Call Center Representative Job Description template
The Call Center Representative is responsible for answering incoming calls and emails. They respond to customer questions, provide technical support, and process customer orders. Additionally, the Call Center Representative is the first point of contact for customers, so they must be friendly, positive, and professional at all times.
The job of a call center representative is to provide customer service over the phone. This may include answering customer questions, taking orders, handling complaints, and providing information about products and services. Call center representatives must be able to multitask and handle a high volume of calls. They must also have excellent communication and customer service skills.
Call Center Representative Responsibilities
- Attend routine and emergency calls per company policies and procedures
- Provide information and assistance regarding company products and services
- Set expectations with customers regarding call wait times
- Provide feedback to managers
- Encourage customer satisfaction by responding to inquiries and providing competitive offerings
- Support other department activities as necessary
Objectives
- Answer inbound calls or dispatch inbound calls to proper parties
- Retain accurate records of calls received and dispatched
- Retain accurate records of customer interactions
- Perform other duties as needed
Call Center Representative Skills Needed
- Must have a desire to achieve and maintain Gold status
- High school diploma or equivalent
- Previous customer service experience
- Strong computer skills, including word processing, spreadsheet, and database applications
- Excellent organization and time management skills
- Outstanding communication skills
- Ability to work under pressure