay or route written or verbal messages.
- Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash.
- Place telephone calls or arrange conference calls as instructed.
- Answer simple questions about clients' businesses, using reference files.
- Stamp messages with time and date and file them appropriately.
- Keep records of calls placed and charges incurred.
- Process incoming or outgoing mail, packages, or deliveries.
- Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.
- Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.
- Place orders, such as for equipment, supplies, or catering for meetings.
Technology Skills
Technology
Example
Hot Technology
Tools Used
Tool
Example
Top 10 Knowledge Required
Customer and Personal Service
87%
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
77%
Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Administrative
74%
Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
Computers and Electronics
70%
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Telecommunications
67%
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Administration and Management
56%
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Communications and Media
55%
Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Personnel and Human Resources
51%
Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
Public Safety and Security
51%
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Mathematics
49%
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Top 10 Skills
Active Listening
80%
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
78%
Talking to others to convey information effectively.
Social Perceptiveness
70%
Being aware of others' reactions and understanding why they react as they do.
Service Orientation
63%
Actively looking for ways to help people.
Coordination
60%
Adjusting actions in relation to others' actions.
Reading Comprehension
60%
Understanding written sentences and paragraphs in work-related documents.
Monitoring
58%
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Critical Thinking
55%
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Time Management
55%
Managing one's own time and the time of others.
Writing
55%
Communicating effectively in writing as appropriate for the needs of the audience.
Top 10 Abilities
Oral Comprehension
83%
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression
83%
The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity
80%
The ability to speak clearly so others can understand you.
Speech Recognition
80%
The ability to identify and understand the speech of another person.
Near Vision
68%
The ability to see details at close range (within a few feet of the observer).
Selective Attention
63%
The ability to concentrate on a task over a period of time without being distracted.
Deductive Reasoning
60%
The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning
60%
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering
60%
The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Written Comprehension
60%
The ability to read and understand information and ideas presented in writing.
Top 10 Work Activities
Getting Information
90%
Observing, receiving, and otherwise obtaining information from all relevant sources.
Identifying Objects, Actions, and Events
84%
Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Communicating with Supervisors, Peers, or Subordinates
81%
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
80%
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Working with Computers
76%
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Performing Administrative Activities
74%
Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Evaluating Information to Determine Compliance with Standards
69%
Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Documenting/Recording Information
65%
Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Processing Information
65%
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Establishing and Maintaining Interpersonal Relationships
63%
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Detailed Work Activities
- Operate communications equipment or systems.
- Answer telephones to direct calls or provide information.
- Refer customers to appropriate personnel.
- Greet customers, patrons, or visitors.
- Monitor alarm systems.
- Operate audio recording equipment.
- Relay information between personnel.
- Prepare cash for deposit or disbursement.
- Collect deposits, payments or fees.
- Sort mail.
- Proofread documents, records, or other files to ensure accuracy.
- Type documents.
- Schedule appointments.
- Execute sales or other financial transactions.
- Maintain security.
- Prepare documentation for contracts, transactions, or regulatory compliance.
- Answer customer questions about goods or services.
- File documents or records.
- Maintain call records.
- Order materials, supplies, or equipment.
Education
Interests
Conventional
86%
Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.
Realistic
52%
Work involves designing, building, or repairing of equipment, materials, or structures, engaging in physical activity, or working outdoors. Realistic occupations are often associated with engineering, mechanics and electronics, construction, woodworking, transportation, machine operation, agriculture, animal services, physical or manual labor, athletics, or protective services.
Enterprising
46%
Work involves managing, negotiating, marketing, or selling, typically in a business setting, or leading or advising people in political and legal situations. Enterprising occupations are often associated with business initiatives, sales, marketing/advertising, finance, management/administration, professional advising, public speaking, politics, or law.
Social
42%
Work involves helping, teaching, advising, assisting, or providing service to others. Social occupations are often associated with social, health care, personal service, teaching/education, or religious activities.
Investigative
20%
Work involves studying and researching non-living objects, living organisms, disease or other forms of impairment, or human behavior. Investigative occupations are often associated with physical, life, medical, or social sciences, and can be found in the fields of humanities, mathematics/statistics, information technology, or health care service.
Artistic
15%
Work involves creating original visual artwork, performances, written works, food, or music for a variety of media, or applying artistic principles to the design of various objects and materials. Artistic occupations are often associated with visual arts, applied arts and design, performing arts, music, creative writing, media, or culinary art.
Work Values
Relationships
81%
Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
Support
67%
Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Independence
58%
Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Working Conditions
46%
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
Achievement
34%
Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Recognition
34%
Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.