PBX Operator

PBX (private branch exchange) is a centralized communications center within an organization. What does that mean? Those born more than a few decades ago might remember it as a switchboard. Of course, with the advances in technology, there’s no longer a need to plug and unplug each line to create and disable the connection.

Today’s PBX Operator accomplishes the same task through a variety of more advanced techniques. PBX Operators work for specific companies, typically ones large enough to need a centralized switchboard. Each call that comes in is routed through you — the PBX Operator.

It’s your job to determine the caller’s needs so that you can best serve them. Say you work for a resort. After a short exchange with the caller, you might be able to provide an answer yourself. Otherwise, you transfer the call to the reservations, housekeeping, activities, or other department.

For some companies, you might type or write down messages to deliver at a later time. In other positions, you transfer the call to voicemail, or forward it to an offsite location, such as a cell phone or pager. You’re also in charge of setting up conference calls between people in the office and those calling from a remote location.

In addition to outstanding customer service skills and knowledge of modern internet, computer software, and communications products, you also need good typing skills, the ability to multitask, and a desire to work in a fast-paced environment.