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PERSONALIZED JOBS

Become A Call Worker

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Working As A Call Worker

  • 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

  • $31,720

    Average Salary

What Does A Call Worker 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 Worker

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 Worker jobs

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Call Worker Demographics

Gender

Female

55.4%

Male

42.9%

Unknown

1.8%
Ethnicity

White

84.8%

Hispanic or Latino

9.0%

Asian

4.6%

Unknown

1.2%

Black or African American

0.3%
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Languages Spoken

German

50.0%

Spanish

50.0%

Call Worker Education

Schools

University of Missouri - Saint Louis

8.3%

Troy University

8.3%

Ashford University

8.3%

Loyola University of Chicago

8.3%

University of Washington

4.2%

Chamberlain College of Nursing

4.2%

Western Illinois University

4.2%

Whittier College

4.2%

Northern Maine Community College

4.2%

Mercyhurst University

4.2%

Bethel University (Minnesota)

4.2%

National University

4.2%

Oakland University

4.2%

Medaille College

4.2%

University of Pennsylvania

4.2%

Ursuline College

4.2%

Essex County College

4.2%

Ohio State University

4.2%

Rochester Community and Technical College

4.2%

University of Memphis

4.2%
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Majors

Business

12.5%

Criminal Justice

10.4%

Communication

8.3%

Management

6.3%

Psychology

6.3%

Health/Medical Preparatory Programs

6.3%

Computer Science

6.3%

Pharmacy

4.2%

International Relations

4.2%

Kinesiology

4.2%

English

4.2%

History

4.2%

Secretarial And Administrative Science

4.2%

Social Work

4.2%

Electrical Engineering

4.2%

Drafting And Design

2.1%

Mental Health Counseling

2.1%

Health Sciences And Services

2.1%

Religion

2.1%

Accounting

2.1%
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Degrees

Bachelors

36.3%

Other

28.7%

Associate

16.3%

Masters

8.8%

Certificate

7.5%

Diploma

1.3%

Doctorate

1.3%
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Top Skills for A Call Worker

CustomerServiceDataEntryComputerSkillsPhoneCallsOutboundCallsBandStaffIphonesCommunicationSkillsOrganizationalSkillsFollow-UpCallsMedicareTechnicalSupportTemporaryCustomerIssuesTanfNHippaModerateTasksTollCollectionCRM

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Top Call Worker Skills

  1. Customer Service
  2. Data Entry
  3. Computer Skills
You can check out examples of real life uses of top skills on resumes here:
  • Demonstrated mastery of customer service call script within specified time frames.
  • Use several systems for customers' accounts and general data entry.
  • answered multiple line phone calls, data entry, provided basic office coverage.
  • Answered inbound calls and made outbound calls to clients to help them book tickets.
  • Organized all collected data into spreadsheets of contacts to submit to the band staff weekly.

Top Call Worker Employers

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