Description
Provide directory assistance by searching alphabetical, geographical, and other databases to supply phone numbers, addresses, and related information. Offer call completion and handle special billing requests or credits. Assist callers with limited information, accessibility needs, or urgent situations, and update directory records.
- • Answer directory assistance calls and provide accurate phone numbers, addresses, and hours.
- • Search databases using alternate spellings, locations, categories, or landmarks.
- • Confirm area codes, prefixes, ZIP codes, and service coverage for listings.
- • Offer call completion to requested numbers when available.
- • Verify caller intent and disambiguate among similar listings.
- • Assist callers who cannot dial or who have accessibility needs (e.g., TTY/relay).
- • Transfer misrouted or urgent calls to appropriate emergency services.
- • Process and document special billing requests, credits, or refunds for directory assistance or call-completion charges.
- • Update, submit, or flag corrections to directory listings and privacy preferences.
- • Keep accurate logs of calls handled and any related charges or adjustments.
- • Promote self-service options, enhanced listings, or savings plans when appropriate.
- • Use computer-aided search tools, CRM, and scripts to meet service and quality targets.
- • Escalate complex, unlisted, or international requests to specialized resources.
- • Adhere to data privacy, authentication, and regulatory requirements.
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Related Pathways
Public Service & Safety
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Source
Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Sources & Standards:
This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
