Call Center Representative Job Description

A female call center representative smiling and looking at the camera with other representatives in the background

A Call Center Representative answers calls promptly, discussing products and addressing concerns to ensure clients feel valued, supported and satisfied. They follow templated scripts and adhere to guidelines when handling requests, inquiries and complaints.

By: Jericka Orellano

November 24, 2023

Call Center Representatives should have strong verbal communication, active listening and problem-solving skills, with a keen ability to multitask and prioritize.

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Call Center Representative Job Overview

We at [Company Name] are looking for new Call Center Representatives to join our growing team. Their main responsibilities will include handling calls received through blended call queues, resolving client concerns and keeping our database up-to-date and accurate.

Candidates should have solid communication and relationship-building skills, with a natural ability to multitask and prioritize. They should also have at least [Number] years of experience in a related role.

We provide paid training to ensure our Call Center Representatives’ thorough understanding of their job scope, work protocols and our mission and vision as an organization.

Salary: $17–$25/hour

Schedule: Full-time, Monday–Friday, office-based, shifts include morning, afternoon and night

Call Center Representative Duties & Responsibilities

Respond promptly to customer inquiries and resolve issues over the phone
Utilize company-provided scripts and guidelines to provide accurate information to callers
Process customer orders, modifications and cancellations efficiently and accurately
Identify and escalate high-priority issues to the appropriate supervisor or department
Meet or exceed individual and team targets for call volume and resolution metrics
Maintain a comprehensive understanding of products, services and promotions
Document customer interactions and transactions accurately in the database
Follow up on customer issues not immediately resolved during the initial call
Provide exceptional customer service by actively listening and showing empathy
Adhere to call center policies and procedures to ensure compliance
Collaborate with team members and share knowledge to improve overall efficiency
Continuously strive to enhance personal and team performance through training and feedback
Handle irate or upset customers with professionalism and de-escalation techniques
Assist with other tasks as needed, such as processing returns or initiating outbound calls
Ensure a positive customer experience by maintaining a friendly and helpful demeanor

Call Center Representative Experience Requirements & Skills

Minimum of [Number] years as a Call Center Representative
Proven success in meeting or exceeding call volume and resolution targets
Hands-on experience processing customer orders, modifications and cancellations
Proficiency in using scripts and guidelines for accurate information delivery
Proficiency in using Customer Relationship Management (CRM) software
Comfortable with computer systems and word processing software (e.g., Microsoft Office)
Clear and concise verbal communication with strong active listening abilities
Efficient and accurate data entry skills
Fluency in another language (e.g., Spanish) is an advantage