A telephone operator is required to screen incoming calls and direct inbound calls to the appropriate person or department. They are required to announce any incoming visitors to the office and provide identification badges that allow them to enter the location that the person is visiting. The operator will be required to maintain a the names of visitors and what times they entered and left the building. Depending on the office, they may be required to take and log dropped-off mail or deliveries.
The telephone operator will have to be compliant with privacy acts and practice proper business ethics, as they may be responsible for consumers' or patients' files and financial information. The operator will report to the building supervisor. The operator is responsible for making any necessary emergency calls to paramedics or police.
This position requires a high school diploma, but an associate's degree is preferred. Knowledge of the business being assisted is a plus. The operator must be able to work a console phone system and understand and utilize customer service skills. The operator may have to occasionally lift weights not exceeding 25 pounds. The telephone operator is required to type more than 25 words per minute and may be required to pass a typing test. This position requires long periods of time sitting. The telephone operator may also be requested to help with other clerical duties, such as data entry or filing.
Telephone Operator Tasks
Answer calls, provide information and direct calls to appropriate extensions.
Complete clerical and administrative duties.
Triage and transfer calls.
Document calls in database, including escalating important or problematic contacts.