Call Center RepresentativeJob Description, Salary, Career Path, and Trends
Call center representatives should enjoy talking with others all day. A call center representative speaks with customers over the phone to answer questions and listens to any concerns they may have with products or services. To succeed in this role, call center representatives must have excellent communication and problem-solving skills.
Call center representatives are customer-focused, detailed oriented, and productive. They understand their company’s policies like the back of their hand because call center representatives are there to educate customers about any questions they may have about the business.
This job opportunity is wonderful for anyone looking to go into sales since call center representatives are responsible for making sales and recommendations for products and services that will better accommodate the customer. Call center representatives are trained to understand their customers and how to be active listeners.
Sample job description
Without excellent call center representatives, our customers would not be able to receive the information they are seeking or reach the proper department. We rely on effective communicators to initiate, carry out, and end phone conversations with outstanding customer service. [Your Company Name] is looking for someone who enjoys working in a fast-paced environment where they are responsible for their own work. We are looking for someone who can create a positive relationship with the customer during the phone call and keep up-to-date on industry information and product information. You will need the ability to transfer calls to the appropriate department and monitor the appointment status of customers. We are looking for someone who is always punctual, has a good work ethic, a cool head, and is persistent in order to achieve success.
Typical duties and responsibilities
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
Education and experience
This position requires a high school diploma or GED.
Required skills and qualifications
Excellent interpersonal skills
Strong problem-solving and critical thinking abilities
Excellent computer skills
Ability to manage time with little supervision
Experience in customer service
Average salary and compensation
The average salary for a call center representative is $44,000 in the United States. Position salary will vary based on experience, education, company size, industry, and market.
Los Angeles, California
Minneapolis-St. Paul, Minnesota
New York City, New York
Typical work environment
Typically, a call center representative works in a fast-paced office setting with a desk and a computer. Desks may be separated by cubicles. Call centers are open 24 hours a day so you may be asked to work late nights or weekends as well as deal with frustrated customers. Depending on the company, you may have the option to work remotely.
The work hours for a call center representative are typically from 9 AM to 5 PM, Monday through Friday in an office setting. However, longer or different hours can be necessary, depending on the needs and hours of an individual call center.
Certifications build upon your existing skills and help you become more skilled and qualified to be an excellent call center representative.
Management and Strategy Institute (MSI) Training. This course teaches important skills for those conducting business phone calls. It costs $99 and is self-paced but usually takes about two hours to complete. The course covers topics such as controlling your tone, obtaining information, being emotionally skilled, establishing rapport, rate of speech, responding to angry customers, answering phones, closing conversations, and putting people on hold. Some companies give this course to all of their employees. When you purchase this course, you have access to it for one year.
Call Center Training. This training is available through Customer Service Profiles and empowers call center representatives to learn the components of successful interactions. It builds on your existing skills to help you improve your etiquette, customer service, and engagement during your phone calls. Some topics covered include Best Practices for After-Call-Work (ACW) and Best Practices for Average Handle Time (AHT), and the impact of positive customer interactions.
The career path for a call center representative entails first earning a high school diploma or GED. This path often starts as an entry-level position, but can have opportunities for ongoing advancement, based on experience, performance. Opportunities for advancement can also be sought through earning certifications and completing related courses.
US, Bureau of Labor Statistics’ job outlook
SOC Code: 43-4051
Projected Employment in 2030
Projected 2020-2030 Percentage Shift
Projected 2020-2030 Numeric Shift
There is a real and growing need for staffed call centers, and talented people to staff them.
Call center representatives and call center technology need to work in harmony to give customers the best service and experience, while at the same time maximizing efficiency for the company. Another trend is the growing use of artificial intelligence (AI) technology. Where automated processes were once clunky, AI helps to streamline the flow of inbound calls, getting them to the right call center staff member quicker and easier.
Most important is personal interaction with customers, giving them the best possible experience while listening to them and helping to resolve their issues efficiently.
Sample interview questions
How can you engage with a customer for a positive phone interaction?
What motivates you at work?
What’s your idea of a successful call center?
What do you believe makes quality customer service?
What makes you believe you will make a good call center representative?
What do you think you will enjoy about working at a call center?
Are you able to work with multiple phone lines?
How would you handle a customer’s question you didn’t know the answer to?
How do you deal with rejection?
What is your ideal workspace environment?
How do you handle a call from an angry customer?
Do you do your best work on a team or do you work best independently?
Can you give an example of a time when you went above and beyond for a customer?
Is there something unique about your methods that you can bring to the team?
Tell me about a time you made a customer service mistake. Were you able to fix the problem? What did you learn?
Can you tell me about your most impressive customer service moment?
If a customer began complaining about how they were treated by one of your coworkers, what would you do?
Are you familiar with computers and multi-line phone systems?
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