Telecommunications operators are tasked with answering and fielding calls, and providing the proper and requested information to these callers. A telecommunications operator will usually work in either a remote or on-site call center of some type. A telecommunications operator must have an excellent and ideally extroverted personality, be able to communicate well, and have a good memory and quick wit. Because the telecommunications operator is tasked with helping customers, they must be able to resolve any problems the customer may face as well.
Typically, telecommunications operators will work on a team of other operators with a set script, although they must be both willing and able to deviate from this script when needed in order to provide the best service possible to the customer. This job is a desk job that does not require much if any physical exertion. Usually, telecommunications operators are hired by larger businesses and more corporate locations.
Sample job description #1
Job summary:
Responsible for the accurate, efficient, and courteous processing of incoming Hospital calls, as well as calls for ABC Company Answering Service contracted clients. Additional responsibilities include timely and accurate processing and paging of hospital codes, monitoring and relaying of various alarms for Plant Operations and Security, as well as Mailroom duties as assigned.
Primary duties:
- Process all calls within the current service level commitment
- Answer and navigate calls with accuracy, efficiency, and courtesy using best customer service tactics and practices
- Record and relay complete and accurate answering service message tickets, verifying all message details including correct spelling of patient name, caller name, and call back number
- Monitor and relay, with efficiency and urgency, designated codes via the code phone and code panels by getting correct information, promptly overhead paging, and documenting for legal and statistical purposes
- Monitor and relay designated internal Plant Operations and Security alarm panels, reporting any alarms to the Engineer on duty or Security Officer according to set procedures
- Performs other duties as assigned
Required for the position:
- High School graduate or equivalent
- Excellent customer service skills
- Excellent telephone skills
- Ability to work in a team setting
- Typing/keyboarding at a minimum of 45 words per minute
Desired for the position:
- High volume PBX, answering service, call center, or medical provider office experience with a demonstrated understanding of these settings
Sample job description #2
Job specific
- Follows New Hire Training and ongoing Star Service Competency programs in accordance with ABC Company policy
- Operates multi-line equipment
- Answers phones in a polite professional manner
- Uses computer to verify identity/room number of guest being called
- Directs calls to appropriate extension
- Records messages/guest requests on appropriate computer screen, forwards messages/requests to respective individuals or departments
- Provides accurate directions to hotel from major inbound locations
- Answers questions regarding hotel functions and facilities
- Transmits messages via computer, two way radio and digital pager
- Receives, processes wake-up calls, room service orders, and guest requests
- Performs wake-up call functions
- Transmits messages via computer and facsimile machine
- Serves as communication hub during Emergency Procedures
- Monitors timelines of Star Service Delivery
- Monitors operation of call accounting equipment to ensure proper application of charges and collection of revenues
- Other duties as assigned
General
- Promotes and applies teamwork skills at all times
- Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
- Is polite, friendly, and helpful to guests, management, and fellow employees
- Executes emergency procedures in accordance with hotel standards
- Complies with required safety regulations and procedures
- Attends appropriate hotel meetings and training sessions
- Maintains cleanliness and excellent condition of equipment and work area
- Complies with hotel standards, policies and rules
- Recycles whenever possible
- Remains current with hotel information and changes
- Complies with hotel uniform and grooming standards
Qualifications
- Education: High School diploma or equivalent
- Experience: One plus year(s) experience as a Telecommunications or customer service coordinator in a high volume hospitality environment
Sample job description #3
Job summary and qualifications
We are currently recruiting for a Telecommunications Operator to join our team! As our Telecommunications Operator, you will operate a switchboard to relay incoming calls, outgoing calls, and pages. We are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply now!
What you will do in this role
- You will answer multiple incoming telephone lines
- You will obtain necessary information and transfers calls to correct extensions
- You will provide information to callers as appropriate
- You will perform overhead paging
- You will monitor all alarms located in PBX and notify appropriate personnel
- You will respond quickly to disaster and emergency situations
- You will assist with the maintenance of directories on-call list
What qualifications you will need
- High school diploma or GED
- Previous PBX experience is desirable
- Experience in customer service position
- Ability to fluently speak and understand English
- Previous experience in hospital setting preferred
- Ability to perform calmly, competently and quickly in emergencies
Average salary and compensation
The average salary for a telecommunications operator is $43,350 in the United States. Position salary will vary depending on the level of experience, education, industry, and geographical location.
| Location | Salary Low | Salary High |
|---|---|---|
| Phoenix, Arizona | $43,100 | $58,350 |
| Los Angeles, California | $48,650 | $65,800 |
| Denver, Colorado | $40,550 | $54,850 |
| Washington, DC | $49,400 | $66,800 |
| Miami, Florida | $40,350 | $54,600 |
| Orlando, Florida | $37,200 | $50,350 |
| Tampa, Florida | $37,600 | $50,850 |
| Atlanta, Georgia | $39,450 | $53,350 |
| Chicago, Illinois | $45,300 | $61,300 |
| Boston, Massachusetts | $49,000 | $66,300 |
| Minneapolis-St. Paul, Minnesota | $39,050 | $52,850 |
| New York City, New York | $51,600 | $69,800 |
| Philadelphia, Pennsylvania | $42,000 | $56,850 |
| Dallas, Texas | $40,900 | $55,350 |
| Houston, Texas | $40,550 | $54,850 |
| Seattle, Washington | $47,150 | $63,800 |
| National Average | $36,850 | $49,850 |
Sample interview questions
- What are the main responsibilities of a telecommunications operator?
- What skills are required to be a successful telecommunications operator?
- What strengths do you bring to this position?
- Why do you like being a telecommunications operator?
- What is the worst thing about the job of a telecommunications operator?
- What training courses or extra education do you think will improve your work performance?
- Do you have any experience working in police departments, fire stations, or EMS services?
- Have you ever worked for agencies that have emergency hotlines?
- What experience do you have using dispatch equipment?
- What people skills do you have that equip you for the job?
- Are you willing to work shifts and holidays?
- Can you name several different types of call centers? What is the difference between them?
- What does customer satisfaction mean to you?
- What would you do if a customer abused you on the phone?
- How do you handle the pressure of high call volumes?
- What is your proficiency on computers?
- How are your communication skills?
- What is the key to success in a call center?
- Do you have experience working in a virtual call center?
- What would you do if a customer was not happy with your answer or solution?