Job Brief
The Long Distance Operator is responsible for facilitating long-distance telephone communications by providing assistance to customers in making calls, troubleshooting issues, and managing special billing requests. This role requires excellent communication skills, attention to detail, and the ability to navigate directories efficiently. The ideal candidate will possess prior experience in telecommunications or customer service and demonstrate a commitment to delivering exceptional support to all callers, including those with special needs.
Responsibilities
- Assist customers in placing long-distance calls by accessing alphabetical, geographical, and other directories.
- Manage special billing requests, including charges to third parties and processing credits or refunds for incorrectly dialed numbers or bad connections.
- Handle emergency calls with professionalism and sensitivity, ensuring timely assistance for all callers.
- Support customers with physical disabilities or children in making telephone calls, ensuring accessibility and understanding of their needs.
- Provide clear and accurate information regarding calling options, rates, and procedures.
- Document all customer interactions and maintain accurate records of calls serviced and billing adjustments made.
- Collaborate with team members to enhance service delivery and improve operational efficiencies.
- Stay updated on telecommunications technology, policies, and customer service best practices.
Requirements
- Proven experience in telecommunications, customer service, or a related field.
- Strong verbal and written communication skills, with a focus on customer satisfaction.
- Ability to navigate various directories and databases efficiently.
- Familiarity with billing processes and handling customer inquiries related to charges and refunds.
- Empathy and patience when assisting customers, especially those with disabilities or special needs.
- Detail-oriented with strong organizational skills to manage multiple calls and requests simultaneously.
- Proficient in using telecommunications software and technology.
- High school diploma or equivalent; additional certifications in telecommunications or customer service are a plus.
Similar Job Titles
- Telecommunications Operator
- Customer Service Representative
- Long-Distance Telephone Operator
- Call Center Agent
- Telephone Service Representative
- Operator Services Specialist
- Call Processing Operator
- Communications Assistant
