PBX Operator job description template
If you are hiring for this role, start here. This free template is our detailed definition of the position, with everything you need to find and hire the right person. Copy it, add your own requirements, and post it.
What is a PBX Operator?
The main responsibilities of PBX Operators include answering and forwarding incoming calls to appropriate individuals within the company, transferring internal calls between departments and staff members, and recording and relaying messages from callers.
PBX Operators create, update, and distribute call directories to all departments and individuals, keep accurate records of incoming and outgoing calls, answer basic questions to callers, and arrange and confirm scheduled and conference calls.
They may also be responsible for performing administrative duties, such as copying, scanning, and faxing, reporting any issues to the upper management, and performing routine maintenance of PBX equipment.
The top PBX Operator skills.
Five things separate a strong hire from a résumé that reads well. Use these as your scorecard criteria.
The job description, ready to post.
Copy it as written, or edit it until it sounds like your company. Both work.
Our company is seeking a PBX Operator to join our team. In this position, you will be responsible for answering and forwarding incoming calls to appropriate individuals and departments, conveying written and verbal messages accurately, and creating, updating, and distributing call directories to all departments. Your job will also involve providing basic information to callers and answering their questions professionally.
In addition, you will perform basic maintenance of PBX equipment, troubleshoot minor technical issues, and report other issues to the upper management. Also, you will be responsible for keeping accurate records of incoming and outgoing calls, assisting with administrative duties, supporting email and instant messaging services, and arranging scheduled and conference calls.
As a PBX Operator, you should have excellent communication, customer service, problem-solving, attention to detail, and technical skills.
Duties and responsibilities
- Answer and forward incoming calls to appropriate individuals
- Create and distribute call directories to all departments
- Collect and convey written and verbal messages timely and accurately
- Perform routine maintenance and repairs of the PBX equipment
- Keep accurate records of incoming and outgoing calls
- Provide basic information to callers about the company, working hours, services offered, etc
- Transfer internal calls between departments and staff members
- Assist with administrative duties, such as copying, scanning, faxing, etc
- Support email and instant messaging services
- Detect and report any issues to the upper management
- Arrange and confirm scheduled and conference calls
- Record messages from callers and transfer them to the appropriate recipients
- Assist with setting up user accounts in the PBX systems
Requirements
- High school diploma or GED
- Associate’s degree in telecommunications, office administration, or a similar field is an advantage
- Prior working experience as a PBX Operator or a related role
- Proficiency with PBX and other communication systems and equipment
- Professional telephone etiquette and communication skills
- Outstanding customer service skills
- Strong problem-solving
- Attention to detail
Take the template with you
Copy it straight into your job board or ATS, or have it emailed to you with the interview questions for this role.
What education this role needs.
There are no specific educational requirements for PBX Operators, except for a high school diploma or GED.
However, the majority of employers would consider it an advantage if candidates have relevant coursework or previous working experience in office administration, customer service, or telecommunications.
On the other hand, having strong technical proficiency, communication, and organizational skills are vital for candidates who wish to become PBX Operators.
Sample interview questions for a PBX Operator.
Once you have gathered the applications, work through these in order. Twelve questions across four areas, enough to tell your shortlist apart.
- What are your three strongest personality traits?
- How do you think your close friends would describe you in several words?
- Are there any goals you wish to achieve in the following years?
- Could you tell us about your first employment in this field?
- How do you typically work on improving your skills?
- When will you be available to start working?
- How do you manage to handle a large volume of incoming calls and ensure that each caller receives prompt assistance?
- What steps do you take to ensure the confidentiality of sensitive information?
- How do you ensure that calls and messages are forwarded to appropriate departments or individuals?
- How would you troubleshoot a situation when a caller experiences an issue with call quality?
- Could you describe the process of adding and removing users from the PBX system?
- What steps would you take to secure the PBX system from unauthorized access?
How much to pay when hiring.
Annual pay by percentile. Where you land depends on the size of the cycle they will own, and the 25th percentile is usually where a first analyst hire sits.
Hourly equivalents run from $10 at the 10th percentile to $25 at the 90th.
Candidates may apply under a different name.
Post the title your industry uses and keep the rest of the description. These three roles overlap enough that the same posting usually reaches all of them.
Three titles, one description.
Search behavior varies by industry, so the same job is advertised under several names. If you are unsure which one your candidates search for, run two titles and see which fills.
Front Desk Clerk
Switchboard Operator
Office Assistant
Office Assistants generally help office workers and managers in a variety of sectors.
$39,385 medianFrequently asked questions.
What do PBX Operators do?
PBX Operators are responsible for receiving and forwarding incoming calls to appropriate individuals or departments.
They gather and convey written and verbal messages, perform routine maintenance of PBX equipment, provide basic information to callers, and keep records of incoming and outgoing calls.
Who do PBX Operators report to?
PBX Operators usually report to the Office Manager, Communications Manager, or Telecommunications Manager.
Which skills are important for PBX Operators?
PBX Operators should have excellent communication, customer service, technical, attention to detail, and problem-solving skills.
How much do PBX Operators earn annually?
PBX Operators earn between $19,200 and $51,000 per year.
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