Call Center Representative Job Description

call center rep

Call Center Rep

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.


Putting together a captivating job description is a key part of helping you bring on the best talent available – sticking out from the rest of the employers looking to hire the same talent. 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.

What is the Point of a Job Description Summary?

Your main point to the job description summary is to capture the reader’s attention with a short but captivating overview of the role including details that will distinguish you from everyone else.

Common Call Center Responsibilities And Duties

You will want to start by highlighting and outlining the core responsibilities related to the position. A few good examples for a call center rep would be:

  • 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
  • Train new employees and inform them about the company’s customer management policies

Call Center Qualifications And Skills

Next, you will want to build a solid list of the “must have” skills and experience for the role. This could include both hard and soft skills. Some examples include:

  • 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)
  • Computer literacy
  • 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
  • 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 your overall level of experience and background.

What Is In A Job Description?

They average job description typically contains the following pieces: job title, job purpose, job duties and responsibilities, required skills/qualifications, preferred skills/qualifications and education.

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 things one step at a time:

  1. Add a basic job title (Call Center Representative will work)
  2. Start with a short but exciting summary of the role
  3. Focus on the key responsibilities needed to fulfill the job
  4. Require only the most important skills (asking for too much will deter candidates)
  5. Add education requirements if it’s necessary
  6. 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.

Job Summary 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.

Responsibilities Examples:

  • 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.
  • Duties/Responsibilities:
  • Performs other related duties as assigned.

Required Skills/Abilities Examples:

  • 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 Examples:

  • High school diploma or equivalent.
  • At least two years related experience required.
  • Current human resources and/or compensation credentials or certification preferred.

Physical Requirement Examples:

  • 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

Author: Reid is a contributor for theJub. He’s an employment and marketing enthusiast who studied business before taking on various recruiting, management, and marketing roles. More from the author. | Author Profile

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