CompGeo Salary Survey Benchmark Job Summary and Competencies

Switchboard Operators and Answering Service Operators

The Benchmark Job Description below represents the specific Position Characteristics of the job used in the Salary Survey. Benchmark Job Descriptions should be inspected carefully to review the degree of matching between an organizations' Job and the Salary Survey Benchmark. Matching internal Jobs to Salary Survey Benchmark Jobs should not be done on Job Title alone. A thorough comparison of Salary Survey Benchmark to Internal Job Descriptions is recommended. A good overlap should exist on any comparisons used on critical Job Dimensions and Competencies.
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Switchboard Operators and Answering Service Operators
 
Summary Job Description Tasks
Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages. Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
 
Answer incoming calls, greeting callers, providing information, transferring calls and/or taking messages as necessary.
 
Route emergency calls appropriately.
 
Page individuals to inform them of telephone calls, using paging and interoffice communication equipment.
 
Relay and route written and verbal messages.
 
Place telephone calls or arrange conference calls as instructed.
 
Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail.
 
Monitor alarm systems in order to ensure that secure conditions are maintained.
 
Contact security staff members when necessary, using radio-telephones.
 
Keep records of calls placed and charges incurred.
 
Record messages, suggesting rewording for clarity and conciseness.
 
Stamp messages with time and date, and file them appropriately.
 
Answer simple questions about clients' businesses, using reference files.
 
Complete forms for sales orders.
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Switchboard Operators and Answering Service Operators
 
Important Knowledge Competencies Competency Description
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.
 
Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
 
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.
 
Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Switchboard Operators and Answering Service Operators
 
Important Skill Competencies Competency Description
Active Listening 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 Talking to others to convey information effectively.
 
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
 
Coordination Adjusting actions in relation to others' actions.
 
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
 
Service Orientation Actively looking for ways to help people.
 
Writing Communicating effectively in writing as appropriate for the needs of the audience.
 
Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
 
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
 
Persuasion Persuading others to change their minds or behavior.
 
Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
 
Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.
 
Time Management Managing one's own time and the time of others.
 
Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Switchboard Operators and Answering Service Operators
 
Important Ability Competencies Competency Description
Speech Recognition The ability to identify and understand the speech of another person.
 
Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.
 
Oral Expression The ability to communicate information and ideas in speaking so others will understand.
 
Speech Clarity The ability to speak clearly so others can understand you.
 
Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
 
Written Comprehension The ability to read and understand information and ideas presented in writing.
 
Selective Attention The ability to concentrate on a task over a period of time without being distracted.
 
Written Expression The ability to communicate information and ideas in writing so others will understand.
 
Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.
 
Information Ordering 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).
 
Category Flexibility The ability to generate or use different sets of rules for combining or grouping things in different ways.
 
Near Vision The ability to see details at close range (within a few feet of the observer).
 
Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
 
Perceptual Speed The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object.
 
Time Sharing The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).
 
Finger Dexterity The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Switchboard Operators and Answering Service Operators
 
Prerequisite Qualification Category Education and Experience Level
On-the-Job Training Anything beyond short demonstration, up to and including 1 month
 
Required Level of Education High School Diploma (or GED or High School Equivalence Certificate)
 
On-Site or In-Plant Training Up to and including 1 month
 
On-the-Job Training Over 1 month, up to and including 3 months
 
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Switchboard Operators and Answering Service Operators
 
Alternate Job Title(s)
Administrative Assistant
Answering Service Telephone Operator
CBX Operator
Combination Operator
Command and Control Specialist
Communication Center Operator
Communication Coordinator
Communication Specialist
Complaint Operator
Customer Communications Specialist
Customer Service Representative
Desk Operator
Dispatcher
Exchange Operator
Front Desk Receptionist
Office Assistant
Operator
Operators Teacher
PBX Operator
PBX Operator (Private Branch Exchange Operator)
PBX Teacher
Police District Switchboard Operator
Private Branch Exchange Service Adviser
Receptionist
Registration Clerk
Route Clerk
Secretary
Switchboard Operator
Switchboard Receptionist
Switching Clerk
Tandem Operator
Telecommunications Clerk
Telecommunications Operator
Telecommunicator
Telegraph Office Telephone Clerk
Telephone Answering Service Operator
Telephone Operator
Telephone Switchboard Operator
Test Operator
Through Operator
Traffic Observer
Traffic Operator
 
CompGeo Occupation Group: Clerical/Secretarial
Job Family: Clerical
Benchmark Title: Switchboard Operators and Answering Service Operators
 
 
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