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Become A Call Center Coordinator

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Working As A Call Center Coordinator

  • 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

  • $36,000

    Average Salary

What Does A Call Center Coordinator 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 Coordinator

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 Coordinator Career Paths

Call Center Coordinator
Human Resources Coordinator Executive Assistant Office Manager
Account Manager
5 Yearsyrs
Human Resources Coordinator Executive Assistant Assistant Manager
District Manager
7 Yearsyrs
Human Resources Coordinator Executive Assistant Manager
Operations Director
9 Yearsyrs
Coordinator Team Leader Store Manager
Area Manager
7 Yearsyrs
Coordinator Team Leader Manager
Service Manager
6 Yearsyrs
Coordinator Team Leader Office Manager
Accounting Manager
7 Yearsyrs
Certified Nursing Assistant Specialist Consultant
Business Development Manager
9 Yearsyrs
Certified Nursing Assistant Specialist Account Executive
Senior Account Manager
7 Yearsyrs
Certified Nursing Assistant Technician Consultant
Information Technology Manager
7 Yearsyrs
Service Coordinator Consultant Office Manager
Business Office Manager
7 Yearsyrs
Service Coordinator Therapist Supervisor
Site Manager
7 Yearsyrs
Service Coordinator Program Coordinator Account Executive
Sales Account Manager
6 Yearsyrs
Technical Support Specialist Business Analyst Account Manager
Sales And Marketing Manager
6 Yearsyrs
Technical Support Specialist Business Analyst Assistant Manager
Center Manager
6 Yearsyrs
Technical Support Specialist Analyst Account Manager
Client Services Manager
7 Yearsyrs
Business Analyst Manager Account Manager
Relationship Manager
6 Yearsyrs
Accounts Payable Clerk Buyer Customer Service Manager
Call Center Manager
6 Yearsyrs
Accounts Payable Clerk Specialist Administrator
Administrative Manager
6 Yearsyrs
Accounts Payable Clerk Administrator Case Manager
Customer Care Manager
7 Yearsyrs
Dispatcher Administrator Senior Administrative Assistant
Senior Administrative Coordinator
6 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Team Coordinator 3.1 years
Lead Coordinator 3.0 years
Center Coordinator 2.9 years
Coordinator 2.7 years
Center Specialist 2.6 years
Client Coordinator 2.2 years
Call Center Agent 1.3 years
Top Careers Before Call Center Coordinator
Cashier 9.8%
Internship 3.6%
Manager 2.9%
Supervisor 2.5%
Top Careers After Call Center Coordinator
Cashier 4.8%
Manager 2.9%
Analyst 2.9%
Volunteer 2.7%

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Top Skills for A Call Center Coordinator

  1. Customer Service
  2. Phone Calls
  3. Healthcare
You can check out examples of real life uses of top skills on resumes here:
  • Analyzed customer service representatives' calls, to identify productivity and pattern trends to optimize service levels.
  • Performed standard communication (phone calls, emails, and letters) to appropriate parties throughout the duration of the claim.
  • Manage incoming calls for major provider of healthcare information services in a fast paced call center environment.
  • Provided customer service above and beyond expectations of those patients who I came in contact with while scheduling appointments.
  • Entered customer demographics, address updates and other data entry information.

Call Center Coordinator Demographics

Gender

Female

65.0%

Male

24.0%

Unknown

11.0%
Ethnicity

White

60.3%

Hispanic or Latino

18.6%

Black or African American

11.8%

Asian

6.1%

Unknown

3.3%
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Foreign Languages Spoken

Spanish

87.8%

Portuguese

4.9%

Russian

2.4%

Romanian

2.4%

French

2.4%
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Call Center Coordinator Education

Schools

University of Phoenix

26.1%

Strayer University

9.2%

Ashford University

6.7%

Miami Dade College

5.9%

Temple University

5.0%

Daytona State College

4.2%

Virginia Commonwealth University

4.2%

Kaplan University

4.2%

Capella University

4.2%

Franklin University

3.4%

Northern Virginia Community College

3.4%

Indiana Wesleyan University

3.4%

Appalachian State University

2.5%

Indiana University - Purdue University Fort Wayne

2.5%

Community College of Philadelphia

2.5%

City Colleges of Chicago-Harold Washington College

2.5%

University of Cincinnati

2.5%

Bowling Green State University

2.5%

The Academy

2.5%

Forsyth Technical Community College

2.5%
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Majors

Business

31.4%

Health Care Administration

7.6%

Psychology

6.8%

Nursing

5.8%

Liberal Arts

4.3%

Marketing

4.1%

Management

3.9%

Accounting

3.9%

Criminal Justice

3.7%

Communication

3.5%

Computer Information Systems

3.1%

Computer Science

2.9%

Information Technology

2.9%

English

2.7%

Medical Assisting Services

2.7%

Education

2.5%

Human Services

2.5%

Human Resources Management

2.1%

General Studies

1.9%

Social Work

1.7%
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Degrees

Bachelors

32.0%

Other

26.5%

Associate

18.9%

Masters

13.0%

Certificate

6.3%

Diploma

2.4%

Doctorate

0.5%

License

0.4%
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