AI Assistant for Telephone Operators

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.

Some Preparation Needed

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Core Responsibilities

  • 1Observe signal lights on switchboards, and dial or press buttons to make connections.(Core task)
  • 2Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.(Core task)
  • 3Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.(Core task)
  • 4Update directory information.(Core task)
  • 5Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.(Core task)
  • 6Perform clerical duties such as typing, proofreading, and sorting mail.(Core task)
  • 7Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.(Core task)
  • 8Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
  • 9Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
  • 10Interrupt busy lines if an emergency warrants.

Top Skills Required

Active Listening
Speaking
Service Orientation
Social Perceptiveness
Reading Comprehension
Critical Thinking
Monitoring
Complex Problem Solving
Coordination
Time Management

Knowledge Areas

Customer and Personal ServiceTelecommunicationsAdministrativeEnglish LanguageComputers and ElectronicsAdministration and Management

Technology & Tools Used

In-Demand Technologies

Microsoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft WindowsMicrosoft Word

Other Tools

Computer aided dispatch softwareHandheld computer device softwareOperating system softwareVideo conference softwareWord processing software

Daily Work Activities

Getting Information
Working with Computers
Performing for or Working Directly with the Public
Processing Information
Documenting/Recording Information
Communicating with Supervisors, Peers, or Subordinates
Updating and Using Relevant Knowledge
Interpreting the Meaning of Information for Others

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