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Directory assistance operator skills for your resume and career

Updated January 8, 2025

2 min read

Below we've compiled a list of the most critical directory assistance operator skills. We ranked the top skills for directory assistance operators based on the percentage of resumes they appeared on. For example, 38.3% of directory assistance operator resumes contained customer service as a skill. Continue reading to find out what skills a directory assistance operator needs to be successful in the workplace.

15 directory assistance operator skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how directory assistance operators use customer service:

Helped company maintain the highest customer service ratings by utilizing excellent communication skills, listening skills, problem resolution and politeness.
Provided outstanding customer service to customers with emergency situations by effectively listening, finding solutions and escalating to proper authorities.

2. Inbound Calls

Here's how directory assistance operators use inbound calls:

Handled large volume of outbound/inbound calls for alphabetical and geographical listings for residential and business directories.
Provided directory assistance to customers taking inbound calls in a call center environment.

3. Emergency Calls

Here's how directory assistance operators use emergency calls:

Handled and processed emergency calls and retrieved non published numbers for law enforcement agencies/hospitals.
Received non-emergency calls and routed/referred emergency calls to proper authorities.

4. Customer Calls

Here's how directory assistance operators use customer calls:

Answered customer calls for directory listings in North Alabama
Provided incoming customer calls with requested telephone assistance

5. Emergency Situations

Here's how directory assistance operators use emergency situations:

Handled emergency situations according to company procedures.
Offered special assistance to people who were unable to dial or who were in emergency situations.

6. Customer Inquiries

Here's how directory assistance operators use customer inquiries:

Responded to customer inquiries for telephone contact information through the use of computerized alphabetic and geographic directories.
Provided accurate and appropriate telephone numbers/addresses of residential or business listings in response to customer inquiries.

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7. Customer Complaints

Here's how directory assistance operators use customer complaints:

Provided additional assistance to customers as a supervisor (resolved and reported customer complaints/commendations).
Performed corrective actions to database discrepancies which resulted in dramatic decreases to customer complaints.

8. Restaurant Reservations

Here's how directory assistance operators use restaurant reservations:

Provided directions, category searches and restaurant reservations as requested using companies enhanced services.
Assisted cell phone customers with locating telephone numbers, directions, restaurant reservations, and weather information.

9. Switchboards

Here's how directory assistance operators use switchboards:

Worked the directory assistance switchboard to provide telephone number and address information to customers within the Greater Indianapolis and Surrounding Area
Worked as a switchboard operator, received several commendations for courtesy and helpfulness.

10. Telephone Calls

Telephone calls are a communication means through which a caller is connected to the called party. The call is done through a telecommunications device called a telephone. The caller can use a landline, mobile phone, or satellite phone to make the call.

Here's how directory assistance operators use telephone calls:

Assisted customers with connection problems such as verifying any line problems, emergency call interruptions and crediting unconnected public telephone calls
Answered telephone calls and providing information with prompt responses to all calls with expediency and proficiency.

11. Computer System

Here's how directory assistance operators use computer system:

Input detailed information into computer system to retrieve requested listing and supplied accurate information to caller.
Utilized internal computer system to provide MCI customers with demographic information.

12. Computer Database

A database or a computer database is a cluster of structured information stored in an electronic archive. This electronic data is administered through a database management system (DBMS), both (data and DBMS) of which are collectively referred to as a database system. The data is normally portrayed in the form of rows and columns for easy organization, management, alteration, and access. The organization of data in computer database enables users to write and query data efficiently.

Here's how directory assistance operators use computer database:

Assisted customers by using a telephone and computer database for directory assistance requests.
Referred to alphabetical computer database to answer questions and provided accurate telephone information.

13. Call Handling

Here's how directory assistance operators use call handling:

Utilized appropriate search parameters, maintained and adherence level of 98% and a call handling time of 37-40 seconds.
Introduced new call handling guidelines, improving C-Sat from 3.5 to 4+ on a 5 point scale.

14. Quality Customer Service

Here's how directory assistance operators use quality customer service:

Handle all incoming calls in timely manner Effectively communicate with client Provide consistent, high quality customer service and accurate information

15. Customer Request

Here's how directory assistance operators use customer request:

Listened to customer requests and provided detailed listing information by accessing and locating information from databases.
Located customer requested directory information in less than three minutes, exceeding departmental standard.

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List of directory assistance operator skills to add to your resume

The most important skills for a directory assistance operator resume and required skills for a directory assistance operator to have include:

Customer Service
Inbound Calls
Emergency Calls
Customer Calls
Emergency Situations
Customer Inquiries
Customer Complaints
Restaurant Reservations

Switchboards
Telephone Calls
Computer System
Computer Database
Call Handling
Quality Customer Service
Customer Request
Quality Standards

Headphones
Customer Issues
PBX
Emergency Services
Nextel
International Calls
Telephone Switchboard

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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