Description
Handle operator-assisted billing for telephone calls, including collect, third-party, person-to-person, and calling-card transactions. Verify and set up chargeable connections, quote rates, and process credits or refunds for misdialed numbers or bad connections. Use directories and billing systems to validate numbers and authorizations, monitor automated collect-call platforms, and assist callers who need dialing help or in emergencies.
- • Receive caller requests and use directories and billing tools to validate numbers and destinations.
- • Authenticate callers and obtain authorization for collect and third-party charges.
- • Quote rates, surcharges, taxes, and payment options for chargeable calls.
- • Set up and connect collect, third-party, person-to-person, and calling-card calls via operator systems.
- • Monitor automated collect-call systems and intervene when assistance or verification is required.
- • Contact called parties to announce calls and secure acceptance of charges before connecting.
- • Process credits and refunds for misdialed numbers, dropped calls, or bad connections.
- • Investigate and resolve billing disputes; document findings and apply adjustments or escalate.
- • Maintain detailed records of calls, authorizations, tolls, and account changes; generate reports.
- • Provide special assistance to callers unable to dial or in emergency situations, including priority handling.
- • Support accessibility needs by coordinating billing for relay or TTY/TDD users when required.
- • Update billing profiles and directory listings used for charge validation.
- • Promote relevant calling plans, payment methods, and cost-saving options when appropriate.
- • Perform clerical and data-entry tasks to ensure accurate and timely posting of charges.
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O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
