The PBX Operator is responsible for incoming calls and transferring calls to other individuals. The crucial roles of the PBX Operator jobs are to route calls, transfer information, and handle the administrative duties. The operators mainly work in the office environment, and they should have excellent communication skills. They must also have strong telephone experience and showcase customer service skills.
The telephone operator takes care of the private branch exchange switchboard and receives incoming calls. The professional also makes new connections for long distance and takes and transmits messages. They perform various tasks such as typing, checking and recording information. It is the responsibility of the PBX Operator to compile information and prepare reports.
The professionals will handle basic questions such as hours of operation, directions. The PBX Operator must know how to use and maintain office equipment such as fax machines and calculator. They should have excellent telephone manners and have to be well-versed with the ins and outs of a multi-line phone system.
The PBX Operator finishes work orders for the engineering department. They have to maintain a record of requests placed by the guests and make sure they are completed. It is the operator who screens, answers and routes all outside and in-house calls. They have to update the telephone directory with a telephone computer system.
The Switchboard Operator will handle the radio system to relay in-house messages and information. They usually open and close DID lines in the conference room and ran necessary reporting for posting calls. The professional also does regular clerical duties such as filing, stuffing envelopes, etc. They have to take care of the front desk computer system as well.
The key responsibilities of the operator differ from organization to organization. The duties typically involve:
Answering phone calls
An operator must answer phones, as they are the ones who will be maintaining the switchboard area. The operators take care of making sure that calls are transferred to the right person. When operating the switchboard, the operator must screen and route calls to the appropriate person. They should also assist in finding the correct person the caller is looking for, especially if they are not sure who to talk to.
Make Emergency Calls
The professional must be well-versed in emergency procedures. They should be able to handle any dangerous or threatening situations quickly and smoothly. If the operator finds anything suspicious, they should immediately inform management or security.
The operators must take all the essential information from the callers. This way they will be able to direct the call to the right person. Getting the caller to answer all the operator’s questions is critical. The operator should also be prepared to take messages if the concerned person is not available to answer the call. Additionally, they must pass on the message to the team members, in case of an emergency.
Resolve Equipment Faults
The operator should have some understanding of the telecommunication equipment. Basic maintenance is also a part of their job. They must be able to do things, such as fixing any issues and making them work again, as quickly as possible.
Execute Administrative Tasks
The other tasks that operators carry out are clerical jobs, such as typing, dealing with faxes, and proofreading. They also assist in handling the duties of the receptionist, like greeting the visitors, logging visitors into the system, and processing deliveries.
A basic high school diploma is what most employers require before hiring. Usually, employers look for candidates with some customer service experience. Proper knowledge of computer skills, data entry, and word processing is a must. The candidate must be familiar with Microsoft and Excel. Most of the employees will learn on-the-job from experienced colleagues.
PBX Operators must communicate well with people both inside and outside of the office. They should have good, excellent communications skills to excel in the field.
The PBX Operator job involves talking to external companies, and customers. It is important to be strong at customer service. They have to deal in a professional and polite manner.
The professional should have a basic understanding of computers. They must be able to use word-processing software to type emails and other administrative messages as well.
They should have the capability to handle multiple calls along with relaying important messages. So, they have to organize properly to ensure smooth flow of work.
Salary & Job Outlook
According to Payscale and confirmed by Indeed.com, the operator earns, on an average, about $12.10 per hour. The Glassdoor salary estimate states that the PBX Operator salary is $31,205 annually in the United States. Employees seem to like their work, and job satisfaction is high. The Bureau of Labor Statistics estimates that the job market is going face a 23 percent reduction by 2020.
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