A call center representative acts as the voice and face of the company when interacting with customers. Their duties include answering customer questions, resolving individual problems, handling complaints, and handling other transactions. Shifts can vary greatly from company to company; some companies that offer a 24-hour service have overnight shifts, while others offer a standard 9 a.m.- 5 p.m. call center. Representatives are expected to work with their direct supervisor to set personal goals and discuss their specific duties. They must have an in-depth knowledge of all the company's products and services; they also must be up to date on changes or updates within the company.
Call center representative must be able to meet company standards for calls in areas such as quality, volume, and accuracy. This position also requires a excellent interpersonal skills, as representatives will be required to interact with many different types of people. Most companies prefer problem-solving and conflict-resolution skills, because some customers may be dissatisfied with a product or service. A high school diploma or equivalent typically is required, and many employers prefer a college degree. A minimum of one year of call center or customer service experience may be preferred.
Call Center Representative Tasks
- Document outcomes and steps taken.
- Update customer files and databases.
- Investigate and follow up on customer problems.
- Consult with customers by telephone to provide information, take orders, answer questions and handle complaints.
- Place outbound calls, following a script to generate sales.