What Is an Answering Service Operator and How to Become One
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What Does an Answering Service Operator Do?
Answering service operators handle inbound calls for their clients, either through a switchboard or in a call center. As an answering service operator, your job duties include courteously greeting callers, determining the reason for their call, and answering questions or directing their requests to a different department as necessary. Some answering service operators oversee multiple phone lines, so being organized and able to multitask is required. You must also keep a log of the calls in a spreadsheet or database, entering notes and contact information about the call. You sometimes need to take further action, such as contacting a supervisor to resolve difficult situations. Answering service operators may work during regular business hours, or they may receive calls and take messages after-hours.
How Do You Become an Answering Service Operator?
Qualifications for a career as an answering service operator include a high school diploma or GED certificate. Previous customer service experience is desirable, but it doesn’t necessarily have to involve working for an answering service. The most important quality is being comfortable taking calls and dealing with a variety of people. Training is typically on-the-job. Depending on the position, you may need to use other equipment, such as a public address system or intercom. Accurate note-taking is imperative to succeed as an answering service operator. Excellent communication skills are vital too, as you are the first direct contact individuals have with a business or organization.
