Call Center

Call Center Representatives complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’s positive reputation. They often have the following responsibilities:

  • 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

What does a Call Center Representative do?

A Call Center Representative handles customer calls by answering questions, finding solutions to issues, addressing concerns or complaints and providing important information. They work in a company’s call center to ensure every customer is satisfied with their experience with the company and its products or services. Depending on the industry or specific role, some Call Center Representatives may make outbound calls to provide sales support to customers or follow up on inquiries while others may provide troubleshoot and technical support assistance over the phone.

Call Center Representative skills and qualifications

Call Center Representatives use a variety of soft skills and industry and company knowledge to provide the most comprehensive support they can. These skills and qualifications can 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, depending on the role and industry
  • 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, such as accounts, sales, technical support or another area
  • Ability to speak multiple languages, especially those common among callers

Call Center Representative education and training requirements

Many candidates have at least a high school diploma or its equivalent, though other candidates may have an in-progress or completed associate or bachelor’s degree. Though a degree in any field may be suitable for a Call Center Representative, those working more specialized industries would benefit from previous education or training in that industry’s discipline, such as in financial, insurance and technology organizations. In these and other Call Center Representative roles, on-the-job training previous to the application or upon hiring may also be suitable.