Occupation Details
Switchboard Operators, Including Answering Service
Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
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Interests
Social
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Enterprising
Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Conventional
Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Work Values
Relationships
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
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
Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Salary & Job Outlook
Starting Salary
$29,890.00
New York StateMedian Salary
$38,190.00
New York StateExperienced Salary
$44,670.00
New York StateNational Average for Comparison
New York State Job Market Outlook
Jobs Right Now (2018)
2,330
professionals in NYFuture Job Growth (2030)
2,150
+-18 jobs/yearNew Jobs Every Year
229
new opportunities yearlyGrowth Rate
-0.1%
projected increasePreparation: Experience, Training, and Education
The list below outlines the prior educational experience required to perform in this occupation.
Some Training - Certificate or hands-on training
Experience Requirements
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 Requirements
These occupations usually require a high school diploma.
Training Details
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.
Transferrable Skills and Experience
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.
School Programs
School Programs information is not available for this occupation.
Licensing & Certification
State License and Certifications Requirements are not currently associated with this occupation.
Skills
The list below includes the skills required by workers in this occupation; skills are what allow you to learn more quickly and improve your performance.
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.
Service Orientation
Actively looking for ways to help people.
Reading Comprehension
Understanding written sentences and paragraphs in work-related documents.
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.
Skill level is measured on a seven point scale, where one means 'some competence required for this occupation' and seven means 'a high level of expertise required for this occupation'.
Knowledge
The list below includes knowledge items, the principles and facts required by this occupation.
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.
English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Administrative
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
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Knowledge level is measured on a seven point scale, where one means 'some competence required for this occupation' and seven means 'a high level of expertise required for this occupation'.
Work Environment
The list below includes the physical and social factors that influence the nature of work in this occupation.
Hover over or tap each factor to see its description.
Work Styles
Included in the list below are the personal work style characteristics that can affect how well a worker is likely to perform in this occupation.
Adaptability/Flexibility
Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Attention to Detail
Job requires being careful about detail and thorough in completing work tasks.
Concern for Others
Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Cooperation
Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Dependability
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Integrity
Job requires being honest and ethical.
Persistence
Job requires persistence in the face of obstacles.
Self-Control
Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Social Orientation
Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
Stress Tolerance
Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
Tools & Technology
This list below describes the machines, equipment, tools, software, and information technology that workers in this occupation will use.
Tools
- Alarm system monitors
- Computer inkjet printers
- Copy machines
- Intercom equipment
- Laser facsimile machines
- Mobile radios
- Multiline telephone systems
- Paging systems
- Personal computers
- Premise branch exchange PBX equipment
- Public address PA systems
- Radiotelephones
- Telephone headsets
- Telephone switchboards
Technology
- IBM Notes
- Microsoft Access
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Windows
- Microsoft Word
- SAP business and customer relations management software
Duties
Duties are job behaviors describing activities that occur on multiple jobs. The generalized and detailed work activities described in the list below apply to this occupation.
- operate business machines
- arrange teleconference calls
- answer calls using switchboard
- use oral or written communication techniques
- use telephone communication techniques
- transcribe spoken or written information
- take messages
- maintain telephone logs
- ensure correct grammar, punctuation, or spelling
- route multi-line telephone calls
- date stamp messages, mail, or other information
- perform clerical duties including typing, accepting orders, or sorting mail
- use computers to enter, access or retrieve data
- answer customer or public inquiries
Tasks
The list below outlines specific tasks that a worker in this occupation is called upon to do regularly.
- 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.
- Monitor alarm systems to ensure that secure conditions are maintained.
- Contact security staff members when necessary, using radio-telephones.
- 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.
- Place telephone calls or arrange conference calls as instructed.
- Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash.
- 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.
Learning Resources
More information on this occupation may be found in the links provided below.
Communications equipment operators
Visit this link for additional information on this career from the Occupational Outlook Handbook; a publication produced and maintained by the United States Department of Labor.
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