Will “Trouble Operator (Trouble Op)” be Automated?

Core Skills & Abilities

• Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.

• Update directory information.

• Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

• Provide assistance for customers with special billing requests.

• Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

• Promote company products, services, and savings plans when appropriate.

• Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.

• Provide relay service for users who are deaf or hard of hearing.

• Monitor automated systems for placing collect calls and intervene for a callers needing assistance.

• Observe signal lights on switchboards, and dial or press buttons to make connections.

• Interrupt busy lines if an emergency warrants.

• 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.

• Keep records of calls placed and received, and of related toll charges.