Call Center Representative

Job Description

Do you enjoy building relationships with customers and helping them with answers to their questions, inquiries and needs? If so, a position as a Call Center Representative may be right for you.

Call Center Representatives are often one of the first and most important points of personal contact a customer has with a company. They’re an essential part of maintaining a great relationship with customers and making sure all their questions, complaints, and needs are answered. Call Center Representatives can also make outbound calls to follow up with customers, or market goods or services to them. In addition to phone calls, Call Center Representatives may communicate with customers via email or webchat.

Besides having good on-your-feet thinking, Call Center Representatives should know how to manage many important tasks in an often-busy work environment, as well as have excellent interpersonal skills, computer expertise, and the ability to manage time.

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 Background

This position requires a high school diploma or GED.

Skills and Competencies

  • Excellent interpersonal skills
  • Strong problem-solving and critical thinking abilities
  • Excellent computer skills
  • Ability to manage time with little supervision

Compensation

According to Payscale the median annual salary of a Call Center Representative with

1 Year of Experience:

  • Orlando, Florida:$30,000
  • Tampa, Florida:$30,000
  • Jacksonville, Florida:$31,000
  • Miami, Florida:$31,000
  • Atlanta, Georgia:$31,000
  • Chicago, Illinois:$31,000
  • Houston, Texas:$30,000
  • Los Angeles, California:$35,000
  • New York City, New York:$35,000
  • Seattle, Washington:$33,000
  • Overall: $31,000

5 Years of Experience:

  • Orlando, Florida:$31,000
  • Tampa, Florida:$33,000
  • Jacksonville, Florida:$33,000
  • Miami, Florida:$33,000
  • Atlanta, Georgia:$35,000
  • Chicago, Illinois:$35,000
  • Houston, Texas:$34,000
  • Los Angeles, California:$37,000
  • New York City, New York:$40,000
  • Seattle, Washington:$35,000
  • Overall: $34,000

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Career Path

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.

Position Trends

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.

Job Outlook

The call center market is anticipated to grow at a considerable rate in the next handful of years, according to MarketWatch. This healthy outlook is a positive sign for Call Center Representatives and similar positions, with successful call centers being critical components of many businesses.

Typical Hours

The work hours for a Call Center Representative are typically from 9 a.m. to 5 p.m. 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.

Where You Can Find Jobs

  • 4 Corner Resources
  • Career Builder
  • Glassdoor
  • Indeed
  • LinkedIn
  • Monster

Are You Interested in Becoming a Call Center Representative?

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