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 #1
We’re looking for highly motivated individuals with excellent telephone and computer skills to help our agency manage large amounts of inbound and outbound calls.
Communicate with consumers verbally regarding outstanding debts
Manage sensitive information while maintaining confidentiality
Negotiate and maintain payment arrangements
Maintain complete and accurate records
Ensure strict adherence to all federal and state laws
Consistently meet established daily, weekly, and monthly goals
Attitude of Service
Excellent customer service skills
Strong verbal communication skills
Ability to convey a sense of urgency while displaying compassion and empathy
Ability to work swiftly while maintaining accuracy
Ability to remain calm and composed in a fast-paced environment
Sample job description #2
We are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.
Manage large amounts of inbound and outbound calls in a timely manner
Follow communication “scripts” when handling different topics
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Seize opportunities to upsell products when they arise
Build sustainable relationships and engage customers by taking the extra mile
Keep records of all conversations in our call center database in a comprehensible way
Frequently attend educational seminars to improve knowledge and performance level
Meet personal/team qualitative and quantitative targets
Requirements and skills
Previous experience in a customer support role
Track record of over-achieving quota
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 multitask, set priorities, and manage time effectively
High school degree
Sample job description #3
The Call Center Representative is responsible to provide outstanding call center service to our participants by answering questions, handling feedback concerns, and troubleshooting problems with our products and services within the finance industry. The service representative may handle a high volume of inbound and/or outbound calls and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or concerns, and provide an accurate and efficient response.
Monitor personal performance relative to defined department performance targets
Assist plan participants by telephone, chat, or email by answering any questions, provide information about products or services, and/or obtain any details of feedback
Ability to successfully adapt and perform during times of high call volume
Strong written and verbal communication skills
Strong listening ability to interpret and clarify information being provided by customers
Strong commitment to providing quality service
Keep records of participant interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Follow through to ensure that appropriate changes were made to resolve customer’s concerns
Contact customers to respond to inquiries and resolve customer’s concerns
Obtain and evaluate all relevant information to handle inquiries and complaints
Record details of inquiries, comments, and complaints in our operating system as well as any actions taken
Meet service level and quality requirements on a daily basis
Communicate and coordinate with internal departments
Keen attention to detail and accuracy
High School Diploma or G.E.D
1+ years of experience in a call center environment
Demonstrated proficiency with MS Office products and common workplace internet software and applications
Type 45 words per minute
Finance focus a plus
Public Trust clearance a plus
Additional preferred skills and qualifications
Working knowledge of contact center operations
Experience with contact center and/or direct customer service experience
Demonstrated ability to achieve and maintain quality and efficiency standards in a high volume, high velocity work environment
Rapidly responds to emails and establishes clear communication cadences
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
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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