Description
Assist callers encountering changed or disconnected numbers by providing updated contact information, completing referral connections, and explaining dialing changes. Access change-number and directory databases, update intercept records, handle special billing for operator-assisted calls, and follow privacy and emergency protocols.
- • Connect callers to the new number upon request by dialing and completing the call.
- • Answer intercept and change-number inquiries and inform callers of new numbers or service status.
- • Search change-number and directory systems using names, addresses, and alternate details to locate updated listings.
- • Suggest and verify alternate spellings, locations, or listing formats to find the correct party.
- • Explain area code changes, prefix updates, and dialing instructions related to number changes.
- • Process requests for temporary or permanent change-number referrals and recorded announcements.
- • Update and correct change-number and directory records; report discrepancies for correction.
- • Handle special billing for operator-assisted referrals, third-party charges, and credits for misdirected calls.
- • Monitor automated intercept systems and intervene when callers need assistance.
- • Provide special assistance to callers who are unable to dial or who have disabilities.
- • Escalate misdirected emergency calls and follow emergency assistance procedures.
- • Keep records of calls handled, connections completed, and related toll or service charges.
- • Perform clerical duties such as typing, proofreading, and filing service forms.
- • Inform customers about options like call forwarding or voicemail to manage calls during number changes.
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Public Service & Safety
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
