Call Center Representative Job Description: Top Duties and Qualifications

A Call Center Representative, or Call Center Agent, takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problems.

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Call Center Representative duties and responsibilities

Call Center Representatives complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’s positive reputation. They often have the following responsibilities:

  • Take customer calls and provide accurate, satisfactory answers to their queries and concerns
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Call clients and customers to inform them about the company’s new products, services and policies
  • Guide callers through troubleshooting, navigating the company site or using the products or services
  • Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
  • Collaborate with other call center professionals to improve customer service
  • Help to train new employees and inform them about the company’s customer management policies

Call Center Representative Job Description Examples:

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Call Center Representative

Seeking Agents to provide services for the leading business-to-business provider of roadside assistance solutions. This client serves customers of client companies with services ranging from directions and fuel resupply to towing and tire changing.

Service Type:

  • Customer Service

    Work Commitment: 15-hours per week or more

    Weekend Requirements:

  • 6 hours serviced on Sat. and/or Sun.

    Schedule Availability:

  • 24/7

    Schedule Structure:

  • Agent Controls Schedule

    Work Location:

  • Fully Remote | Telecommute

    Certification Availability: 4 Weeks; M-F; 4-hours/day

    Benefits: Insurance Options | Paid Training | PTO | Advancement

    Pay Rate:

  • $10.50/hour

    Position Description:

  • Respond to inbound calls for roadside assistance and other service requests from client’s customers and/or client account representatives; provide possible outbound calls to client, client’s customers and/or client account representatives for status and clarification purposes; transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives; conduct outbound coordination to client’s independent service providers, such as tow trucks; conduct possible follow up calls to independent service providers for clarification and/or additional calls for secondary services.

    Remote Office Pre-Qualifications: Must meet or exceed base workstation requirements.

  • Laptop/Desktop

  • Speed: Dual-Core 2.8-GHz | Intel i class or higher

  • Hard Drive: 60 GB usable memory or higher

  • RAM: 4 GB or higher

  • Operating System: Windows 10

    Note: (1)

  • All-in-One Computers, Dual Boot Machines, Netbooks, and Tablets are not qualified. (2)
  • A Desktop/Laptop with a Separate Monitor is recommended.

  • Phone Service Requirement Options

  • Landline

  • VoIP Phone Line | Digital Phone Service

    Note: (1)

  • Cell Phones and Soft Phones such as MagicJack or Vonage are not qualified.

  • Internet Requirements

  • Download Speed: 10 mbps or higher

  • Upload Speed: 3 mbps or higher

    Note: (1) Wireless connections are not allowed for security and quality assurance. A Hard-Wired Connection from Desktop/Laptop to Router/Modem with an Ethernet Cable is required. (2)

  • Satellite, Microwave, and Cellular Hotspot Internet Services are not qualified.

    Job Types: Full-time, Part-time

    Salary: $10.50 /hour

    Experience:

  • Call Center: 1 year (Preferred)

    Work authorization:

  • United States (Required)

    Additional Compensation:

  • Bonuses

    Work Location:

  • Fully Remote

    Benefits:

  • Paid time off

  • Work from home

  • Flexible schedule

    Hours per week:

  • 20-29

  • 30-39

    This Job Is:

  • A job for which people with disabilities are encouraged to Yes
  • ×

    Call Center Representative

    During this time of uncertainty, it is more important than ever to ensure we are conveying safety and compassion for one another. With unemployment at its highest in years, we want to assist with the stress of lost wages.

    Empereon Constar is temporarily moving into the work-at-home spectrum. As the health threat on society decreases, these positions will return to onsite positions. Currently, we are looking for dynamic inbound Customer Care and Tech Support representatives to create a great customer experience.

    Our Customer Care and Tech Support Representatives

  • will accept ownership for effectively solving customer issues, trouble-shooting entry-level technical issues, and keeping customer satisfaction at the core of every decision and behavior.

    Responsibilities

  • Manage inbound calls in a timely manner

  • Assist with entry-level technical support issues

  • Follow call flow “scripts” when handling different topics

  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

  • Build sustainable relationships and engage customers by going the extra mile

    Skills

  • Previous experience in a customer support role

  • Strong phone and verbal communication skills along with active listening

  • Familiarity with CRM systems and practices

  • Customer focus and adaptability to different personality types

  • Ability to multi-task, set priorities and manage time effectively

    Here's what we proudly [website]

  • Competitive hourly base pay + commission

  • Medical, dental, vision, 401K - some extras you'll be pleasantly surprised to hear about

  • Referral Bonus Program - Earn $100 for every referral hired the first month, then $50 every month you and your referral continue to work at Empereon

  • Advancement opportunities - we encourage promoting from within

    Get a jump start on your application @ [website] click "Careers", then "Join our team".

    We will be conducting phone interviews, and we look forward to speaking with you!

    Job Type: Full-time

    Salary: $12.00 /hour

    Experience:

  • Customer care: 1 year (Preferred)

  • call center: 1 year (Preferred)

  • tech support: 1 year (Preferred)

  • Inbound calls: 1 year (Preferred)

  • customer service skills: 1 year (Preferred)

    Education:

  • High school or equivalent (Required)

    Location:

  • Phoenix, AZ 85053 (Required)

    Additional Compensation:

  • Commission

  • Bonuses

    Work Location:

  • Multiple locations

    Benefits:

  • Health insurance

  • Dental insurance

  • Vision insurance

  • Retirement plan

  • Paid time off

  • Work from home

  • Flexible schedule

  • Parental leave

    This Company Describes Its Culture as:

  • Stable -- traditional, stable, strong processes

  • People-oriented -- supportive and fairness-focused

  • Team-oriented -- cooperative and collaborative

    Benefit Conditions:

  • Only full-time employees Temporarily due to Covid-19
  • ×

    Call Center Representative

    Looking to work from the safety & comfort of your home? Join our team today!

    We are looking for Call Center Representatives to work from the comfort of your own home! You will be the liaison between our client and its current and potential customers. By joining our virtual call center, you will receive a fully remote paid training to strengthen your customer service skills to assist our clients!

    We offer:

  • Immediate Openings!

  • Weekly Pay!

  • Weekly Bonus!

  • Medical benefits for full-time employees!

    Qualifications and Skills

    The ideal candidate will need to provide the following:

  • Computer, Mac Book or Chromebook with a USB port

  • High Speed Internet (WiFi works if it meets speed requirements)

  • Cell phone or landline

  • USB Headset

  • Web Cam & Speaker

  • A willingness to learn and a home office or quiet workspace

  • Customer Service/Sales skills helpful, but not necessary!

    Work Happy. Live Happy.

    Text IMCJobs to 313131 or apply online at [website] and schedule your video interview now!

    Job Types: Full-time, Part-time

    Additional Compensation:

  • Bonuses

  • Store Discounts

  • Other forms

    Work Location:

  • Fully Remote

    Benefits:

  • Health insurance

  • Work from Day Night shift
  • 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

    If this Call Center Representative job description template isn’t what you are looking for, see our job description samples for similar roles:

    Frequently asked questions about Call Center Representatives

    What makes a good Call Center Representative?

    An effective Call Center Representative should be great at and willing to listen, as they must regularly listen and emphasize with a customer to show they care about their problems and are working to resolve them. Strong Call Center Representative candidates are also able to handle pressure well, as they may have to handle customers who are frustrated and discouraged about a product. It’s important for Call Center Representatives to have positive attitudes to make customers feel better by the end of the conversation. 

    Who does a Call Center Representative report to?

    Call Center Representatives report to Call Center Managers, who oversees the team of representatives. Call Center Managers hire and train call center employees. If customers have any complaints or comments regarding the Call Center Representative’s performance, the Call Center Manager will address the issue. They also work directly with Call Center Representatives to establish goals, help them overcome challenges at work and find ways for them to increase customer satisfaction and performance metrics. 

    What's the difference between a Call Center Representative and a Customer Service Representative?

    While Call Center and Customer Service Representatives both work to resolve customer issues, they hold a few differences. A Customer Service Representative can work in several different settings resolving customer issues and building relationships with clients. They may work in an office setting answering phones helping customers operate the business’ product or they may meet with customers in person processing clients orders or returns on certain products or services. 

    Call Center Representatives usually work in one location, which is the call center. Their job duties typically focus on answering and making phone calls to resolve customer’s issues, while Customer Service Representatives call have different duties depending on where they work. 

    Do Call Center Representatives have different responsibilities in different industries?

    Call Center Representatives typically hold similar responsibilities of talking with clients and resolving their issues. They’re often expected to know about the product they’re selling and the industry they’re in to properly assist clients and advise them on necessary solutions or resources for their problems. 

    Call Center Representatives who work for a technology service must know how their platform or software works in order to effectively navigate the customer through the software system to fix the technical issue. Call Center Representatives who work for banking and credit card companies are also expected to have some knowledge of the finance industry so they can better understand and address the customers’ issue with their account.

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