Duties and Responsibilities of PBX Operator

PBX Operator job description

PBX operators handle incoming calls and call others within an organization, as well as transmitting messages. This work involves routing calls, carrying out administrative tasks and transferring information. PBX operators usually work in office-based environments, although this role can be performed in hospitals or similar environments. This can be a full-time job or part-time job and a lot of common work depends on working hours. Applicants seeking a job as a PBX operator must have excellent communication with strong telephone experience and demonstrable customer support skills.

Duties and responsibilities of the PBX operator

The organizations they operate decide the activities operated by a PBX operator. Based on the job advertisements we analyzed, PBX operator tasks generally relate to:

Answer the phone

As the PBX area maintenance manager, the main task of the PBX operators is to answer the phones. They ensure that all calls are handled politely and quickly and that callers are transferred to the right person or helped to find an appropriate person if they are not sure who to talk to. Switchboard operation means filtering calls, forwarding them to the right person and transferring messages.

Make emergency calls

As the company's first point of contact, PBX operators have information on emergency procedures and know how to deal safely or by threatening dangerous situations. If someone threatens the organization, by phone or in person, PBX operators are required to notify senior staff or security.

Transfer information

PBX operators collect basic information from callers to understand who needs to be relayed or to answer questions they may have, such as directions to the office or contact details of individual staff members. For recipients of off-site calls, PBX operators accept messages to be forwarded later or to transmit another member of staff.

Equipment bug fix

PBX operators need basic knowledge of how the telecommunications system works to perform repairs in the event of a failure. The responsibilities of the PBX operator include basic maintenance activities, which means that they must try to resolve any problems to make the operating system as soon as possible.

Execution of administrative tasks

In addition to managing the switchboard, PBX operators perform office tasks such as typing, fax management and proofreading. They also help with the general management of the company's reception area, such as greeting the general public, accessing system visitors and processing deliveries.

Skills and qualifications of PBX operators

PBX operators have good listening and speaking skills, are very well organized and work independently at ease. Employers generally require a high school diploma and previous customer service experience, with the following skills:

Communication skills: PBX operators communicate with people both inside and outside the company and require excellent communication skills

Customer service: this job involves communication with companies, customers or external agencies, therefore it is necessary to manage strong customer service skills to manage these interactions in a professional and courteous way.

Organizational skills: PBX operators handle multiple calls, often in large organizations, as well as putting important messages aside, so organization is critical to ensuring that all tasks are completed on time.

Typing skills: PBX operators should have basic computer skills and the ability to use word processing software to type correspondence, reply to emails and perform administrative tasks

Conflict resolution is often part of a PBX operator, particularly if a person requests a complaint and is angry. PBX operators must remain calm and try to spread the situation while helping the caller.

Education and training for PBX operators

The minimum requirement to become a PBX operator is a high school diploma. Many employers prefer former applicants to experience retail or customer service. Applicants should have some basic computer skills for this position, particularly in relation to data entry and word processing, as well as being familiar with programs such as Microsoft Word and Excel. Most of the essential PBX operator skills are acquired through the practical training of more experienced colleagues.

Salary outlook:

The annual average switchboard operator salary is $ 30,000, according to PayScale. PBX operators in the 10th percentile earn in the region of $ 20,000 per year, while the highest earners earn almost $ 46,000 a year. High-level bonuses in this payment area can reach $ 9,000. Many companies provide health benefits as part of their pay package, and almost 75% of people in this role receive medical coverage.