Call center agent job description
Updated March 14, 2024
9 min read
Call center agents are workers who manage the company's hotline and, depending on their account, fulfill a variety of customer needs such as taking food or shopping orders, addressing general inquiries, resolving complaints, and making outbound calls to sell services. They should be able to embody the company's brand by fulfilling their duties properly.
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Example call center agent requirements on a job description
Call center agent requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in call center agent job postings.
Sample call center agent requirements
- High school diploma or equivalent.
- Proficient in Microsoft Office Suite.
- Ability to work a flexible work schedule.
- Previous experience in customer service.
- Excellent troubleshooting and problem-solving skills.
Sample required call center agent soft skills
- Excellent verbal and written communication skills.
- Strong organizational and time management skills.
- Ability to remain professional and courteous with customers.
- Ability to work well under pressure.
- Ability to adapt to changing environments.
Call center agent job description example 1
Aspen Snowmass call center agent job description
Mountain Sales Call Center Agents serve as a primary point of contact and voice of the company for new and existing guests visiting Aspen Snowmass. Often being the first point of contact each team member answers phone calls, sets up orders, answers questions, responds to customer emails and chats, supports the Riverside Ticket Office, and offers advice to ensure the best possible Aspen Snowmass experience. The perfect candidate is highly motivated by providing superior guest service and has a passion for the Aspen Snowmass product and the local areas in which Aspen Skiing Company operates.
Essential Job Functions
Sell products and services for Aspen Skiing Company (ASC) including lift tickets, season passes, lessons, equipment rentals, and other activities by phone as well as in-person at the Riverside Ticket Office. Provide timely follow-up with guests as necessary and convert leads in to sales with confidence incentivized by an uncapped commission structure Answer inbound guest calls through sales and reservation software by phone and computer, providing expert advice and exemplary guest service based on industry prescribed best practices Drive conversations using professional sales techniques learned through the NAVIS training process to best serve guests. Up-sell and cross sell effectively to enhance each guest's experience Provide tailored offerings based on guests needs and set follow up appointments Answer general questions and inquiries about our products and the area Actively pursue ongoing training opportunities to remain current on all ASC products and services, programs, policies and departmental/mountain events. Maintain and catalog all information received through training, e-mail, and meetings for easy reference Use available resources to research, troubleshoot, and solve guest issues proficiently, resolving all guest service challenges professionally. Appropriately redirect guest calls to proper department(s) Develop relationships with key ASC personnel to facilitate effective communication with the entire Mountain Sales & Schools department, Ski and Snowboard Schools, Rental/Retail, Administration, Guest Services, Online Services, and Mountain Operations Respond to guest email and correspond with guests via live chat functionality Share feedback with management regarding products and procedures to enhance the guest experience
Qualifications
High School diploma or equivalent required College degree preferred Previous experience using computers required Previous experience using Microsoft Office Suite preferred Navis certification preferred Previous experience working in sales preferred Previous experience working in a professional office environment preferred Fluent in English required Knowledge of Spanish or Portuguese preferred Knowledge of other languages is helpful
Additional Information
Supervision Given and Received
Supervision given: This position has no supervisory responsibilities.
Supervision received: Works under direct supervision of the MSCC Manager. Tasks are assigned according to specific procedures, and work is checked frequently. Instruction, advice and assistance are readily available.
Work Environment and Physical Demands
Ability to be on your feet, kneel and bend for extended periods of time
Regularly work in adverse conditions and requiring the use of protective apparel/equipment to prevent exposure to the elements as well as an office environment and may be required to walk on slippery and uneven surfaces
Must be able to lift, push or pull occasionally up to 50 lbs. individually or with assistance
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen Skiing Company, you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process, please contact Human Resources at 970-###-####.
This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.
Aspen Skiing Company / ASPENX / The Little Nell /Limelight Hotelis an equal opportunity employer.
For an overview of Aspen Skiing Company's benefits and other compensation visit aspensnowmass.com/jobs/benefits
As of March 11th 2022, Aspen Skiing Company, ASPENX, The Little Nell, and The Limelight Hotels will no longer require all active employees to be fully vaccinated in the workplace.Read more about our policies as it relates to employee safety here
Essential Job Functions
Sell products and services for Aspen Skiing Company (ASC) including lift tickets, season passes, lessons, equipment rentals, and other activities by phone as well as in-person at the Riverside Ticket Office. Provide timely follow-up with guests as necessary and convert leads in to sales with confidence incentivized by an uncapped commission structure Answer inbound guest calls through sales and reservation software by phone and computer, providing expert advice and exemplary guest service based on industry prescribed best practices Drive conversations using professional sales techniques learned through the NAVIS training process to best serve guests. Up-sell and cross sell effectively to enhance each guest's experience Provide tailored offerings based on guests needs and set follow up appointments Answer general questions and inquiries about our products and the area Actively pursue ongoing training opportunities to remain current on all ASC products and services, programs, policies and departmental/mountain events. Maintain and catalog all information received through training, e-mail, and meetings for easy reference Use available resources to research, troubleshoot, and solve guest issues proficiently, resolving all guest service challenges professionally. Appropriately redirect guest calls to proper department(s) Develop relationships with key ASC personnel to facilitate effective communication with the entire Mountain Sales & Schools department, Ski and Snowboard Schools, Rental/Retail, Administration, Guest Services, Online Services, and Mountain Operations Respond to guest email and correspond with guests via live chat functionality Share feedback with management regarding products and procedures to enhance the guest experience
Qualifications
High School diploma or equivalent required College degree preferred Previous experience using computers required Previous experience using Microsoft Office Suite preferred Navis certification preferred Previous experience working in sales preferred Previous experience working in a professional office environment preferred Fluent in English required Knowledge of Spanish or Portuguese preferred Knowledge of other languages is helpful
Additional Information
Supervision Given and Received
Supervision given: This position has no supervisory responsibilities.
Supervision received: Works under direct supervision of the MSCC Manager. Tasks are assigned according to specific procedures, and work is checked frequently. Instruction, advice and assistance are readily available.
Work Environment and Physical Demands
Ability to be on your feet, kneel and bend for extended periods of time
Regularly work in adverse conditions and requiring the use of protective apparel/equipment to prevent exposure to the elements as well as an office environment and may be required to walk on slippery and uneven surfaces
Must be able to lift, push or pull occasionally up to 50 lbs. individually or with assistance
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen Skiing Company, you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process, please contact Human Resources at 970-###-####.
This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.
Aspen Skiing Company / ASPENX / The Little Nell /Limelight Hotelis an equal opportunity employer.
For an overview of Aspen Skiing Company's benefits and other compensation visit aspensnowmass.com/jobs/benefits
As of March 11th 2022, Aspen Skiing Company, ASPENX, The Little Nell, and The Limelight Hotels will no longer require all active employees to be fully vaccinated in the workplace.Read more about our policies as it relates to employee safety here
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Call center agent job description example 2
MGM Resorts International call center agent job description
*This position is a remote opportunity that requires residence in Las Vegas area
Become one of the stars behind The SHOW and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.
PRIMARY PURPOSE:
As a VIP Call Center Agent, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Courteously and efficiently, facilitate calls of guests who are responding to casino gaming offers and casino event invites. Assist with all aspects of guest stay by booking modifying, cancelling, hotel, dining, events, entertainment reservations, and other services Anticipate guest needs and/or engages guest to capture all possible up‐sell and cross‐sell opportunities to maximize revenue opportunities Makes decisions for complimentary offers and services based upon an evaluation of customer gaming play.Multi‐task while recording guest information into multiple reservation systems, while ensuring maximum data integrity and accuracy Work with Quality Coaches and Shift Supervisors to evaluate individual performance and make efforts to improve performance where the need has been indicated Assist with guest recovery and escalations Secure and process advance deposits when making reservations Collaborate with all other departments to ensure a smooth response to guest requests Perform other job‐related duties as requested
SUPERVISION:
None
MINIMUM REQUIREMENTS:
High School diploma or equivalent One (1) year of related experience
PREFERRED:
Two (2) years of customer service experience Working knowledge of Patron, Opera, ICE, Autocab, VIPRExperience with clerical or telephone sales
CERTIFICATIONS, LICENSES, REGISTRATIONS:
Gaming License
KNOWLEDGE, SKILLS, AND ABILITIES:
Skills in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services Able to effectively communicate in English, in both written and verbal forms Ability to communicate effectively, concisely and logically in a timely manner and at an appropriate level, while maintaining confidentiality Ability to read and write proficiently to evaluate reports, correspondence and statistical information Currently, this is a work‐from‐home position. You must have a suitable distraction‐free workspace and you shall be responsible for providing a reliable internet connection in your home that provides enough bandwidth to allow you to perform the functions of the job effectively. In addition, you may be asked to attend meetings outside of your home or report to an office location as required.Regular attendance for this position is an essential job function Perception and awareness of individual needs and the ability to handle all situations calmly and professionally Ability to multi-task and work well in a fast paced, team-oriented environment Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail Effective listening abilities with strong judgment skills Ability to type 35 words per minute Knowledge of accommodations room capacities and amenities Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts Maintain a professional, neat and well-groomed appearance adhering to company standards
Location:
US, Nevada
Become one of the stars behind The SHOW and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.
PRIMARY PURPOSE:
As a VIP Call Center Agent, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Courteously and efficiently, facilitate calls of guests who are responding to casino gaming offers and casino event invites. Assist with all aspects of guest stay by booking modifying, cancelling, hotel, dining, events, entertainment reservations, and other services Anticipate guest needs and/or engages guest to capture all possible up‐sell and cross‐sell opportunities to maximize revenue opportunities Makes decisions for complimentary offers and services based upon an evaluation of customer gaming play.Multi‐task while recording guest information into multiple reservation systems, while ensuring maximum data integrity and accuracy Work with Quality Coaches and Shift Supervisors to evaluate individual performance and make efforts to improve performance where the need has been indicated Assist with guest recovery and escalations Secure and process advance deposits when making reservations Collaborate with all other departments to ensure a smooth response to guest requests Perform other job‐related duties as requested
SUPERVISION:
None
MINIMUM REQUIREMENTS:
High School diploma or equivalent One (1) year of related experience
PREFERRED:
Two (2) years of customer service experience Working knowledge of Patron, Opera, ICE, Autocab, VIPRExperience with clerical or telephone sales
CERTIFICATIONS, LICENSES, REGISTRATIONS:
Gaming License
KNOWLEDGE, SKILLS, AND ABILITIES:
Skills in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services Able to effectively communicate in English, in both written and verbal forms Ability to communicate effectively, concisely and logically in a timely manner and at an appropriate level, while maintaining confidentiality Ability to read and write proficiently to evaluate reports, correspondence and statistical information Currently, this is a work‐from‐home position. You must have a suitable distraction‐free workspace and you shall be responsible for providing a reliable internet connection in your home that provides enough bandwidth to allow you to perform the functions of the job effectively. In addition, you may be asked to attend meetings outside of your home or report to an office location as required.Regular attendance for this position is an essential job function Perception and awareness of individual needs and the ability to handle all situations calmly and professionally Ability to multi-task and work well in a fast paced, team-oriented environment Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail Effective listening abilities with strong judgment skills Ability to type 35 words per minute Knowledge of accommodations room capacities and amenities Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts Maintain a professional, neat and well-groomed appearance adhering to company standards
Location:
US, Nevada
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Call center agent job description example 3
Torchmark call center agent job description
About the Job:
Average pay range of $44K or more based on production. If you want to work in a fun, virtual (work from home) environment, then apply today!
Globe Life Inc. is currently seeking Remote Call Center Sales Agents. This position is responsible for receiving and making calls with the intent of promoting and selling Globe Life Insurance products to new and existing customers. The Remote Call Center Sales Agent will provide consultative sales support to match new and existing customers to the products that best meets their needs. The successful candidate will need to be a sales driven person skilled at interacting with the public by phone. We pay for all leads, insurance license and appointments. We pay for continuing education requirements, paid training, competitive pay, plus a weekly, monthly and quarterly incentive pay to make sure you receive the rewards for your efforts.
Primary duties & responsibilities consist of:
- Selling insurance products to new and existing customers
- Handle inbound calls and make follow-up calls
- Responsible for closing business and generating revenue for the company
- Close new accounts by interacting with customers primarily via telephone or email
- Other duties as required
Required Schedule:
Week 1: M-F 11:30am-8:00pm/ Week 2: M-F 11:30am-8:00pm and Saturday 8am-4:30pm or 8:30am-5pm with 1 weekday off during the week with Rotating Saturdays
Required Skills
- Ability to work in a fast paced environment
- Proficient with technology with emphasis in Microsoft Excel, Outlook and Adobe
- Excellent written and verbal communication skills with ability to speak clearly and excellent phone voice
- Self-motivated team player, goal oriented, and driven to succeed
- Confident and passionate
- Patient
- Organizational skills with the ability to multitask by talking, using technology and listening
- Excellent work ethic
Required Knowledge & Experience
- High school or equivalent
- Sales experience a plus
- Insurance experience a plus
- Call Center experience a plus
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Updated March 14, 2024
Updated March 14, 2024