Switchboard Operators, Including Answering Service
Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
SOC: 43-2011.00
Common Job Titles
CBX Operator (Computerized Branch Exchange Operator)Communications SpecialistPBX Operator (Private Branch Exchange Operator)Switchboard Operator (SB Operator)
What You'll Need to Succeed
AI-generatedKey competencies for this occupation at a glance
- KnowledgeEvaluate call priority and urgency levels to determine appropriate escalation or immediate response protocols.Proficient
- Hands-onOperate multiline telephone systems and switchboard equipment to route incoming, outgoing, and interoffice calls efficiently in high-volume environments.Developing
- KnowledgeApply customer service protocols and call-handling procedures when managing caller inquiries and requests following organizational standards.Developing
- MindsetEngage with callers demonstrating patience and courtesy while addressing diverse customer needs under time pressure.Developing
- KnowledgeIdentify caller needs and appropriate routing destinations through active listening and questioning techniques in real-time interactions.Developing
- KnowledgeApply organizational directory knowledge and contact information to connect callers accurately with appropriate personnel or departments.Developing
- Hands-onExecute message recording and documentation tasks using computer systems and telecommunications software with attention to detail.Developing
- MindsetRespond to caller emotions and challenging situations with social perceptiveness and professional demeanor to maintain service quality.Developing
- Hands-onPerform simultaneous communication tasks across multiple channels including phone lines, paging systems, and intercom equipment while maintaining accuracy.Developing
- KnowledgeApply administrative procedures for processing information requests following established data privacy and security protocols.Developing
Wage Data According to the Bureau of Labor Statistics
Annual wage data for Switchboard Operators, Including Answering Service (2024)
Estimated Total Employment (U.S.)
35,730
Wage Distribution by Percentile
| Metric | U.S. |
|---|---|
| 10% of workers earn the following or less | $29,820 |
| 10% of workers earn the following or more | $60,940 |
| Workers on average earn | $42,130 |
+ indicates wage is at or above the BLS reporting cap ($239,200/year)
Skills & Requirements
Key competencies for this occupation, ranked by importance
- Customer and Personal Service4.3/5
- English Language3.9/5
- Administrative3.7/5
- Computers and Electronics3.5/5
- Telecommunications3.3/5
Tools & Technology
Equipment and software commonly used in this occupation
In-Demand Technology
Frequently requested by employers in job postings
Microsoft AccessMicrosoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft WindowsMicrosoft WordSAP software
Technology Skills
IBM NotesM-Tech Hotel Service Optimization System HotSOSWord processing software
Tools & Equipment
Alarm system monitorsComputer inkjet printersCopy machinesIntercom equipmentLaser facsimile machinesMobile radiosMultiline telephone systemsPaging systems