What does a Call Center Representative do?
Call Center Representatives work in a call center setting surrounded by other call center employees answering customers’ questions and referring them to the necessary resources to solve their problems. They usually follow a script with prepared responses based on customer’s questions and replies. After working closely with the customers to resolve their issues, some Call Center Representatives may try to sell additional products that may benefit the customers and may receive additional compensation for this sale.
Most Call Center Representatives are responsible for keeping records of information received in conversations and log it into the call center database.
Call Center Representative skills and qualifications
Call Center Representatives use a variety of soft skills and industry and company knowledge to provide the most comprehensive support they can. These skills and qualifications can include:
- Strong communication, both written and verbal
- Great active listening skills
- Exceptional interpersonal and rapport building skills
- A patient and empathetic attitude
- Strong time management and organizational skills
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Troubleshooting skills, either basic or advanced, depending on the role and industry
- Computer literacy
- Phone skills, including familiarity with complex or multi-line phone systems
- In-depth knowledge of a company’s products and/or services
- Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
- Ability to speak multiple languages, especially those common among callers
Call Center Representative salary expectations
Call Center Representatives make an average of $2,118 per month. Pay rate may depend on the level of education, experience and geographical location.
Call Center Representative education and training requirements
Many candidates have at least a high school diploma or its equivalent, though other candidates may have an in-progress or completed associate or bachelor’s degree. Though a degree in any field may be suitable for a Call Center Representative, those working more specialized industries would benefit from previous education or training in that industry’s discipline, such as in financial, insurance and technology organizations. In these and other Call Center Representative roles, on-the-job training previous to the application or upon hiring may also be suitable.
Call Center Representative experience requirements
For entry-level Call Center Representative positions, previous experience may not be required, but roles in customer service may indicate candidates who have relevant skills. For specialized roles or those with leadership responsibilities, experience in relevant customer service or call center roles may be necessary.
Roles in specialized industries, such as finance and insurance, may require specialized certification or licensure to provide certain information or services to customers. Other candidates may also have previous experience using the company’s services or products, which may help these candidates become experts with more in-depth knowledge.
Job description samples for similar positions
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