Call Center Representative Job Description Template

Use this Call Center Representative job description template to advertise the open roles for free using Longlist.io. You can use this template as a starting point, modify the requirements according the needs of your organization or the client you are hiring for.

Call Center Representative Job Description Template

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Job Brief

We are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities

  • 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

Requirements

  • Previous experience in a customer support role
  • Track record of over-achieving quota
  • Strong phone and verbal communication skills along with active listening
  • Familiarity with CRM systems and practices
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively
  • High school degree

What does Call Center Representative do?

A Call Center Representative's day-to-day responsibilities can vary based on the specific industry and company, but here are some common tasks:

  1. Taking inbound calls: Answering customer calls and providing assistance with inquiries, complaints, order tracking, technical support, or other relevant issues.

  2. Making outbound calls: Initiating proactive customer contact, such as following up on orders, conducting surveys, or offering promotions.

  3. Providing information: Offering accurate and up-to-date information about products, services, or company policies to address customer questions or concerns.

  4. Recording customer interactions: Maintaining detailed and accurate records of customer interactions, including call logs, emails, or chats, to ensure proper documentation and follow-up.

  5. Troubleshooting: Identifying and resolving or escalating customer issues appropriately, utilizing problem-solving skills and company guidelines.

  6. Handling complaints: Dealing with frustrated or dissatisfied customers by actively listening, empathizing, and finding appropriate solutions to resolve their concerns.

  7. Upselling or cross-selling: Identifying opportunities to promote additional or complementary products/services to customers based on their needs or interests.

  8. Processing transactions: Assisting customers with billing inquiries, payment processing, account updates, or other transactional tasks based on the call center's scope.

  9. Following protocols and guidelines: Adhering to company policies, protocols, and call center procedures to ensure consistent and high-quality customer service.

  10. Continuous learning: Staying up-to-date with the products, services, or industry trends to provide accurate information and improve customer satisfaction.

It's worth mentioning that call center representatives may also handle customer communications through other channels like email, chat, or social media, depending on their company's operations and requirements.

Call Center Representative Job Description Examples

Call Center Representative• Island View Casino Resort

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The Reservations Agent is responsible for providing superior service to both the internal and external customer. The agent is responsible for handling all incoming calls in a professional courteous manner while booking hotel reservations and answering questions.

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Call Center Representative• Aston Carter

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Pay: $18-20/hr. (Flex based on Experience)

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Start: Every week until 1/10

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Call Center Representative• Aston Carter

Equivalent Experience

Come GROW your career with a new opportunity...

Job Description:• High volume call center, taking 75-100 inbound calls a day in a call center environment• Entering in high volume orders depending on the dealer calling in• 60% of calls will result in an order, 40% will be answering general questions from dealers• Answer and respond to customer phone calls for 1 – 3 co...

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Call Center Representative• Cardiology Consultants of Philadelphia, PC

Cardiology Consultants of Philadelphia is a professional medical organization committed to the healing mission of Medicine. CCP specializes in providing comprehensive cardiology care and currently has 40 locations throughout the Philadelphia area. We are currently hiring for a full time phone operator to work at our Paoli , PA office.

Please note this position is entitled to a $500 sign on... ...

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