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Become A Call Center Associate

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Working As A Call Center Associate

  • 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

  • $40,000

    Average Salary

What Does A Call Center Associate 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 Associate

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 Associate jobs

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Call Center Associate Career Paths

Call Center Associate
Call Center Supervisor Operations Manager General Manager
Account Manager
5 Yearsyrs
Warehouse Associate Warehouse Manager General Manager
Area Manager
7 Yearsyrs
Patient Service Representative Specialist Operation Supervisor
Assistant General Manager
5 Yearsyrs
Data Entry Associate Technician Service Advisor
Assistant Service Manager
6 Yearsyrs
Data Entry Clerk Office Manager Operations Manager
Branch Manager
6 Yearsyrs
Specialist Project Manager Program Manager
Business Development Manager
9 Yearsyrs
Call Center Representative Call Center Supervisor
Call Center Manager
6 Yearsyrs
Data Entry Associate Service Representative Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
General Manager Service Advisor Assistant Service Manager
Customer Relations Manager
5 Yearsyrs
Service Representative Account Manager Sales Manager
Director Of Sales
10 Yearsyrs
Call Center Supervisor Call Center Manager Operations Manager
General Manager
7 Yearsyrs
Warehouse Associate Technician Technical Support Specialist
Information Technology Manager
8 Yearsyrs
Front Desk Clerk Office Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Data Entry Clerk Home Health Aid Unit Secretary
Office Manager
5 Yearsyrs
Specialist Account Manager
Senior Account Manager
7 Yearsyrs
Call Center Agent Service Representative Customer Care Representative
Senior Representative
5 Yearsyrs
Call Center Representative Security Officer Technician
Service Manager
7 Yearsyrs
Service Representative Specialist Operations Manager
Site Manager
7 Yearsyrs
Patient Service Representative Registered Nurse Team Leader
Team Manager
5 Yearsyrs
Front Desk Clerk Home Health Aid Warehouse Associate
Warehouse Manager
5 Yearsyrs
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Average Length of Employment
Center Specialist 2.6 years
Home Agent 1.7 years
Contact Agent 1.4 years
Call Center Agent 1.3 years
Phone Agent 1.2 years
Call Agent 1.0 years
Top Employers Before
Cashier 12.1%
Internship 5.5%
Server 3.2%
Associate 3.0%
Volunteer 2.5%
Supervisor 2.4%
Manager 2.1%
Top Employers After
Cashier 6.6%
Internship 3.5%
Associate 3.4%
Server 3.0%
Specialist 2.8%
Volunteer 2.5%
Teller 2.4%

Call Center Associate Demographics

Gender

Female

64.3%

Male

33.4%

Unknown

2.3%
Ethnicity

White

79.5%

Hispanic or Latino

11.8%

Asian

6.6%

Unknown

1.3%

Black or African American

0.8%
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Languages Spoken

Spanish

68.7%

French

14.5%

German

2.4%

Russian

2.4%

Italian

2.4%

Portuguese

1.2%

Mandarin

1.2%

Vietnamese

1.2%

Hebrew

1.2%

Japanese

1.2%

Urdu

1.2%

Hindi

1.2%

Arabic

1.2%
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Call Center Associate Education

Schools

University of Phoenix

23.6%

Community College of Rhode Island

8.1%

Liberty University

6.2%

Southern New Hampshire University

5.6%

Southeastern Community College

5.0%

Virginia Commonwealth University

4.3%

Kaplan University

4.3%

Columbus State Community College

3.7%

Northcentral Technical College

3.7%

Kennesaw State University

3.7%

Amarillo College

3.7%

Wake Technical Community College

3.7%

Appalachian State University

3.1%

Arizona State University

3.1%

Houston Community College

3.1%

Kent State University

3.1%

American InterContinental University

3.1%

Southeast Missouri State University

3.1%

Minneapolis Community and Technical College

3.1%

Ultimate Medical Academy - Clearwater

2.5%
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Majors

Business

28.2%

Health Care Administration

7.8%

Psychology

7.2%

Communication

5.9%

Criminal Justice

5.8%

Accounting

5.3%

Computer Science

3.9%

English

3.9%

Liberal Arts

3.7%

General Studies

3.4%

Nursing

3.3%

Management

3.3%

Medical Assisting Services

3.0%

Computer Information Systems

2.6%

Marketing

2.5%

Information Technology

2.5%

Political Science

2.0%

Graphic Design

2.0%

Fine Arts

1.9%

Education

1.9%
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Degrees

Bachelors

36.1%

Other

30.4%

Associate

17.0%

Masters

7.9%

Certificate

6.0%

Diploma

2.1%

Doctorate

0.5%

License

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Call Center Associate

CustomerServiceSkillsTelephoneCallsInboundCallsDataEntryPhoneCallsCustomerInquiriesOutboundCustomerCallsHighCallVolumeCustomerServiceCallsEnsureCustomerSatisfactionFinancialComputerSystemsand/orAlumniCustomerComplaintsTroubleshootProblemsCustomerInformationTechnicalSupportCommunicationSkillsCustomerServiceIssuesTemporary

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Top Call Center Associate Skills

  1. Customer Service Skills
  2. Telephone Calls
  3. Inbound Calls
You can check out examples of real life uses of top skills on resumes here:
  • Position required extensive contact with plant and vendor personnel, good customer service skills and excellent research and problem resolution skills.
  • Obtained client information by answering telephone calls, interviewing clients and verifying information.
  • Received inbound calls from clients concerning their bank account(s).
  • Purchased national advertising orders and provided data entry.
  • Manage and resolve customer complaints Using PBX phone direct phone calls to departments Process phone sales

Top Call Center Associate Employers

Call Center Associate Videos

Royal Bank of Canada Call Centre Associate Job

CIBC Call Centre Associate Job

A Day in the Life: Call Center Agent

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