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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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Do you work as a Phone Representative?

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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Do you work as a Phone Representative?

Help others decide if this is a good career for them

Average Length of Employment
Representative 2.1 years
Phone Agent 1.2 years
Top Employers Before
Cashier 21.3%
Teller 6.0%
Server 4.5%
Manager 3.0%
Waitress 2.9%
Cook 2.1%
Supervisor 2.0%
Top Employers After
Cashier 15.6%
Server 4.8%
Manager 3.9%
Teller 3.8%
Waitress 2.9%
Supervisor 2.3%
Internship 2.2%

Do you work as a Phone Representative?

Phone Representative Demographics

Gender

Female

66.1%

Male

32.3%

Unknown

1.6%
Ethnicity

White

65.1%

Hispanic or Latino

16.1%

Black or African American

9.9%

Asian

5.5%

Unknown

3.4%
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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

17.5%

Saint Louis Community College

8.4%

Liberty University

5.2%

Saint Petersburg College

5.2%

Mesa Community College - Boswell

4.5%

Kirkwood Community College

4.5%

Houston Community College

4.5%

Southern New Hampshire University

4.5%

College of Southern Nevada

4.5%

University of North Florida

3.9%

Salt Lake Community College

3.9%

University of Texas at San Antonio

3.9%

University of Utah

3.9%

Southern Illinois University Edwardsville

3.9%

Palm Beach State College

3.9%

Florida State University

3.9%

Kaplan University

3.9%

Austin Peay State University

3.2%

Michigan State University

3.2%

University of Missouri - Saint Louis

3.2%
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Majors

Business

24.0%

Criminal Justice

7.1%

Health Care Administration

6.7%

General Studies

6.4%

Nursing

5.9%

Communication

5.9%

Medical Assisting Services

5.9%

Psychology

5.5%

Accounting

4.1%

Liberal Arts

3.7%

Biology

3.5%

English

2.8%

Computer Science

2.7%

Finance

2.7%

Education

2.5%

Information Technology

2.3%

Elementary Education

2.1%

Human Services

2.1%

Political Science

2.0%

Sociology

2.0%
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Degrees

Other

42.2%

Bachelors

29.0%

Associate

16.3%

Masters

4.8%

Certificate

4.3%

Diploma

2.4%

License

0.7%

Doctorate

0.2%
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Internship
Temporary

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Top Skills for A Phone Representative

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  1. Customer Service
  2. Phone Calls
  3. Data Entry
You can check out examples of real life uses of top skills on resumes here:
  • Exceed in learning new responsibilities for leader positions Skills Used Customer service Communication skills
  • Provided excellent customer service during inbound and outbound phone calls to patients, physician's offices, and insurance providers.
  • Provide excellent customer service* Conduct outbound phone sales* Handle data entry
  • Collected credit card transactions, Provided excellent customer support.
  • Receive inbound calls for health insurance companies, and transportation, call health care customers to complete health care questions.

How Would You Rate Working As a Phone Representative?

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Top Phone Representative Employers

Jobs From 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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