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Become A Phone Representative

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Working As A Phone Representative

  • 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 Phone Representative 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 Representative

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 Representative jobs

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Phone Representative Career Paths

Phone Representative
Delivery Driver Service Technician Service Manager
Account Manager
5 Yearsyrs
Front Desk Clerk Home Health Aid Call Center Representative
Call Center Manager
6 Yearsyrs
Home Health Aid Licensed Practical Nurse Case Manager
Career Manager
6 Yearsyrs
Billing Specialist Accountant General Manager
Center Manager
6 Yearsyrs
Specialist Account Manager Business Developer
Entrepreneur
5 Yearsyrs
Medical Assistant Technician Technical Support Specialist
Information Technology Manager
8 Yearsyrs
Warehouse Worker Technician Sales Consultant
Internet Sales Manager
6 Yearsyrs
Billing Specialist Operations Manager General Manager
Owner/Operator
6 Yearsyrs
Machine Operator Security Officer Account Manager
Product Manager
7 Yearsyrs
Delivery Driver Maintenance Technician Production Supervisor
Production Manager
6 Yearsyrs
Collector Specialist Business Analyst
Quality Assurance Manager
9 Yearsyrs
Sandwich Artist Delivery Driver Account Manager
Sales Account Manager
6 Yearsyrs
Warehouse Worker Warehouse Manager Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Medical Assistant Office Manager Account Manager
Sales Manager
5 Yearsyrs
Specialist Sales Specialist Senior Sales Representative
Senior Representative
5 Yearsyrs
Home Health Aid Security Officer Technician
Service Manager
7 Yearsyrs
Machine Operator Production Supervisor Operations Manager
Site Manager
7 Yearsyrs
Collector Account Manager Technical Support Specialist
Support Supervisor
5 Yearsyrs
Front Desk Clerk Specialist Operation Supervisor
Team Manager
5 Yearsyrs
Sandwich Artist Home Health Aid Warehouse Associate
Warehouse Manager
5 Yearsyrs
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Average Length of Employment
Representative 2.1 years
Customer Agent 2.0 years
Phone Sales 1.8 years
Phone Operator 1.6 years
Contact Agent 1.4 years
Phone Banker 1.4 years
Call Center Agent 1.3 years
Phone Agent 1.2 years
Call Agent 1.0 years
Top Employers Before
Cashier 20.7%
Server 4.5%
Manager 3.1%
Waitress 3.0%
Supervisor 2.1%
Cook 2.0%
Internship 1.9%
Top Employers After
Cashier 15.2%
Server 4.8%
Manager 3.6%
Waitress 2.7%
Supervisor 2.4%
Internship 2.1%

Phone Representative Demographics

Gender

Female

65.9%

Male

32.6%

Unknown

1.6%
Ethnicity

White

80.7%

Hispanic or Latino

12.1%

Asian

5.2%

Unknown

1.4%

Black or African American

0.6%
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Languages Spoken

Spanish

73.7%

French

5.3%

German

3.9%

Portuguese

2.6%

Russian

2.6%

Mandarin

1.3%

Vietnamese

1.3%

Bosnian

1.3%

Yoruba

1.3%

Serbian

1.3%

Greek

1.3%

Dakota

1.3%

Polish

1.3%

Croatian

1.3%
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Phone Representative Education

Schools

University of Phoenix

17.0%

Saint Louis Community College

8.2%

Saint Petersburg College

6.1%

Mesa Community College - Boswell

5.4%

Liberty University

5.4%

Houston Community College

4.8%

Southern New Hampshire University

4.8%

Salt Lake Community College

4.1%

University of Texas at San Antonio

4.1%

Southern Illinois University Edwardsville

4.1%

Palm Beach State College

4.1%

College of Southern Nevada

4.1%

Kaplan University

4.1%

Austin Peay State University

3.4%

University of North Florida

3.4%

Michigan State University

3.4%

Kirkwood Community College

3.4%

University of Utah

3.4%

Florida State University

3.4%

University of Missouri - Saint Louis

3.4%
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Majors

Business

23.9%

Criminal Justice

7.1%

Health Care Administration

6.9%

General Studies

6.7%

Medical Assisting Services

5.9%

Nursing

5.8%

Communication

5.7%

Psychology

5.7%

Accounting

4.2%

Liberal Arts

3.6%

Biology

3.6%

Education

2.8%

Computer Science

2.6%

English

2.6%

Finance

2.6%

Elementary Education

2.1%

Political Science

2.1%

Information Technology

2.1%

Marketing

2.0%

Human Services

2.0%
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Degrees

Other

42.9%

Bachelors

28.8%

Associate

15.9%

Masters

4.7%

Certificate

4.5%

Diploma

2.4%

License

0.6%

Doctorate

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Phone Representative

CustomerServiceSkillsTelephoneCallsDataEntryCreditCardInboundPhoneCallsEligibilityInformationInternetOutboundCallsAlumniComplexCustomerCallsHealthCareProvidersCommunicationSkillsCustomerInformationREPEmailComputerSkillsPotentialCustomersHighVolumeTroubleshootCustomerServiceInquiries

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Top Phone Representative Skills

  1. Customer Service Skills
  2. Telephone Calls
  3. Data Entry
You can check out examples of real life uses of top skills on resumes here:
  • Demonstrate great customer service skills.
  • Received and placed telephone calls regarding customer banking.
  • Performed general clerical work and data entry
  • Determine validity of Credit Card charges in dispute Collect payments Explain billing statements Explain financial rewards, interest rates and fees
  • Answered inbound phone calls from store personnel.

Top Phone Representative Employers

Phone Representative Videos

A Day in the Life: Call Center Agent

A Day in the Life of Congressman Rodney Davis

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