Job Brief
As a 411 Directory Assistance Operator, you will provide essential information to customers by accessing various directories, including alphabetical and geographical listings. You will assist callers with inquiries, special billing requests, and handle emergency situations while maintaining a high level of customer service. This role requires strong communication skills and the ability to effectively manage diverse caller needs, ensuring accurate and timely assistance.
Responsibilities
- Respond promptly to customer inquiries, providing accurate directory information and assistance.
- Access and navigate alphabetical, geographical, and other directories to deliver requested information.
- Assist customers with special billing requests, including third-party charges and credits for misdialed calls.
- Handle emergency calls with professionalism and urgency, ensuring proper guidance is provided.
- Support callers with specific needs, including children and individuals with physical disabilities, to facilitate their communication.
- Maintain detailed records of calls, inquiries, and resolutions for quality assurance and reporting purposes.
- Stay updated on directory assistance protocols and billing procedures to enhance service delivery.
- Collaborate with team members to improve customer service processes and address frequently asked questions.
Requirements
- High school diploma or equivalent; additional education in customer service is a plus.
- Proven experience in a customer service role, preferably in a call center or directory assistance environment.
- Excellent verbal communication and active listening skills.
- Ability to work efficiently in a fast-paced environment while managing multiple calls.
- Familiarity with telephone systems and directory assistance software.
- Strong problem-solving skills and ability to handle sensitive situations with tact.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Similar Job Titles
- Directory Assistance Agent
- Information Operator
- Phone Operator
- Customer Service Representative
- Call Center Operator
- Telecommunication Operator
- Assistance Operator
- Customer Care Agent