Call Center Representative Job Description: Top Duties and Qualifications

Last updated: June 22, 2022

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
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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.

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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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