What Does a Call Center Representative Do?
A call center representative is responsible for managing customer interactions by phone, email, or live chat, serving as the first point of contact for questions, support, or service requests. These professionals handle inbound or outbound calls to assist with orders, account updates, billing inquiries, complaints, and other customer service needs.
Working in a fast-paced environment, call center representatives are expected to provide accurate information, follow company procedures, and maintain a courteous and professional tone. Their goal is to resolve issues efficiently while maintaining a positive customer experience. They often utilize CRM software and call center platforms to document calls, follow scripts, and adhere to service-level agreements (SLAs).
Looking to Hire a Call Center Representative?
Speak with one of our recruiting experts today.
Call Center Representative Core Responsibilities
- Answer incoming calls or make outbound calls to assist customers
- Provide accurate information regarding products, services, or billing
- Record customer interactions in CRM or ticketing systems
- Resolve customer issues or escalate to supervisors when needed
- Follow call center procedures and performance guidelines
- Meet or exceed key metrics such as call handling time and satisfaction scores
- Process transactions, returns, or service orders as requested
- Maintain a professional tone and adhere to company policies
Required Skills and Qualifications
Hard skills
- Proficiency with call center software and phone systems
- Typing speed of 40+ WPM with accurate data entry
- Familiarity with CRM tools such as Salesforce or Zendesk
- Ability to follow scripts and troubleshoot basic issues
Soft skills
- Excellent verbal communication and active listening
- Patience and emotional intelligence under pressure
- Adaptability in a high-volume, high-stress environment
- Dependability and punctuality
Educational requirements
- High school diploma or GED
Certifications
- Not required; customer service training is a plus
Preferred Qualifications
- 6 months to 1 year of customer service or call center experience
- Bilingual fluency (e.g., Spanish/English)
- Experience with live chat or omnichannel communication platforms
- Familiarity with company’s industry (healthcare, finance, tech, etc.)
National Average Salary
Call center representative salaries vary by experience, industry, organization size, and geography. Click below to explore salaries by local market.
The average national salary for a Call Center Representative is:
$35,168
Sample Job Description Templates for Call Center Representatives
Inbound Call Center Representative
Position Overview
An inbound call center representative responds to incoming calls from customers seeking assistance with products, services, billing, or technical support. This role is centered around problem-solving, delivering information, and ensuring customer satisfaction.
Responsibilities
- Answer customer calls promptly and professionally
- Provide accurate information about products or services
- Troubleshoot customer concerns and guide them to solutions
- Document call details and resolutions in CRM systems
- Meet metrics for handle time, resolution rate, and CSAT
Requirements
Hard skills
- Proficiency with inbound phone systems and CRM platforms
- Accurate typing and call documentation skills
Soft skills
- Empathy and customer-focused communication
- Calm under pressure and solution-oriented thinking
Educational requirements
- High school diploma or GED
Certifications
- None required
Preferred Qualifications
- 6+ months of customer support experience
- Familiarity with omnichannel service (email, chat, phone)
Outbound Call Center Representative
Position Overview
An outbound call center representative initiates calls to customers or prospects for purposes such as sales, surveys, appointment reminders, or customer retention. Success in this role requires confidence, product knowledge, and persuasive communication.
Responsibilities
- Place outbound calls using dialer systems or campaign lists
- Follow call scripts to achieve campaign objectives
- Log call outcomes and customer responses
- Upsell or cross-sell products as appropriate
- Track and report lead conversion or engagement metrics
Requirements
Hard skills
- Familiarity with outbound dialer systems and CRM tools
- Accurate data entry and campaign tracking
Soft skills
- Confidence and persuasive communication
- Goal-driven and resilient under rejection
Educational requirements
- High school diploma or GED
Certifications
- Not required
Preferred Qualifications
- Experience in sales, fundraising, or telemarketing
- Familiarity with outbound compliance (TCPA, DNC)
Call Center Representative – Bilingual
Position Overview
A bilingual call center representative communicates with customers in more than one language (typically English and Spanish) to provide support, answer questions, and resolve issues. This role is essential for serving diverse customer bases effectively.
Responsibilities
- Answer inbound or make outbound calls in multiple languages
- Translate product or policy details clearly and accurately
- Document interactions and outcomes in CRM systems
- Help bridge language or cultural gaps during service delivery
- Meet performance standards for quality and accuracy
Requirements
Hard skills
- Fluency in English and a second language (commonly Spanish)
- Typing and CRM platform proficiency
Soft skills
- Cross-cultural communication and clarity
- Strong listening and translation skills
Educational requirements
- High school diploma or GED
Certifications
- None required; interpretation training is a plus
Preferred Qualifications
- Experience serving multilingual customer bases
- Background in translation or interpretation
Remote Call Center Representative
Position Overview
A remote call center representative handles customer inquiries and support tasks from a home-based location. This role requires self-motivation, technical readiness, and secure handling of customer data while maintaining high service standards.
Responsibilities
- Answer or place calls using cloud-based systems
- Provide support and document outcomes in CRM tools
- Communicate with team members through virtual channels
- Maintain secure workspace and adhere to remote protocols
- Meet call center metrics and availability requirements
Requirements
Hard skills
- Experience with remote CRM or VoIP platforms
- Typing accuracy and tech troubleshooting for home setup
Soft skills
- Self-discipline and remote time management
- Clear digital communication skills
Educational requirements
- High school diploma or GED
Certifications
- Not required; remote work or cybersecurity training is helpful
Preferred Qualifications
- Prior experience in remote support roles
- Reliable internet and designated home workspace