Responsible for answering the phone, greeting callers, establishing reason for calling, and resolving issue by contacting appropriate person that can help the customer.

Tasks:

1. Answers and routes incoming calls on a complex digital telephone system.
2. Performs database retrieval for directory information.
3. Provides information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc.
4. Assists callers in identifying needs and then routing calls appropriately.
5. Answers questions and provides some training for new operators, on-call substitutes or student help.
6. Keeps computer skills current by attending training on new equipment and learning new or modified procedures.

Key skills for Telephone Answering Service Operator:

• Good hearing and a clear telephone voice
• A confident and polite telephone manner
• The ability to work quickly and accurately under pressure
• Basic computer and keyboard skills
• Excellent customer care skills
• The ability to deal with difficult calls in a calm and professional manner
• An awareness of confidentiality issues
• Good time-keeping and reliability

Average salary (2014):

The United Kingdom: £12,000 per year
The United States of America: $26,000 per year
Australia: AU$18.17 per hour

Qualifications and training required:

High school diploma or equivalent. Must speak, read, write, and understand the primary language used in the workplace.