Post job

Explore jobs

Find specific jobs

Explore careers

Explore professions

Best companies

Explore companies

OverviewJobsSalaryResume

Skills

What They DoEducationDemographicsJob DescriptionHow To HireBest CompaniesBest StatesBest CitiesRemote JobsJob OutlookCompareEntry Level jobsFull Time jobsWork From Home jobs
zippia ai icon

Automatically apply for jobs with Zippia

Upload your resume to get started.

Phone representative skills for your resume and career

Updated January 8, 2025
4 min read
Phone representative example skills
Below we've compiled a list of the most critical phone representative skills. We ranked the top skills for phone representatives based on the percentage of resumes they appeared on. For example, 26.7% of phone representative resumes contained customer service as a skill. Continue reading to find out what skills a phone representative needs to be successful in the workplace.

15 phone representative skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how phone representatives use customer service:
  • Resolve customer service inquiries including benefit and eligibility information, billing and payment issues and customer material requests.
  • Exemplified the second-to-none customer service delivery for which is nationally renowned in all interactions with customers.

2. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how phone representatives use outbound calls:
  • Conducted a high volume of outbound calls of surveys nationally concerning consumer product satisfaction.
  • Conducted outbound calls selling magazine subscriptions to customers

3. Telephone Calls

Telephone calls are a communication means through which a caller is connected to the called party. The call is done through a telecommunications device called a telephone. The caller can use a landline, mobile phone, or satellite phone to make the call.

Here's how phone representatives use telephone calls:
  • Received and placed telephone calls regarding customer banking.
  • Answered telephone calls and provided information.

4. Inbound Phone Calls

Here's how phone representatives use inbound phone calls:
  • Answer inbound phone calls and email correspondence from complex account vendors, internal and external customers.
  • Managed ~300 outbound and inbound phone calls daily, facilitating appropriate survey questions.

5. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how phone representatives use troubleshoot:
  • Provided problem-solving skills to customers to troubleshoot equipment.
  • Use telephones to for inbound calls verify accountants, troubleshoot and account information.

6. Computer System

Here's how phone representatives use computer system:
  • Worked as a phone center representative using numerous computer systems directing calls and receiving payments.
  • Opened/closed accounts and entered all corresponding data into the company computer system.

Choose from 10+ customizable phone representative resume templates

Build a professional phone representative resume in minutes. Our AI resume writing assistant will guide you through every step of the process, and you can choose from 10+ resume templates to create your phone representative resume.

7. Financial Transactions

The type of agreement held between two parties (buyer and seller) regarding an exchange of funds for an asset, is termed as a financial transaction. The financial transaction is the exchange of products, services, cash or credit, information, and other things of value among two separate entities for a common goal.

Here's how phone representatives use financial transactions:
  • Deliver outstanding client service by executing financial transactions in accordance with bank policies and procedures.
  • Processed financial transactions accurately and quickly.

8. Alumni

Alumni is a term used for graduate students of a school, college, university, or any other educational institution. The term is also used for employees of a company or a previous member of a group or an organization that has been retired. Alumni represent the institutions or organizations that they were previously associated with.

Here's how phone representatives use alumni:
  • Contacted approximately 50-100 alumni and parents to request and encourage donations for on campus equipment and scholarships
  • Call California State University, Fresno Alumni to update demographics and solicit donations.

9. Phone REP

Here's how phone representatives use phone rep:
  • Perform troubleshooting and resolution of inbound telephone repair calls.
  • Worked closely on a team of 15 Phone Representatives to help achieve my team's monthly goal of Dollars Collected.

10. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how phone representatives use quality standards:
  • Reviewed documentation to verify completeness, accuracy and conformance to quality standards.
  • Meet productivity, schedule adherence and quality standards

11. Schedule Adherence

Schedule adherence is an evaluation metric or standard set by companies to assess whether or not call center agents are adhering to their assigned schedules. It is a time, procedure, and team management system employed by various call agencies to ensure the smooth functioning of their enterprise.

Here's how phone representatives use schedule adherence:
  • Meet departmental goals such as handle time and schedule adherence

12. Customer Inquiries

Here's how phone representatives use customer inquiries:
  • Responded to customer inquiries regarding insurance enrollments and related issues in accordance to client policies and procedures.
  • Receive, evaluate and answer routine customer inquiries typically regarding auto loans via inbound calls.

13. Customer Complaints

Here's how phone representatives use customer complaints:
  • Researched customer complaints and determined if a credit/adjustment was warranted, adhering to company standards for all credit adjustments.
  • Resolved customer complaints by investigating problems and developing solutions within company's guidelines

14. EOB

EOB stands for explanation of benefits. This is a common outline provided as part of many health insurance plans to explain what services were completed, the co-pay required for each appointment, and how much of your payment is covered by health insurance. EOB is an indication that your insurance claim has already been processed.

Here's how phone representatives use eob:
  • Provided status of medical claims and explained EOB's.
  • Research and resolve incorrect payments, EOB rejections and other issues with accounts.

15. Medical Claims

Here's how phone representatives use medical claims:
  • Processed medical claims and provided accurate information regarding patients' medical benefits and eligibility.
  • Analyze and research medical claims issues and resolve or route to appropriate department for resolution.
top-skills

What skills help Phone Representatives find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

List of phone representative skills to add to your resume

Phone representative skills

The most important skills for a phone representative resume and required skills for a phone representative to have include:

  • Customer Service
  • Outbound Calls
  • Telephone Calls
  • Inbound Phone Calls
  • Troubleshoot
  • Computer System
  • Financial Transactions
  • Alumni
  • Phone REP
  • Quality Standards
  • Schedule Adherence
  • Customer Inquiries
  • Customer Complaints
  • EOB
  • Medical Claims
  • Payment Issues
  • Cold Calls
  • Billing Issues
  • Computer Programs
  • HIPAA
  • Customer Accounts
  • Place Orders
  • Customer Issues
  • Multi-Line Phone System
  • Payment Arrangements
  • Customer Orders
  • Quality Customer Service
  • Customer Calls
  • Medicaid
  • Loan Applications
  • Customer Interaction
  • Customer Support
  • Cell Phones
  • Technical Issues
  • Phone Orders
  • Phone Surveys
  • Physician Assignments

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

Browse office and administrative jobs