Call Center Representative Job Descriptions, Average Salary, Interview Questions

Without excellent call center representatives, our customers would not be able to receive the information they are seeking or reach the proper department. We rely on effective communicators to initiate, carry out, and end phone conversations with outstanding customer service. [Your Company Name] is looking for someone who enjoys working in a fast-paced environment where they are responsible for their own work. We are looking for someone who can create a positive relationship with the customer during the phone call and keep up-to-date on industry information and product information. You will need the ability to transfer calls to the appropriate department and monitor the appointment status of customers. We are looking for someone who is always punctual, has a good work ethic, a cool head, and is persistent in order to achieve success. 

Typical duties and responsibilities

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

Education and experience

This position requires a high school diploma or GED.

Required skills and qualifications

• Excellent interpersonal skills
• Strong problem-solving and critical thinking abilities
• Excellent computer skills
• Ability to manage time with little supervision

Preferred qualifications

• Experience in customer service
• Certifications required
• Phone skills
• Self-motivated
• Bilingual

We’re looking for highly motivated individuals with excellent telephone and computer skills to help our agency manage large amounts of inbound and outbound calls.

Responsibilities

• Communicate with consumers verbally regarding outstanding debts
• Manage sensitive information while maintaining confidentiality
• Negotiate and maintain payment arrangements
• Maintain complete and accurate records
• Ensure strict adherence to all federal and state laws
• Consistently meet established daily, weekly, and monthly goals

Qualifications

• Attitude of service
• Excellent customer service skills
• Strong verbal communication skills
• Ability to convey a sense of urgency while displaying compassion and empathy
• Ability to work swiftly while maintaining accuracy
• Ability to remain calm and composed in a fast-paced environment

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 and skills

• 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 multitask, set priorities, and manage time effectively
• High school degree

The Call Center Representative is responsible to provide outstanding call center service to our participants by answering questions, handling feedback concerns, and troubleshooting problems with our products and services within the finance industry. The service representative may handle a high volume of inbound and/or outbound calls and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or concerns, and provide an accurate and efficient response.

Responsibilities

• Monitor personal performance relative to defined department performance targets
• Assist plan participants by telephone, chat, or email by answering any questions, providing information about products or services, and/or obtaining any details of feedback
• Ability to successfully adapt and perform during times of high call volume
• Strong written and verbal communication skills
• Strong listening ability to interpret and clarify information being provided by customers
• Strong commitment to providing quality service
• Keep records of participant interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Follow through to ensure that appropriate changes were made to resolve customer’s concerns
• Contact customers to respond to inquiries and resolve customer’s concerns
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Record details of inquiries, comments, and complaints in our operating system as well as any actions taken
• Meet service level and quality requirements on a daily basis
• Communicate and coordinate with internal departments
• Keen attention to detail and accuracy

Basic qualifications

• High School Diploma or G.E.D
• 1+ years of experience in a call center environment
• Demonstrated proficiency with MS Office products and common workplace internet software and applications
• Type 45 words per minute
• Focus on finance is a plus
• Public Trust clearance is a plus

Additional preferred skills and qualifications

• Working knowledge of contact center operations
• Experience with contact center and/or direct customer service experience
• Demonstrated ability to achieve and maintain quality and efficiency standards in a high-volume, high-velocity work environment
• Rapidly responds to emails and establishes clear communication cadences