Description
Handle customer-reported telephone service issues and call completion problems using directories and diagnostic tools to isolate and resolve troubles. Provide busy-line verification/interrupts, emergency assistance, and billing adjustments for failed calls. Coordinate repairs and escalations with network operations while maintaining accurate trouble tickets and records.
- • Receive and assess customer reports of service troubles, failed calls, or poor audio quality.
- • Verify numbers, alternate spellings, locations, or listing formats to resolve misdialed or misrouted calls.
- • Provide special assistance to callers unable to complete calls or in emergency situations.
- • Monitor switch indicators and diagnostic screens; place manual connections or test calls to isolate issues.
- • Operate operator systems to complete, reroute, or restore connections for local, long distance, mobile, and emergency calls.
- • Process billing adjustments and credits related to failed connections, wrong numbers, or bad lines.
- • Monitor automated collect and calling-card systems and intervene for callers needing assistance.
- • Open, update, and close trouble tickets; document symptoms, actions taken, outcomes, and times.
- • Perform busy line verification and emergency line interrupt in accordance with policy.
- • Coordinate with network operations and repair dispatch to escalate outages or line faults.
- • Provide relay assistance or arrange TRS for users who are deaf or hard of hearing reporting trouble.
- • Update directory entries and routing notes when listing errors contribute to call failures.
- • Notify affected parties via paging or alerting systems about outages or service restoration when required.
- • Maintain records of calls, tickets, and related charges or credits; perform associated clerical tasks.
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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
