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Become A Call Center Agent

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Working As A Call Center Agent

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $27,000

    Average Salary

What Does A Call Center Agent Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Call Center Agent

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Call Center Agent Career Paths

Call Center Agent
Call Center Representative Service Representative Account Executive
Account Manager
5 Yearsyrs
Call Center Representative Representative Account Executive
Territory Manager
7 Yearsyrs
Call Center Representative Representative Consultant
Service Manager
6 Yearsyrs
Certified Nursing Assistant Team Leader Assistant Manager
Sales Manager
5 Yearsyrs
Certified Nursing Assistant Team Leader General Manager
Director Of Sales
10 Yearsyrs
Certified Nursing Assistant Team Leader Account Manager
Senior Account Manager
7 Yearsyrs
Security Officer Specialist Consultant
Marketing Manager
5 Yearsyrs
Security Officer Specialist Account Executive
Regional Sales Manager
9 Yearsyrs
Security Officer Officer Manager
Business Owner
6 Yearsyrs
Agent Specialist Consultant
Information Technology Manager
7 Yearsyrs
Agent Coordinator Administrator
Business Office Manager
7 Yearsyrs
Agent Administrator Assistant Manager
Center Manager
6 Yearsyrs
Service Representative Executive Assistant Account Manager
Sales Account Manager
6 Yearsyrs
Service Representative Executive Assistant Marketing Manager
Sales And Marketing Manager
6 Yearsyrs
Driver Foreman Operations Manager
Client Services Manager
7 Yearsyrs
Driver Field Service Technician Account Manager
Relationship Manager
6 Yearsyrs
Driver Trainer Customer Service Supervisor
Call Center Manager
6 Yearsyrs
Sales Person Buyer Customer Service Supervisor
Customer Care Supervisor
5 Yearsyrs
Dispatcher Account Representative Claims Representative
Senior Representative
5 Yearsyrs
Sales Person Senior Sales Representative Regional Accounts Manager
Customer Account Manager
5 Yearsyrs
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Do you work as a Call Center Agent?

Help others decide if this is a good career for them

Average Length of Employment
Agent 2.1 years
Service Agent 2.1 years
Customer Agent 2.0 years
Contact Agent 1.7 years
Billing Agent 1.7 years
Phone Agent 1.2 years
Call Agent 1.0 years
Call Center Agent 1.0 years
Top Careers Before Call Center Agent
Cashier 24.6%
Server 3.8%
Internship 2.2%
Waitress 2.0%
Manager 1.9%
Hostess 1.9%
Top Careers After Call Center Agent
Cashier 16.4%
Server 4.2%
Agent 2.7%
Manager 2.0%

Do you work as a Call Center Agent?

Average Yearly Salary
$27,000
View Detailed Salary Report
$20,000
Min 10%
$27,000
Median 50%
$27,000
Median 50%
$27,000
Median 50%
$27,000
Median 50%
$27,000
Median 50%
$27,000
Median 50%
$27,000
Median 50%
$37,000
Max 90%
Best Paying Company
Morton's The Steakhouse
Highest Paying City
Los Angeles, CA
Highest Paying State
Alaska
Avg Experience Level
1.3 years
How much does a Call Center Agent make at top companies?
The national average salary for a Call Center Agent in the United States is $27,849 per year or $13 per hour. Those in the bottom 10 percent make under $20,000 a year, and the top 10 percent make over $37,000.

How Would You Rate The Salary Of a Call Center Agent?

Have you worked as a Call Center Agent? Help other job seekers by rating your experience as a Call Center Agent.

Top Skills for A Call Center Agent

  1. Customer Service
  2. Telephone Calls
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Call Existing customers regarding their vacation membership and convince them to attend a customer service/sales seminar
  • Answer telephone calls from potential customers who have been solicited through advertisements
  • Take phone calls with customers to conduct surveys in order to confirm quality assurance between representative and client during previous contact.
  • Performed office duties including answering incoming calls, filing, data entry, and sorting and distribution of mail, etc.
  • Provided technical support for software and hardware, resolved problems with hardware/software in a mission critical military environment.

Call Center Agent Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 23,300 Call Center Agent resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Call Center Agent Resume

View Resume Examples

Call Center Agent Demographics

Gender

Female

61.1%

Male

25.5%

Unknown

13.4%
Ethnicity

White

61.0%

Hispanic or Latino

17.6%

Black or African American

12.3%

Asian

5.6%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

68.8%

French

9.5%

German

4.2%

Tagalog

2.1%

Italian

2.1%

Portuguese

2.1%

Arabic

2.1%

Russian

1.8%

Japanese

1.4%

Mandarin

1.1%

Chinese

1.1%

Filipino

0.6%

Urdu

0.6%

Hindi

0.5%

Dutch

0.5%

Turkish

0.5%

Catalan

0.4%

Hebrew

0.4%

Swahili

0.2%

Vietnamese

0.2%
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Call Center Agent Education

Schools

University of Phoenix

21.6%

Miami Dade College

8.1%

Liberty University

6.1%

The Academy

5.7%

Ashford University

5.7%

Ivy Tech Community College of Indiana

4.8%

Kaplan University

4.8%

Valencia College

4.1%

Strayer University

3.9%

College of Southern Nevada

3.7%

Everest Institute

3.7%

Broward College

3.5%

Florida International University

3.5%

Houston Community College

3.4%

Trident Technical College

3.2%

Southern New Hampshire University

3.2%

Oakland Community College

2.8%

Ultimate Medical Academy - Clearwater

2.8%

Eastern Michigan University

2.8%

American InterContinental University

2.8%
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Majors

Business

23.8%

Criminal Justice

7.9%

Medical Assisting Services

7.6%

Health Care Administration

7.5%

Nursing

7.2%

Psychology

5.9%

General Studies

5.3%

Accounting

4.9%

Communication

4.1%

Computer Science

3.1%

Liberal Arts

2.7%

Cosmetology

2.6%

Management

2.6%

English

2.4%

Information Technology

2.2%

Education

2.2%

Pharmacy

2.2%

Biology

2.0%

Computer Information Systems

1.9%

Marketing

1.8%
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Degrees

Other

38.8%

Bachelors

27.5%

Associate

18.5%

Certificate

6.8%

Masters

4.1%

Diploma

3.2%

License

0.7%

Doctorate

0.4%
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Top Call Center Agent Employers

Jobs From Top Call Center Agent Employers

Call Center Agent Videos

Call Center Agent Training Videos

A Day in the Life: Call Center Agent

Do I Want to be a Call Centre Agent? Part 1

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