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Become A Phone Agent

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Working As A Phone 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

  • $28,000

    Average Salary

What Does A Phone 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 Phone 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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Phone Agent Career Paths

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Help others decide if this is a good career for them

Average Length of Employment
Agent 2.1 years
Customer Agent 2.0 years
Home Agent 1.8 years
Billing Agent 1.7 years
Contact Agent 1.7 years
Phone Sales 1.6 years
Call Center Agent 1.3 years
Call Agent 1.0 years
Phone Agent 1.0 years
Top Careers Before Phone Agent
Cashier 24.8%
Server 3.9%
Manager 3.0%
Waitress 2.2%
Agent 2.2%
Hostess 2.2%
Internship 2.1%
Supervisor 1.9%
Top Careers After Phone Agent
Cashier 19.0%
Server 4.2%
Agent 3.6%
Supervisor 2.5%
Driver 2.4%
Manager 2.2%

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Top Skills for A Phone Agent

  1. Customer Service
  2. Phone Calls
  3. Credit Card Transactions
You can check out examples of real life uses of top skills on resumes here:
  • Informed and negotiate with customers about Travel agency packages Effective in customer service
  • Answer between 250-300 phone calls daily regarding driver's license information and vehicle title/registration information; data entry.
  • Provided technical support for Televisions and DVD's, processed warranty reports, instructed on proper installation.
  • Answer incoming telephone calls, respond to customer questions and solve problems according to standardized procedures while maintaining a courteous manner.
  • Delivered customer satisfaction while taking inbound/outbound calls to customers.

Phone Agent Demographics

Gender

Female

58.0%

Male

30.2%

Unknown

11.8%
Ethnicity

White

63.7%

Hispanic or Latino

17.1%

Black or African American

10.2%

Asian

5.9%

Unknown

3.1%
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Foreign Languages Spoken

Spanish

78.9%

Russian

5.3%

French

3.5%

Chinese

1.8%

Ukrainian

1.8%

German

1.8%

Cantonese

1.8%

Japanese

1.8%

Hindi

1.8%

Arabic

1.8%
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Phone Agent Education

Schools

University of Phoenix

15.8%

Utah State University

11.1%

Oklahoma State University

8.8%

Utah Valley University

7.6%

Salt Lake Community College

5.3%

Tulsa Community College

4.1%

Ozarks Technical Community College

4.1%

University of Central Florida

4.1%

Kaplan University

4.1%

Spokane Community College

3.5%

Brigham Young University

3.5%

The Academy

3.5%

Coastal Carolina University

3.5%

Snow College

3.5%

College of Coastal Georgia

2.9%

Grambling State University

2.9%

Arizona State University

2.9%

Metropolitan Community College

2.9%

Broward College

2.9%

Remington College

2.9%
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Majors

Business

24.1%

General Studies

7.2%

Health Care Administration

7.2%

Psychology

6.6%

Criminal Justice

5.9%

Accounting

5.6%

Medical Assisting Services

5.2%

Nursing

4.7%

Communication

4.2%

Computer Science

4.0%

Biology

3.3%

Cosmetology

3.1%

Liberal Arts

3.1%

Pharmacy

3.0%

Sociology

2.4%

Social Work

2.3%

Management

2.1%

Political Science

2.1%

English

1.9%

Human Services

1.9%
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Degrees

Other

40.2%

Bachelors

25.8%

Associate

18.7%

Certificate

6.2%

Masters

4.0%

Diploma

3.4%

License

1.2%

Doctorate

0.4%
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