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Become A Contact Agent

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Working As A Contact Agent

  • 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

  • $30,000

    Average Salary

What Does A Contact Agent 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 Contact Agent

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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Contact Agent Career Paths

Contact Agent
Certified Nursing Assistant Team Leader Assistant Manager
Sales Manager
5 Yearsyrs
Certified Nursing Assistant Team Leader Manager
Account Manager
5 Yearsyrs
Certified Nursing Assistant Team Leader Store Manager
Branch Manager
6 Yearsyrs
Specialist Consultant Office Manager
Accounting Manager
7 Yearsyrs
Specialist Consultant General Manager
Director Of Sales
10 Yearsyrs
Specialist Consultant Account Manager
Senior Account Manager
7 Yearsyrs
Technical Support Specialist Systems Engineer Project Manager
Business Development Manager
9 Yearsyrs
Technical Support Specialist Field Service Technician Owner
Marketing Director
7 Yearsyrs
Technical Support Specialist Business Analyst Manager
Regional Sales Manager
9 Yearsyrs
Member Service Representative Service Representative Account Executive
Territory Manager
7 Yearsyrs
Member Service Representative Loan Officer Account Executive
Sales And Marketing Manager
6 Yearsyrs
Member Service Representative Account Representative Account Executive
Sales Account Manager
6 Yearsyrs
Collections Representative Service Representative Administrator
Business Office Manager
7 Yearsyrs
Collections Representative Collections Specialist Credit Analyst
Relationship Manager
6 Yearsyrs
Collections Representative Credit Analyst Assistant Manager
Center Manager
6 Yearsyrs
Assistant Executive Assistant Account Manager
Client Services Manager
7 Yearsyrs
Assistant Executive Assistant Customer Service Manager
Call Center Manager
6 Yearsyrs
Assistant Executive Assistant Operations Manager
Manager, Assistant Vice President
7 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Representative 2.2 years
Agent 2.1 years
Contact Agent 2.0 years
Agent Assistant 2.0 years
Customer Agent 2.0 years
Billing Agent 1.7 years
Call Center Agent 1.3 years
Phone Agent 1.2 years
Call Agent 1.0 years
Top Careers Before Contact Agent
Cashier 14.3%
Internship 4.1%
Teller 3.4%
Agent 2.9%
Server 2.6%
Clerk 1.9%
Manager 1.9%
Supervisor 1.8%
Top Careers After Contact Agent
Cashier 6.6%
Agent 5.0%
Specialist 2.7%
Analyst 2.7%

Do you work as a Contact Agent?

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Top Skills for A Contact Agent

  1. Customer Service
  2. Phone Calls
  3. Outbound Calls
You can check out examples of real life uses of top skills on resumes here:
  • Provided personalized Customer Service to all patients at the highest level including empathetic understanding to sensitive health care needs.
  • Handle inbound phone calls persuasively and effectively in accordance with Federal regulations and department procedures and guidelines.
  • Communicate with customers via inbound/outbound calls regarding student loans.
  • Performed telephone and email customer service activities providing information about TSA policy and screening procedures.
  • Handled 95 incoming calls per day including data entry, and provided superior customer satisfaction.

Contact Agent Demographics

Gender

Female

59.2%

Male

28.3%

Unknown

12.6%
Ethnicity

White

60.7%

Hispanic or Latino

17.4%

Black or African American

11.0%

Asian

6.9%

Unknown

4.0%
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Foreign Languages Spoken

Spanish

61.5%

French

11.5%

Italian

7.7%

Mandarin

3.8%

Arabic

3.8%

Portuguese

1.9%

Somali

1.9%

Chinese

1.9%

Dutch

1.9%

Russian

1.9%

Polish

1.9%
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Contact Agent Education

Schools

University of Phoenix

17.9%

Liberty University

8.1%

Strayer University

6.5%

Central Piedmont Community College

5.7%

University of Cincinnati

5.7%

California State University - Chico

5.7%

Wilkes Community College

4.1%

Florida State College at Jacksonville

4.1%

City Colleges of Chicago-Olive-Harvey College

4.1%

DePaul University

4.1%

Central New Mexico Community College

4.1%

Community College of Rhode Island

4.1%

ECPI University

3.3%

Wayne State University

3.3%

Mid-State Technical College

3.3%

Rhode Island College

3.3%

Austin Community College

3.3%

Kaplan University

3.3%

Idaho State University

3.3%

Saint Petersburg College

3.3%
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Majors

Business

27.4%

Health Care Administration

7.3%

Communication

6.3%

Criminal Justice

6.1%

Medical Assisting Services

5.7%

Accounting

5.1%

Nursing

4.9%

English

3.9%

Psychology

3.9%

Computer Information Systems

3.5%

Management

3.3%

Computer Science

3.1%

Liberal Arts

3.0%

Marketing

3.0%

General Studies

2.8%

Education

2.4%

Elementary Education

2.2%

Human Resources Management

2.2%

Information Technology

2.2%

Legal Support Services

1.8%
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Degrees

Bachelors

34.2%

Other

33.3%

Associate

14.9%

Certificate

7.5%

Masters

7.1%

Diploma

2.6%

License

0.4%
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