Call Center Representative Job Description
Whether you’re trying to solve a minor issue or want to talk to someone about a big purchase, call center reps are the go-to people for customer support.
From soothing customers by answering questions about your products to selling your company’s services to prospective customers, there’s no shortage of things call center reps have to do.
There are several other key characteristics required to be successful in this role which are listed below in the call center representative job description.
Call Center Rep
Call Center Representative Job Description
Writing a captivating job description is a key part of helping employers bring on the best talent available - helping you stick out from the rest of the employers looking to hire the same candidates.
When written well, a job description gives the candidates a clearer picture of what the position entails.
Learn more about the key requirements, duties, responsibilities, and skills that should be included within a call center rep job description.
Job Description Summary
Capture the reader's attention with a short but captivating overview including details that will distinguish your job and company from the others.
Common Key Responsibilities and Duties
Highlight and outline the core responsibilities related to the position. This will give the applicants a better understanding of the work they should expect and prevent uninterested/unqualified candidates from applying (to a certain point).
Take customer calls and provide accurate, satisfactory answers to their queries and concerns
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Call clients and customers to inform them about the company’s new products, services and policies
Guide callers through troubleshooting, navigating the company site or using the products or services
Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
Collaborate with other call center professionals to improve customer service
Help to train new employees and inform them about the company’s customer management policies
Common Qualifications and Skills
Identify a list of the “must” and “nice to” haves for the open position - this could include both hard and soft skills.
Strong communication, both written and verbal
Great active listening skills
Exceptional interpersonal and rapport building skills
A patient and empathetic attitude
Strong time management and organizational skills
Adaptability and flexibility
Comfortable working in fast-paced environments
Troubleshooting skills, either basic or advanced, depending on the role and industry
Phone skills, including familiarity with complex or multi-line phone systems
In-depth knowledge of a company’s products and/or services
Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
Ability to speak multiple languages, especially those common among callers
Responsibilities and Skills by Indeed
Frequently Asked Questions (FAQ)
How much money do you make in a call center?
A Call Center Representative makes on average $30,000-$37,000 per year. This number depends heavily on the level of experience, certifications/education and your geographical location.
What is in a job description?
A job description typically contains the following pieces: job title, job purpose, job duties and responsibilities, required skills/qualifications, preferred skills/qualifications and education.
They will often contain a short overview of the company or team you would be joining in the role as well.
Why is job description important?
Job descriptions help identify particular skills, qualifications and experiences that are necessary for a candidate to possess in a particular role.
This gives the person hiring (whether that be HR, a hiring manager, or recruiter) a clear view on what to look out for in applicants and the job seeker an understanding of whether they are qualified for the position or not.
How do you write a good job description?
There are a number of ways you can go about writing a good job description - but the most straight forward approach is to take it step by step.
Add a basic job title (don’t get cute here)
Start with a short but exciting summary of the role
Focus on the key responsibilities needed to fulfill the job
Require only the most important skills (asking for too much will deter candidates)
Add education requirements if it’s necessary
Write a short overview of your company and the culture
Job Description Template (Source: SHRM)
Below is a job description template - the role of a Customer Service Supervisor is used as the example copy to better paint a picture of how your job description should look. Source = SHRM who also has a number of other job description template on their website here.
Example: The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Recruits, interviews, hires, and trains new staff.
Oversees the daily workflow of the department.
Provides constructive and timely performance evaluations.
Handles discipline and termination of employees in accordance with company policy.
Performs other related duties as assigned.
List the essential job duties that are specific to the position.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent sales and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite or related software.
Education and Experience:
High school diploma or equivalent.
At least two years related experience required.
Current human resources and/or compensation credentials or certification preferred.
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Category: Call Center Rep Job Description
Tags: how to write a call center rep job description, call center representative job summary, call center representative job duties, call center representative qualifications, call center representative responsibilities, call center representative required skills, call center representative education, call center representative purpose, call center representative experience