Telephone Operators

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Career Profile

Telephone Operators

What they do

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.

Also Called: 411 Directory Assistance Operator (411 Directory Assistance Op), Directory Assistance Operator (Directory Assistance Op), Information Specialist, Live Source Operator (Live Source Op), Long Distance Operator (LD Operator), PBX Operator (Post Box Exchange Operator), Phone Operator (Telephone Operator), Phone Secretary (Telephone Secretary), TELECOM Op (Telecommunications Operator), Toll Operator (Toll Op), 411 Directory Assistance Operator (411 Directory Assistance Op), Directory Assistance Operator (Directory Assistance Op), Information Specialist, Live Source Operator (Live Source Op), Long Distance Operator (LD Operator), PBX Operator (Post Box Exchange Operator), Phone Operator (Telephone Operator), Phone Secretary (Telephone Secretary), TELECOM Op (Telecommunications Operator), Toll Operator (Toll Op)

OH Employment Data

*State data provided by O*NET & BLS
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$31,990
Starting Salary (2025)
$36,970
Median Salary (2025)
-27.5%
Projected Job Growth
220
OH Employment (2025)

Typical Tasks

Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
Perform clerical duties such as typing, proofreading, and sorting mail.

A day in the life

What kind of work is this?

Conventional
Organized, Procedural Work
Social
Working with people
Enterprising
Business based Work

What personality traits do you need to succeed?

Stress Tolerance
Integrity
Dependability
Adaptability/Flexibility
Self-Control
Attention to Detail

What key skills are needed for this job?

Active Listening
Speaking
Service Orientation
Social Perceptiveness
Reading Comprehension
Critical Thinking

Expected Knowledge

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.
Telecommunications
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

Common Activities

Working with Computers
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with Supervisors, Peers, or Subordinates
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Resolving Conflicts and Negotiating with Others
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Education & Preparation

Some occupations may require additional education, advanced degrees, and years of experience in the field.
Talk to your support team on campus about this career pathway and additional degree information.
Job Zone 2

Some Preparation Needed

Education

These occupations usually require a high school diploma.

Experience

Some previous work-related skill, knowledge, or experience is usually needed.

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.

Typical Education Required

Education a new hire may need

  • High school diploma 84%
  • Less than high school 16%
  • Post-secondary certificate 1%
Source: O*NET Education, Training & Experience data

Related Careers

Switchboard Operators, Including Answering Service
Telemarketers
Customer Service Representatives
Receptionists and Information Clerks
Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel

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*Data on career profiles are based on information supplied by the O*NET Program, sponsored by U.S. Department of Labor, Employment, and Training Administration.