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Become A Call Center Representative

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Working As A Call Center Representative

  • 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 Representative 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 Representative

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 Representative jobs

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Average Length of Employment
Center Specialist 2.6 years
Representative 2.1 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 19.9%
Server 3.2%
Internship 2.5%
Waitress 2.1%
Manager 2.1%
Hostess 2.0%
Teller 1.9%
Top Employers After
Cashier 12.2%
Server 3.4%
Manager 2.2%
Internship 2.0%

Call Center Representative Demographics

Gender

Female

72.6%

Male

24.9%

Unknown

2.5%
Ethnicity

White

78.5%

Hispanic or Latino

13.0%

Asian

6.4%

Unknown

1.5%

Black or African American

0.6%
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Languages Spoken

Spanish

74.4%

French

7.8%

German

2.6%

Russian

2.3%

Portuguese

2.3%

Arabic

1.6%

Japanese

1.0%

Korean

0.9%

Italian

0.9%

Mandarin

0.8%

Chinese

0.7%

Vietnamese

0.7%

Hmong

0.7%

Cantonese

0.7%

Tagalog

0.7%

Hindi

0.4%

Filipino

0.4%

Dutch

0.3%

Bulgarian

0.3%

Turkish

0.3%
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Call Center Representative Education

Schools

University of Phoenix

25.5%

Ashford University

6.0%

Strayer University

5.7%

Kaplan University

5.4%

Southern New Hampshire University

5.0%

Grand Canyon University

4.6%

American InterContinental University

4.3%

Ultimate Medical Academy - Clearwater

4.0%

Liberty University

4.0%

Houston Community College

3.9%

Community College of Rhode Island

3.9%

Ivy Tech Community College of Indiana

3.5%

Northern Virginia Community College

3.4%

Trident Technical College

3.3%

Henry Ford College

3.0%

Everest Institute

3.0%

University of North Carolina at Greensboro

3.0%

Georgia State University

2.9%

Southwest Tennessee Community College

2.8%

Bryant and Stratton College

2.7%
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Majors

Business

24.9%

Health Care Administration

7.9%

Criminal Justice

7.7%

Psychology

6.7%

Medical Assisting Services

6.6%

Nursing

6.3%

General Studies

5.3%

Accounting

4.6%

Communication

4.3%

Computer Science

3.0%

Liberal Arts

3.0%

Education

2.5%

Management

2.5%

Cosmetology

2.5%

Nursing Assistants

2.2%

Marketing

2.1%

English

2.0%

Information Technology

2.0%

Computer Information Systems

2.0%

Human Services

1.9%
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Degrees

Other

39.8%

Bachelors

27.9%

Associate

17.6%

Certificate

6.4%

Masters

4.4%

Diploma

3.0%

License

0.7%

Doctorate

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Call Center Representative

DataEntryInboundPhoneCallsCustomerServiceInquiriesCreditCardCustomerInformationOutboundCustomerCallsHighCallVolumeInternetCommunicationSkillsCustomerProductComplaintsCustomerServiceIssuesCustomerServiceSkillsTroubleshootScheduleAppointmentsTechnicalSupportComputerSkillsTelephoneCallsAccountInformationTPotentialCustomers

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Top Call Center Representative Skills

  1. Data Entry
  2. Inbound Phone Calls
  3. Customer Service Inquiries
You can check out examples of real life uses of top skills on resumes here:
  • Performed data entry, collections, review accounts, verify identity, handled violations, photos cameras.
  • Received Inbound phone calls from customers regarding possible fraudulent activity on credit card accounts, verified identity of customers and transactions.
  • Responded professionally to customer service inquiries and problems.
  • Demonstrated trustworthiness by responsibly managing credit card transactions accurately.
  • Processed account transfers Managed branch products and customer information Provided account status data

Top Call Center Representative Employers

Call Center Representative Videos

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

A Day in the Life: Call Center Agent

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