Call Center Representative Job Description

What is the job description of a Call Center Representative? What are the duties and responsibilities of a Call Center Representative? What does a Call Center Representative do?

Job description of a Call Center Representative

Call Center Representatives use their knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems. They speak with customers, listen to them, gain a better understanding of their needs, and offer possible solutions.

This Call Center Representative job description example includes the list of most important Call Center Representative duties and responsibilities as shown below. It can be modified to fit the specific Call Center Representative profile you're trying to fill as a recruiter or job seeker.

Call Center Representative Duties and Responsibilities

Call Center Representative job description should contain a variety of functions and roles including:

  • 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

Call Center Representative Requirements / Skills / Qualifications

Call Center Representative job description should include these common skills and qualifications:

  • High School Diploma or equivalent.
  • More education or experience may be preferred.
  • Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
  • Understanding of company products, services, and policies.
  • Proficiency with computers, especially with CRM software, and strong typing skills.
  • Ability to ask prying questions and diffuse tense situations.
  • Strong time management and decision making skills.
  • Adaptability and accountability.
  • Fluency in multiple languages may be desired.

As a hiring manager, recruiting an ideal Call Center Representative starts with crafting a good job description. Use this Call Center Representative job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Call Center Representative may also reference it in preparation for the interview.

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