Job Role Description

General Office > Switchboard Operator

Salary National Average

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33070.0000 38610.0000 47350.0000

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Short Description:

A Switchboard Operator is responsible for managing incoming and outgoing phone calls, directing them to the appropriate departments or individuals within an organization. They operate a switchboard or multi-line phone system, handle inquiries, and provide basic information to callers. Switchboard Operators also maintain accurate records of calls and may perform additional administrative duties as needed. Strong communication skills, attention to detail, and the ability to manage multiple calls efficiently are essential for success in this role.

Duties / Responsibilities:

  • Answer incoming calls, greet callers, provide information, transfer calls, or take messages as necessary.
  • Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
  • Page individuals to inform them of telephone calls using paging or interoffice communication equipment.
  • Relay or route is written or verbal messages.
  • Place telephone calls or arrange conference calls as instructed.
  • Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.
  • Process incoming or outgoing mail, packages, and deliveries.
  • Record messages, suggesting rewording for clarity or conciseness.
  • Monitor alarm systems to ensure that conditions are maintained and secure.
  • Monitor emergency and code alarms, make announcements, or route emergency calls to the appropriate location.
  • Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts.
  • Answer simple questions about clients' businesses using reference files.
  • Keep records of calls placed and charges incurred.
  • Stamp messages with time and date and file them appropriately.
  • Complete forms for sales orders.
  • Contact security staff members when necessary, using radio-telephones.
  • Perform various cash-handling tasks, such as collecting payments, making bank deposits, or managing petty cash.
  • Place orders, such as for equipment, supplies, or catering for meetings.
  • Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.

Skills / Requirements / Qualifications

  • Speaking: Talking to others to convey information effectively.
  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  • Reading Comprehension: Understanding written sentences and paragraphs in work-related documents.
  • Service Orientation: Actively looking for ways to help people.
  • Writing: Communicating effectively in writing as appropriate for the audience's needs.

Job Zones

  • Education: These occupations usually require a high school diploma.
  • Related Experience: Some previous work-related skills, knowledge, or experience is usually needed. 
  • 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.
  • Job Zone Examples: These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.
  • Specific Vocational Preparation in years: 3 months to 1 year preparation (4.0 to < 6.0)

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