Description
Handle operator-assisted long-distance (toll) calls by providing directory and rate information, completing special-billing calls (collect, third-party, calling card, person-to-person), and issuing credits for misdialed or poor-quality connections. May assist with emergency and accessibility calls and coordinate routing across carriers.
- • Answer requests and use toll and directory databases to provide numbers, rates, and routing.
- • Suggest and verify alternate spellings, cities, and listings to locate toll destinations.
- • Complete operator-assisted toll calls, including collect, third-party, calling card, person-to-person, and international.
- • Quote time-and-charges, surcharges, and carrier options; obtain required acceptances.
- • Authenticate calling cards and validate billing options per policy.
- • Provide credits or refunds for misdialed numbers, bad connections, or failed toll completions.
- • Monitor automated collect-call systems and intervene when callers need assistance.
- • Assist callers unable to dial, including children and people with disabilities, in placing toll calls.
- • Interrupt busy lines for verified emergencies and coordinate with emergency services as needed.
- • Operate OSPS/console or switchboard systems to route calls over toll trunks and complete connections.
- • Maintain detailed toll tickets and call records, including durations, destinations, and charges.
- • Update directory entries and routing information or report discrepancies.
- • Promote long-distance plans and operator services when appropriate.
- • Handle toll assistance and billing exceptions for payphones and hotel/motel PBX lines.
- • Apply fraud prevention procedures and escalate suspected abuse or unauthorized use.
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Public Service & Safety
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O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
