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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

  • $37,190

    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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Do you work as a Call Center Agent?

Call Center Agent Jobs

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Call Center Agent Career Paths

Call Center Agent
Call Center Supervisor Operations Manager General Manager
Account Manager
5 Yearsyrs
Call Center Representative Call Center Supervisor
Call Center Manager
6 Yearsyrs
Sales Agent Customer Care Representative Customer Account Representative
Customer Account Manager
5 Yearsyrs
Data Entry Associate Service Representative Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Dispatcher Service Advisor Assistant Service Manager
Customer Relations Manager
5 Yearsyrs
Technical Support Technician Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Reservations Agent Sales Coordinator Inside Sales Engineer
Lead Generator
5 Yearsyrs
Call Center Supervisor Call Center Manager Project Manager
Product Manager
7 Yearsyrs
Front Desk Agent General Manager Account Manager
Sales Account Manager
6 Yearsyrs
Front Desk Agent Assistant General Manager
Sales Manager
5 Yearsyrs
Security Guard Sales Consultant Senior Sales Representative
Senior Representative
5 Yearsyrs
Service Representative Service Technician Service Supervisor
Service Lead
5 Yearsyrs
Call Center Representative Security Officer Technician
Service Manager
7 Yearsyrs
Technical Support Technician Technician Service Technician
Service Supervisor
6 Yearsyrs
Sales Agent Technical Support Technician Technical Support Manager
Support Manager
6 Yearsyrs
Data Entry Associate Technician Technical Support Specialist
Support Supervisor
5 Yearsyrs
Service Representative Driver Operation Supervisor
Team 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
Customer Agent 2.0 years
Home Agent 1.7 years
Contact Agent 1.4 years
Phone Agent 1.2 years
Call Agent 1.0 years
Call Center Agent 1.0 years
Top Employers Before
Cashier 21.8%
Teller 4.6%
Server 3.4%
Internship 2.3%
Manager 2.1%
Waitress 2.1%
Hostess 1.8%
Top Employers After
Cashier 13.6%
Teller 3.8%
Server 3.7%
Agent 2.7%
Manager 2.4%

Do you work as a Call Center Agent?

Call Center Agent Demographics

Gender

Female

69.8%

Male

27.9%

Unknown

2.3%
Ethnicity

White

60.0%

Hispanic or Latino

18.2%

Black or African American

11.8%

Asian

6.3%

Unknown

3.6%
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Languages Spoken

Spanish

65.3%

French

10.5%

German

4.7%

Tagalog

2.3%

Portuguese

2.3%

Italian

1.9%

Mandarin

1.6%

Russian

1.6%

Japanese

1.6%

Arabic

1.6%

Chinese

1.4%

Filipino

0.9%

Hindi

0.7%

Hebrew

0.7%

Hmong

0.5%

Dutch

0.5%

Korean

0.5%

Turkish

0.5%

Catalan

0.5%

Thai

0.5%
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Call Center Agent Education

Schools

University of Phoenix

19.3%

Liberty University

8.3%

Ashford University

6.8%

Miami Dade College

6.5%

Ivy Tech Community College of Indiana

4.9%

College of Southern Nevada

4.7%

Houston Community College

4.5%

Trident Technical College

4.2%

Southern New Hampshire University

4.2%

Valencia College

4.2%

Kaplan University

4.2%

Texarkana College

3.7%

Eastern Michigan University

3.6%

American InterContinental University

3.4%

Greenville Technical College

3.2%

Ultimate Medical Academy - Clearwater

3.1%

Grand Canyon University

3.1%

University of Cincinnati

2.8%

University of Southern Mississippi

2.8%

Florida International University

2.8%
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Majors

Business

24.1%

Criminal Justice

8.6%

Health Care Administration

7.2%

Nursing

6.2%

Medical Assisting Services

6.1%

Psychology

6.1%

General Studies

5.8%

Accounting

5.3%

Communication

4.2%

Computer Science

3.4%

Liberal Arts

2.7%

English

2.6%

Management

2.6%

Cosmetology

2.5%

Education

2.5%

Pharmacy

2.1%

Computer Information Systems

2.1%

Human Resources Management

2.1%

Marketing

2.0%

Biology

1.9%
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Degrees

Other

39.7%

Bachelors

27.8%

Associate

17.3%

Certificate

6.8%

Masters

4.9%

Diploma

2.4%

License

0.6%

Doctorate

0.5%
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Top Skills for A Call Center Agent

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  1. Phone Calls
  2. Customer Service
  3. Data Entry
You can check out examples of real life uses of top skills on resumes here:
  • Answer telephone calls from potential customers who have been solicited through advertisements
  • Conducted various surveys over the phone assessing quality of customer service -Input data into Microsoft Excel spreadsheets in organized and timely manner
  • Supported in-bound call activity; Data entry and account notations
  • Provided technical support for software and hardware, resolved problems with hardware/software in a mission critical military environment.
  • Perform database management with sensitive information including Clients credit cards.

How Would You Rate Working As a Call Center Agent?

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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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