Call Center Representative Job Description
The primary responsibility of a call center representative is to be able to assist callers with their inquiries. Call center representatives need to possess a broad knowledge of their company's products and services. They are also responsible for helping callers with complaints and problems, as well as identifying customer needs and finding the most appropriate solutions for these problems.
Call Center Representative Job Description Template
Our company is looking for qualified, polite, and professional call center representatives who are able to work closely with our other team members in order to deliver top-quality customer service. Ideal candidates should be able to answer customer and coworker questions, handle customer complaints, and handle basic troubleshooting for our products and services after training.
Call Center Representatives should be prepared to handle a large volume of inbound and outbound calls. They should be focused on creating the best possible experience for every caller. That means that each representative needs to be able to customize each call to the caller.
Our candidates should be able to display active listening skills, be customer-focused, detail-oriented, and able to be efficient in a high-volume and fast-paced environment. Candidates should also be polite, reliable, knowledgeable, willing to learn, and adaptable to changing situations.
Call Center Representative Responsibilities:
- Answering inbound callers
- Making outbound calls
- Using active listening to identify customer needs, concerns, and complaints
- Problem-solving to find good solutions and answer customer needs
- Basic troubleshooting of products and services (with training)
- Building on existing customer and client relationships to create a culture and expectation of trust and reliability
- Creating new customer and client relationships
- Using de-escalation techniques on phone calls with clients and customers
- Making product sales and recommendations based on client needs and in the best interest of both the customer and company
- Being an active participant in training and learning opportunities within the company
- Utilize internal software, databases, scripts, and work tools responsibly and appropriate to the needs of each call
- Understanding call center metrics and working to optimize your own performance within those metrics
- Adhering to all other company policies and procedures
Call Center Representative Requirements:
- High School Diploma or Equivalent
- Additional education may be preferred
- Customer service experience
- Exceptional customer service skills including active listening, verbal and written communication, and a professional phone voice and persona
- Basic computer proficiency
- Familiarity with CRM software
- Skilled typing
- Adaptability and personal accountability for metrics and call center requirements
- Fluency in multiple languages may be preferred
Call Center Representative FAQ:
What Does a Call Center Representative Do?
A call center customer service representative may perform a wide variety of technical tasks depending on the needs of the company. However, most customer service representatives are responsible for knowing their company’s products and services, selling those products and services, and providing ongoing support to customers and clients who have purchased those products and services.
However, if your company has unique needs, you may want to add additional details to our basic call center rep’s job description to customize the listing for your company’s needs.
Can I Edit Your Call Center Agent Job Description?
Absolutely. You should feel free to customize any of the details in any section of our call center representative description in order to attract the right kinds of candidates for your company.
What Information Should I Include when I Post a Call Center Representative Job?
When you post a call center representative listing you should make sure you’re providing a clear definition of what your potential applicants will be doing. You should make sure you include CSR duties as well as the challenges and pressures of the role. For instance, if you ask your agents to complete a large volume of sales, you should consider including that this is a sales position in your job listing. If you are more focused on efficiency and working through a high call volume, you may want to specify that this is a high-volume call center so that you attract candidates that will thrive in that environment.
Whatever the needs of your call center, you should try to customize your job listing to help attract people of the right temperament who will professionally reflect your corporate culture.