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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.

A female call center representative smiling and looking at the camera with other representatives in the background
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Call Center Representatives should have strong verbal communication, active listening and problem-solving skills, with a keen ability to multitask and prioritize.

Attract the top talent you need for your organization with our free Call Center Representative Job Description Template. Simply tailor the details after downloading and use it for your job posts.

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

Call Center Representative Education & Qualifications

  • High school diploma or equivalent
  • Certifications or training in customer service or support is an advantage

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