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Call center representative skills for your resume and career

Updated January 8, 2025
5 min read
Call center representative example skills

One of the most important hard skills a call center representative can possess is experience professionally making outbound calls and receiving inbound calls because this will form the basis of the job. It's also important for call center representatives to have the hard skill of data entry, and technical support. They may also need the hard skills of scheduling appointments depending on the industry.


When it comes to soft skills, call center representatives should have strong customer service skills above all else. Call center representatives need to talk to a high volume of people as a basic factor of their job, so communication skills are also crucial.

Below we've compiled a list of the most critical call center representative skills. We ranked the top skills for call center representatives based on the percentage of resumes they appeared on. For example, 80.0% of call center representative resumes contained strong customer service as a skill. Continue reading to find out what skills a call center representative needs to be successful in the workplace.

15 call center representative skills for your resume and career

1. Strong Customer Service

Here's how call center representatives use strong customer service:
  • Maintained strong customer service to guarantee positive communications with callers.
  • Provide strong customer service via telephone system, answer incoming calls, take orders and revised all pending transactions.

2. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how call center representatives use customer service:
  • Processed authorizations for medical appointments and procedures, placed outgoing phone calls to complete follow-up on customer service requests as necessary.
  • Answered customer inquires, completed transactions, activated cards, provided quality customer service, maintains call center database by entering information

3. Patients

Here's how call center representatives use patients:
  • Collected demographic information for new and established patients and loaded required information into computerized scheduling system.
  • Verify Insurance Eligibility and Benefits for all patients including Medicaid and Managed Care Medicaid Patients.

4. Data Entry

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Here's how call center representatives use data entry:
  • Utilized data entry skills to maintain documentation of calls and accurate records to contribute to regulatory compliance and department efficiency.
  • Performed data entry services with regard to updating alumni information and processing confidential financial transactions for the Annual Fund Campaign.

5. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how call center representatives use troubleshoot:
  • Responsibilities-Managed and troubleshoot Customer accounts-Took payments-Created new accounts-Used multiple screens
  • Provide over-the-phone technical support * Effectively troubleshoot electronics * Collect demographics and properly document call information

6. Inbound Phone Calls

Here's how call center representatives use inbound phone calls:
  • Communicate regularly and effectively through outbound/inbound phone calls with mortgagors who are delinquent on their mortgage.
  • Take inbound phone calls-Set up service requests-Update account information-Upgrade customers to newer and better packages

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7. Health Insurance

Here's how call center representatives use health insurance:
  • Determined callers' eligibility for Advanced Premium Tax Credit and refer ineligible callers to outside agencies for health insurance assistance.
  • Assisted participants with health insurance plans as well as assisting with retirement benefits and completing necessary forms and documentation.

8. Customer Interaction

Customer interaction is communication between a company and its customers. Through customer interaction, a company is able to solve the various queries its customers have, convey different packages, and range of services provided by the company, and receive suggestions from the customers.

Here's how call center representatives use customer interaction:
  • Documented all customer interactions using various computer programs and maintained up-to-date customer information via a computer database.
  • Performed i-Care documentation of all customer interactions properly and immediately according to published policies and procedures.

9. Schedule Appointments

Here's how call center representatives use schedule appointments:
  • Schedule appointments accurately in order to maximize practitioners time over multiple locations.
  • Received inbound telephone calls from customers to schedule appointments for technical assistance.

10. Telephone Calls

Telephone calls are a communication means through which a caller is connected to the called party. The call is done through a telecommunications device called a telephone. The caller can use a landline, mobile phone, or satellite phone to make the call.

Here's how call center representatives use telephone calls:
  • Handled inbound customer telephone calls regarding coverage, eligibility and pricing in addition to ordering all mail order prescription products.
  • Check identification for incoming visitors/employees Monitor facility activities on video surveillance Greet guest/visitors/employees Receive incoming external and internal telephone calls.

11. Call Handling

Here's how call center representatives use call handling:
  • Answered calls within management standards, consistently delivered quality call handling and meets established metric/goals.
  • Reviewed call handling regularly with supervisors.

12. Computer System

Here's how call center representatives use computer system:
  • Researched required information using available resources such as National Emergency Management Information System (NEMIS) computer system.
  • Mastered client information by learning accounts quickly to convey correct information into customized computer systems for client records.

13. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how call center representatives use credit card:
  • Included phone activation/deactivation, options counseling and activation, credit card processing, problem resolution.
  • Handled payment/credit card information and assisted with medical issues and unusual travel situations.

14. HIPAA

Here's how call center representatives use hipaa:
  • Documented all relevant information regarding patients and providers while abiding by all HIPAA and associated patient confidentially requirements.
  • Addressed customer issues/requests within HIPAA guidelines for pharmaceutical benefits management company.

15. Customer Inquiries

Here's how call center representatives use customer inquiries:
  • Provided accurate and appropriate information in response to customer inquiries, made reasonable exceptions in procedure to accommodate unusual customer requests.
  • Responded to customer inquiries, requests and resolved issues efficiently and professionally to ensure members received accurate and complete information.
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List of call center representative skills to add to your resume

Call center representative skills

The most important skills for a call center representative resume and required skills for a call center representative to have include:

  • Strong Customer Service
  • Customer Service
  • Patients
  • Data Entry
  • Troubleshoot
  • Inbound Phone Calls
  • Health Insurance
  • Customer Interaction
  • Schedule Appointments
  • Telephone Calls
  • Call Handling
  • Computer System
  • Credit Card
  • HIPAA
  • Customer Inquiries
  • Customer Support
  • Quality Standards
  • Problem Resolution
  • Customer Accounts
  • Medicare
  • Medicaid
  • Customer Issues
  • Quality Customer Service
  • Upselling
  • Technical Issues
  • Customer Product Complaints
  • Customer Orders
  • Telephone Inquiries
  • Call Center Support
  • Customer Feedback
  • Payment Arrangements
  • Time Scheduling
  • Outbound Customer Calls
  • Billing Issues
  • Hippa
  • Billing Inquiries
  • Transferring Calls
  • Customer Satisfaction
  • Equipment Operational
  • Process Changes
  • Customer Loyalty
  • Management System
  • Organization Reputation
  • Customer Grievances
  • Mobile Banking
  • Allergies
  • Technical Troubleshooting
  • Call Tracking
  • Phone Queues

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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