- In essence, a CC Rep is all about customer service. In fact, that’s one of the alternate titles for a CC Rep – Customer Service Rep. No matter the industry, the CC Rep is there to provide service to a customer in a friendly and efficient way.
- A CC Rep has to be a multi-tasker because they are often either researching/reading information or documenting case history while talking to a customer at the same time!
- This position is also great for people who like to be challenged to find solutions.
- The low-end compensation of a Call Center Representative is $26k – $28k annually.
- The average salary for a Call Center Representative is $34,887.
- The high-end compensation for a CC Rep is approximately $41,239 yearly but can be significantly greater for specialized roles.
TrendsThere are a few themes that dominate the trends for call centers in general.
- Technology! Industry-specific programs, emails, and navigation, plus trending applications like Artificial Intelligence (AI), chatbots, cloud communications, avatars, etc.
- Customer service! Customers have more and more choices and demand a proactive and comprehensive service. Consequently, there is also an increased need for good technical documentation.
- Working remotely – with the evolution of technology, there are more opportunities for reps to work remotely; sometimes working virtually anywhere in the world. This greatly increases access to jobs for people with a variety of challenges, stay-at-home caregivers, or professionals who need more flexibility.
Career PathDepending on the size of the call center, it’s not uncommon to have a team lead, supervisor, manager, director, and vice president. A rep who has a deep knowledge of the service or product can become a specialist or product manager. A manager or director may have gained sufficient business experience to move into a leadership position in another area of the business.
What Can Set A Candidate Apart?
- Empathy! The best customer service rep is someone who “owns” the customer’s problem and follows it through to resolution.
- Great technical skills and aptitude
- Solid documentation abilities
Common Skills and Proficiencies
- Ability to absorb and manage large amounts of data
- A calm demeanor who doesn’t internalize difficult situations
- Strong command of written and verbal communications
Frequently Required Credentials and Education
- In general, a H.S. diploma or G.E.D is sufficient but an Associate’s degree, technical training or related experience is a plus
- The job outlook for a call center representative is 5% – about average for all occupations
- There should continue to be jobs available for skilled Call Center Reps as technology changes the way customer service is delivered – more phone and computer contact vs. in person.