Call center representatives are employees who take customer calls in the company's contact center. They answer incoming calls related to their account. Call center representatives are trained on the company's products, policies, and guidelines. They are expected to know the ins and outs of every company product under their account before they are assigned to the operations floor. Once they are deemed efficient enough to handle calls, they begin to take customer inquiries and try to resolve them during the call. Call center representatives are expected to follow company policies and procedures and to meet the goals set by the company.

Call Center Representative Responsibilities

Here are examples of responsibilities from real call center representative resumes representing typical tasks they are likely to perform in their roles.

  • Manage incoming calls for major provider of healthcare information services in a fast pace call center environment.
  • Manage Facebook and patient communication programs.
  • Answer and dispatch incoming telephone calls including on call doctor-patient and emergency service calls.
  • Perform downloads on credit card terminals as needed, investigate connectivity issues, and perform internet troubleshooting.
  • Disburse communication equipment to all authorize field representatives and provide travel information, using the internet and geographic maps.
  • Maintain multiple phone lines and provide excellent customer service as well as facilitated communication between shipping companies and the customer.
  • Navigate several screens and windows.
  • Install windows, doors, cabinets, flooring.
  • Recruit and place healthcare professionals on various assignments in a health care facility.
  • Produce weekly and monthly KPI reports reflecting internal and external work order completion to management.
Call Center Representative Traits
Communication skills shows that you are able to relay your thoughts, opinions and ideas clearly to those around you.
Computer skills involves understanding how to operate a computer, as well as computer programs and applications.
Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer.

Call Center Representative Job Description

When it comes to understanding what a call center representative does, you may be wondering, "should I become a call center representative?" The data included in this section may help you decide. Compared to other jobs, call center representatives have a growth rate described as "decline" at -2% between the years 2018 - 2028, according to the Bureau of Labor Statistics. In fact, the number of call center representative opportunities that are predicted to open up by 2028 is -51,600.

On average, the call center representative annual salary is $27,349 per year, which translates to $13.15 an hour. Generally speaking, call center representatives earn anywhere from $20,000 to $36,000 a year, which means that the top-earning call center representatives make $16,000 more than the ones at the lower end of the spectrum.

Once you've become a call center representative, you may be curious about what other opportunities are out there. Careers aren't one size fits all. For that reason, we discovered some other jobs that you may find appealing. Some jobs you might find interesting include an associate customer service representative, customer relations representative, business representative, and customer care representative.

Call Center Representative Jobs You Might Like

Call Center Representative Resume Examples

Call Center Representative Skills and Personality Traits

We calculated that 17% of Call Center Representatives are proficient in Customer Service, Communication, and Data Entry. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.

We break down the percentage of Call Center Representatives that have these skills listed on their resume here:

  • Customer Service, 17%

    Processed authorizations for medical appointments and procedures, placed outgoing phone calls to complete follow-up on customer service requests as necessary.

  • Communication, 16%

    Maintained multiple phone lines and provided excellent customer service as well as facilitated communication between shipping companies and the customer.

  • Data Entry, 8%

    Performed data entry services with regard to updating alumni information and processing confidential financial transactions for the Annual Fund Campaign.

  • Outbound Calls, 4%

    Received inbound and made outbound calls to Pharmaceutical Representatives seeking properly working technology equipment.

  • Troubleshoot, 3%

    Responsibilities-Managed and troubleshoot Customer accounts-Took payments-Created new accounts-Used multiple screens

  • Health Care, 3%

    Answered incoming calls from nursing facilities, physicians, patients or health care providers regarding laboratory results while ensuring customer confidentially.

Most call center representatives list "customer service," "communication," and "data entry" as skills on their resumes. We go into more details on the most important call center representative responsibilities here:

  • Communication skills can be considered to be the most important personality trait for a call center representative to have. According to a call center representative resume, "customer service representatives must be able to provide clear information in writing, by phone, or in person." Call center representatives are able to use communication skills in the following example we gathered from a resume: "use word, excel and accurate data entry and has excellent communicational skills with customers. "
  • Another trait important for fulfilling call center representative duties is computer skills. According to a call center representative resume, "customer service representatives must be adept at using computers.  ." Here's an example of how call center representatives are able to utilize computer skills: "computerized appointment scheduling (medflow/allscripts software). "
  • Call center representatives are also known for customer-service skills, which can be critical when it comes to performing their duties. An example of why this skill is important is shown by this snippet that we found in a call center representative resume: "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." We also found this resume example that details how this skill is put to the test: "help customers overcome obstacles by clarifying issues, researching and exploring answers, scheduling appointments for consultation and escalating unresolved problems. "
  • A thorough review of lots of resumes revealed to us that "interpersonal skills" is important to completing call center representative responsibilities. This resume example shows just one way call center representatives use this skill: "representatives should be able to create positive interactions with customers." Here's an example of how this skill is used from a resume that represents typical call center representative tasks: "displayed courtesy and strong interpersonal skills with all consumers interactions and provided thoroughsupport and problem resolutions for consumers. "
  • Yet another important skill that a call center representative must demonstrate is "listening skills." Representatives must listen carefully to ensure that they understand customers in order to assist them. This is clearly demonstrated in this example from a call center representative who stated: "communicated with health care providers to obtain information on behalf of client inquires. "
  • Lastly, this career requires you to be skillful in "patience." According to call center representative resumes, "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example highlights how call center representative responsibilities rely on this skill: "handled multiple outbound calls to patience verified patients appointment status made sure customer information was accurate in database. "
  • See the full list of call center representative skills.

    Before becoming a call center representative, 25.5% earned their bachelor's degree. When it comes down to graduating with a master's degree, 2.0% call center representatives went for the extra education. If you're wanting to pursue this career, it may be possible to be successful with a high school degree. In fact, some call center representatives have a college degree. But about one out of every three call center representatives didn't attend college at all.

    Those call center representatives who do attend college, typically earn either business degrees or general studies degrees. Less commonly earned degrees for call center representatives include criminal justice degrees or psychology degrees.

    Once you've obtained the level of education you're comfortable with, you might start applying to companies to become a call center representative. We've found that most call center representative resumes include experience from Aerotek, CarMax, and Walgreens. Of recent, Aerotek had 47 positions open for call center representatives. Meanwhile, there are 33 job openings at CarMax and 33 at Walgreens.

    But if you're interested in companies where you might earn a high salary, call center representatives tend to earn the biggest salaries at AT&T;, Dish Network, and Amica Mutual Insurance. Take AT&T; for example. The median call center representative salary is $41,871. At Dish Network, call center representatives earn an average of $41,106, while the average at Amica Mutual Insurance is $40,970. You should take into consideration how difficult it might be to secure a job with one of these companies.

    View more details on call center representative salaries across the United States.

    The industries that call center representatives fulfill the most roles in are the finance and professional industries. But the highest call center representative annual salary is in the finance industry, averaging $33,287. In the health care industry they make $31,547 and average about $29,208 in the media industry. In conclusion, call center representatives who work in the finance industry earn a 37.8% higher salary than call center representatives in the professional industry.

    The three companies that hire the most prestigious call center representatives are:

      What Associate Customer Service Representatives Do

      An associate customer service representative is responsible for providing high customer service by assisting customers on their inquiries and concerns, as well as resolving and escalating high-level complaints to the supervisor or tenured customer service representative. Associate customer service representatives also process orders and payments from the customers, replacing defective items, and issuing refunds as needed. They must have excellent communication and organizational skills, especially on handling data processing procedures to the database for reference to customer concerns.

      We looked at the average call center representative annual salary and compared it with the average of an associate customer service representative. Generally speaking, associate customer service representatives receive $998 higher pay than call center representatives per year.

      While the salaries between these two careers can be different, they do share some of the same responsibilities. Employees in both call center representatives and associate customer service representatives positions are skilled in customer service, communication, and outbound calls.

      As far as similarities go, this is where it ends because a call center representative responsibility requires skills such as "data entry," "health care," "scheduling appointments," and "high call volume." Whereas a associate customer service representative is skilled in "customer complaints," "new merchandise," "high volume," and "sales floor." So if you're looking for what truly separates the two careers, you've found it.

      Associate customer service representatives tend to make the most money in the insurance industry by averaging a salary of $39,782. In contrast, call center representatives make the biggest average salary of $33,287 in the finance industry.

      On average, associate customer service representatives reach similar levels of education than call center representatives. Associate customer service representatives are 0.5% more likely to earn a Master's Degree and 0.1% less likely to graduate with a Doctoral Degree.

      What Are The Duties Of a Customer Relations Representative?

      A customer relations representative is responsible for providing the highest customer service by interacting with customers to respond to their inquiries and concerns, process their requests, and resolve their complaints. Customer relations representatives assist the customers with their needs by offering products and services according to their requirements and budget limitations. They may also sell newly launched products to the customers, discuss features and usability, and generate payments and delivery details. A customer relations representative must have excellent communication and organizational skills to maintain healthy business relationships with the customers to achieve the company's long-term goals and objectives.

      The next role we're going to look at is the customer relations representative profession. Typically, this position earns a higher pay. In fact, they earn a $613 higher salary than call center representatives per year.

      While the salary may be different for these job positions, there is one similarity and that's a few of the skills needed to perform certain duties. We used info from lots of resumes to find that both call center representatives and customer relations representatives are known to have skills such as "customer service," "communication," and "data entry. "

      In addition to the difference in salary, there are some other key differences that are worth noting. For example, call center representative responsibilities are more likely to require skills like "troubleshoot," "health care," "internet," and "high call volume." Meanwhile, a customer relations representative might be skilled in areas such as "customer relations," "customer complaints," "customer retention," and "phone calls." These differences highlight just how different the day-to-day in each role looks.

      It's been discovered that customer relations representatives earn higher salaries compared to call center representatives, but we wanted to find out where customer relations representatives earned the most pay. The answer? The manufacturing industry. The average salary in the industry is $43,637. Additionally, call center representatives earn the highest paychecks in the finance with an average salary of $33,287.

      When it comes to the differences in education between the two professions, customer relations representatives tend to reach similar levels of education than call center representatives. In fact, they're 4.8% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.

      How a Business Representative Compares

      Typically working as a member of a company's sales team, a business representative offers products and services to customers through appointments or calls and correspondence, securing sales and customer satisfaction. Among their responsibilities include answering inquiries, processing payments, assisting clients in filling out forms, negotiating contracts, developing sales strategies, researching new business and client opportunities, and producing sales reports. Furthermore, as a business representative, it is essential to have a great understanding of the company's vision and mission, including its policies and regulations.

      The business representative profession generally makes a higher amount of money when compared to the average salary of call center representatives. The difference in salaries is business representatives making $20,201 higher than call center representatives.

      By looking over several call center representatives and business representatives resumes, we found that both roles utilize similar skills, such as "customer service," "communication," and "outbound calls." But beyond that the careers look very different.

      Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Some examples from call center representative resumes include skills like "data entry," "health care," "internet," and "telephone calls," whereas a business representative might be skilled in "business development," "powerpoint," "financial services," and "external customers. "

      Interestingly enough, business representatives earn the most pay in the technology industry, where they command an average salary of $60,828. As mentioned previously, call center representatives highest annual salary comes from the finance industry with an average salary of $33,287.

      Business representatives typically study at higher levels compared with call center representatives. For example, they're 6.2% more likely to graduate with a Master's Degree, and 1.4% more likely to earn a Doctoral Degree.

      Description Of a Customer Care Representative

      A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.

      Now, we'll look at customer care representatives, who generally average a higher pay when compared to call center representatives annual salary. In fact, the difference is about $2,883 per year.

      While both call center representatives and customer care representatives complete day-to-day tasks using similar skills like customer service, communication, and data entry, the two careers also vary in other skills.

      Each job requires different skills like "health care," "internet," "scheduling appointments," and "customers needs," which might show up on a call center representative resume. Whereas customer care representative might include skills like "customer care," "external customers," "internal customers," and "customer complaints."

      In general, customer care representatives make a higher salary in the professional industry with an average of $36,782. The highest call center representative annual salary stems from the finance industry.

      Customer care representatives reach similar levels of education when compared to call center representatives. The difference is that they're 2.2% more likely to earn a Master's Degree more, and 0.0% more likely to graduate with a Doctoral Degree.