Call Center Agent takes calls from customers answering questions or addressing any concerns

they may have. Their duties include handling many inbound and outbound calls to and from
customers, listening to customers needs or issues and providing helpful solutions to their
problems.

Duties and responsibilities:

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns

• Minimize 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?

Work in a call center setting surrounded by other call center employees answering customers’
questions and referring them to the necessary resources to solve their problems. They usually
follow a script with prepared responses based on customer’s questions and replies. After working
closely with the customers to resolve their issues, some Call Center Representatives may try to
sell additional products that may benefit the customers and may receive additional compensation
for this sale.
Most Call Center Representatives are responsible for keeping records of information received in
conversations and log it into the call center database.

Call Center Representative skills and qualifications:

• 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

What makes a good Call Center Representative?

An effective Call Center Representative should be great at and willing to listen, as they must
regularly listen and emphasize with a customer to show they care about their problems and are
working to resolve them. Strong Call Center Representative candidates are also able to handle
pressure well, as they may have to handle customers who are frustrated and discouraged about a
product. It’s important for Call Center Representatives to have positive attitudes to make
customers feel better by the end of the conversation.
Who does a Call Center Representative report to?
Call Center Representatives report to Call Center Managers, who oversees the team of
representatives. Call Center Managers hire and train call center employees. If customers have
any complaints or comments regarding the Call Center Representative’s performance, the Call
Center Manager will address the issue. They also work directly with Call Center Representatives
to establish goals, help them overcome challenges at work and find ways for them to increase
customer satisfaction and performance metrics.

What's the difference between a Call Center Representative and a Customer

Service Representative?
While Call Center and Customer Service Representatives both work to resolve customer issues,
they hold a few differences. A Customer Service Representative can work in several different
settings resolving customer issues and building relationships with clients. They may work in an
office setting answering phones helping customers operate the business’ product or they may
meet with customers in person processing clients orders or returns on certain products or
services.

Call Center Representatives usually work in one location, which is the call center. Their job
duties typically focus on answering and making phone calls to resolve customer’s issues, while
Customer Service Representatives call have different duties depending on where they work.