A Phone Representative answers customer calls, complaints, and inquiries professionally. They handle and resolve customer complaints related to its services/products and product/service sales. Besides processing applications, orders, and forms requested by customers, Phone Representatives also update customers about the products/services information. These professionals record customer complaints, inquiries, feedback, and actions taken. They develop and maintain mutually beneficial and professional relationships with each customer. Moreover, they create and maintain cordial relationships with all new customers.

Phone Representative Responsibilities

Here are examples of responsibilities from real phone representative resumes representing typical tasks they are likely to perform in their roles.

  • Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
  • Provide status of medical claims and explain EOB's.
  • Research and resolve incorrect payments, EOB rejections and other issues with accounts.
  • Request, verify orders, and compute bill for drive throw restaurant customers through internet.
  • Receive and escalate inbound calls from customer having issues with internet, cable television, or VOIP.
  • Contact hundreds of alumni and their families by telephone and raise thousands of dollars to improve school facilities and maintain school grounds
  • Provide problem-solving skills to customers to troubleshoot equipment.
  • Verify demographic via electronic medical records utilizing HIPAA standards.
  • Validate request and authorizations for release of medical information according to establish procedures and HIPAA guidelines.
  • Conduct face-to-face interviews, telephone interviews and email correspondence with prospective students to determine their educational needs, concerns and interests.
Phone Representative Traits
Communication skills shows that you are able to relay your thoughts, opinions and ideas clearly to those around you.
Computer skills involves understanding how to operate a computer, as well as computer programs and applications.
Listening is an important part of the communication process as it allows you to understand information.

Phone Representative Job Description

Between the years 2018 and 2028, phone representative jobs are expected to undergo a growth rate described as "decline" at -2%, according to the Bureau of Labor Statistics. So if the thought "should I become a phone representative?" Has crossed your mind, maybe you should take the growth rate into account. In addition, the number of phone representative opportunities that are projected to become available by 2028 is -51,600.

Phone representatives average about $13.76 an hour, which makes the phone representative annual salary $28,623. Additionally, phone representatives are known to earn anywhere from $24,000 to $33,000 a year. This means that the top-earning phone representatives make $9,000 more than the lowest earning ones.

As is the case with most jobs, it takes work to become a phone representative. Sometimes people change their minds about their career after working in the profession. That's why we looked into some other professions that might help you find your next opportunity. These professions include an associate customer service representative, customer relations representative, member service representative, and customer service representative.

Phone Representative Jobs You Might Like

Phone Representative Resume Examples

Phone Representative Skills and Personality Traits

We calculated that 22% of Phone Representatives are proficient in Customer Service, Outbound Calls, and Telephone Calls. They’re also known for soft skills such as Communication skills, Computer skills, and Listening skills.

We break down the percentage of Phone Representatives that have these skills listed on their resume here:

  • Customer Service, 22%

    Resolve customer service inquiries including benefit and eligibility information, billing and payment issues and customer material requests.

  • Outbound Calls, 15%

    Assisted merchants with cardholder billing disputes* Effectively displayed conflict resolution skills via inbound calls* Aided merchants in process to contest billing disputes

  • Telephone Calls, 6%

    Received and placed telephone calls regarding customer banking.

  • Troubleshoot, 4%

    Provided problem-solving skills to customers to troubleshoot equipment.

  • Insurance Companies, 3%

    Maintained records of interactions with patients and insurance companies, including details of inquiries as well as how issues were resolved.

  • Computer System, 2%

    Worked as a phone center representative using numerous computer systems directing calls and receiving payments.

Most phone representatives list "customer service," "outbound calls," and "telephone calls" as skills on their resumes. We go into more details on the most important phone representative responsibilities here:

  • Arguably the most important personality trait for a phone representative to have happens to be communication skills. An example from a resume said this about the skill, "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, other resumes have pointed out that phone representatives can use communication skills to "facilitated communications between patients, nurses, health care providers, insurance companies, pharmacies, and medical laboratories. "
  • Another trait important for fulfilling phone representative duties is computer skills. According to a phone representative resume, "customer service representatives must be adept at using computers.  ." Here's an example of how phone representatives are able to utilize computer skills: "work with multiple computer programs at once"
  • Listening skills is also an important skill for phone representatives to have. This example of how phone representatives use this skill comes from a phone representative resume, "representatives must listen carefully to ensure that they understand customers in order to assist them." Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "communicated via email, im and the internet for bookings as well. "
  • A phone representative responsibilities sometimes require "patience." The responsibilities that rely on this skills are shown by this resume excerpt: "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example shows how this skill is used by phone representatives: "provided exceptional customer service by exhibiting caring, concern and patience in all customer interactions. "
  • Yet another important skill that a phone representative must demonstrate is "problem-solving skills." Representatives must determine solutions to customers’ problems This is clearly demonstrated in this example from a phone representative who stated: "provided claim status information and resolved complex billing and payment issues by having claims reconsidered. "
  • While "customer-service skills" is listed last on this skills list, don't underestimate its importance to phone representative responsibilities. The skill is described by this resume snippet, "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." Here is an example of how this skill is used, "maintained collections requirement of 20,000 dollars per hour tracked customer contact information, delinquent accounts, payment plans and late fees. "
  • See the full list of phone representative skills.

    After discovering the most helpful skills, we moved onto what kind of education might be helpful in becoming a phone representative. We found that 26.8% of phone representatives have graduated with a bachelor's degree and 2.2% of people in this position have earned their master's degrees. While some phone representatives have a college degree, you may find it's also true that generally it's possible to be successful in this career with only a high school degree. In fact, our research shows that one out of every three phone representatives were not college graduates.

    Those phone representatives who do attend college, typically earn either a business degree or a general studies degree. Less commonly earned degrees for phone representatives include a criminal justice degree or a psychology degree.

    Once you're ready to become a phone representative, you should explore the companies that typically hire phone representatives. According to phone representative resumes that we searched through, phone representatives are hired the most by Regions Financial, Columbia Sportswear, and Enterprise Holdings. Currently, Regions Financial has 11 phone representative job openings, while there are 2 at Columbia Sportswear and 2 at Enterprise Holdings.

    But if you're interested in companies where you might earn a high salary, phone representatives tend to earn the biggest salaries at Revenue Group, JX Truck Center - Wausau, and Regions Financial. Take Revenue Group for example. The median phone representative salary is $31,877. At JX Truck Center - Wausau, phone representatives earn an average of $31,513, while the average at Regions Financial is $30,968. You should take into consideration how difficult it might be to secure a job with one of these companies.

    View more details on phone representative salaries across the United States.

    For the most part, phone representatives make their living in the professional and finance industries. Phone representatives tend to make the most in the telecommunication industry with an average salary of $38,498. The phone representative annual salary in the finance and health care industries generally make $32,655 and $30,942 respectively. Additionally, phone representatives who work in the telecommunication industry make 41.3% more than phone representatives in the technology Industry.

    The three companies that hire the most prestigious phone representatives are:

      What Associate Customer Service Representatives Do

      An associate customer service representative is responsible for providing high customer service by assisting customers on their inquiries and concerns, as well as resolving and escalating high-level complaints to the supervisor or tenured customer service representative. Associate customer service representatives also process orders and payments from the customers, replacing defective items, and issuing refunds as needed. They must have excellent communication and organizational skills, especially on handling data processing procedures to the database for reference to customer concerns.

      We looked at the average phone representative annual salary and compared it with the average of an associate customer service representative. Generally speaking, associate customer service representatives receive $675 higher pay than phone representatives per year.

      While their salaries may differ, one common ground between phone representatives and associate customer service representatives are a few of the skills required in each craft. In both careers, employees bring forth skills like customer service, outbound calls, and telephone calls.

      As far as similarities go, this is where it ends because a phone representative responsibility requires skills such as "insurance companies," "financial transactions," "alumni," and "phone rep." Whereas a associate customer service representative is skilled in "new merchandise," "high volume," "sales floor," and "company policies." So if you're looking for what truly separates the two careers, you've found it.

      Associate customer service representatives receive the highest salaries in the insurance industry coming in with an average yearly salary of $39,782. But phone representatives are paid more in the telecommunication industry with an average salary of $38,498.

      On average, associate customer service representatives reach similar levels of education than phone representatives. Associate customer service representatives are 0.9% more likely to earn a Master's Degree and 0.0% less likely to graduate with a Doctoral Degree.

      What Are The Duties Of a Customer Relations Representative?

      A customer relations representative is responsible for providing the highest customer service by interacting with customers to respond to their inquiries and concerns, process their requests, and resolve their complaints. Customer relations representatives assist the customers with their needs by offering products and services according to their requirements and budget limitations. They may also sell newly launched products to the customers, discuss features and usability, and generate payments and delivery details. A customer relations representative must have excellent communication and organizational skills to maintain healthy business relationships with the customers to achieve the company's long-term goals and objectives.

      Next up, we have the customer relations representative profession to look over. This career brings along a higher average salary when compared to a phone representative annual salary. In fact, customer relations representatives salary difference is $290 higher than the salary of phone representatives per year.

      While the salary may be different for these job positions, there is one similarity and that's a few of the skills needed to perform certain duties. We used info from lots of resumes to find that both phone representatives and customer relations representatives are known to have skills such as "customer service," "outbound calls," and "telephone calls. "

      But both careers also use different skills, according to real phone representative resumes. While phone representative responsibilities can utilize skills like "troubleshoot," "insurance companies," "financial transactions," and "alumni," some customer relations representatives use skills like "customer relations," "customer retention," "product knowledge," and "problem resolution."

      Customer relations representatives may earn a higher salary than phone representatives, but customer relations representatives earn the most pay in the manufacturing industry with an average salary of $43,637. On the other side of things, phone representatives receive higher paychecks in the telecommunication industry where they earn an average of $38,498.

      On the topic of education, customer relations representatives earn higher levels of education than phone representatives. In general, they're 5.2% more likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree.

      How a Member Service Representative Compares

      A member service representative is responsible for providing customer service support to an organization. Member service representatives' duties include responding to customer's inquiries and complaints, developing effective sales pitches, processing customer's requests and orders, creating reports, developing recommendations to improve the operation's performance, and escalating high-level concerns. A member service representative should maintain excellent customer service, as well as excellent time-management skills and the ability to multi-task, to work under pressure, and assist customers under minimal supervision.

      Let's now take a look at the member service representative profession. On average, these workers make lower salaries than phone representatives with a $852 difference per year.

      While looking through the resumes of several phone representatives and member service representatives we discovered that both professions have similar skills. These similarities include skills such as "customer service," "outbound calls," and "telephone calls," but they differ when it comes to other required skills.

      Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Some examples from phone representative resumes include skills like "troubleshoot," "alumni," "phone rep," and "eligibility information," whereas a member service representative might be skilled in "front office," "prospective members," "member questions," and "member service. "

      Interestingly enough, member service representatives earn the most pay in the insurance industry, where they command an average salary of $28,183. As mentioned previously, phone representatives highest annual salary comes from the telecommunication industry with an average salary of $38,498.

      When it comes to education, member service representatives tend to earn similar education levels than phone representatives. In fact, they're 3.9% more likely to earn a Master's Degree, and 0.2% more likely to graduate with a Doctoral Degree.

      Description Of a Customer Service Representative

      Customer service representatives are the first point of contact of the customers, acting as the frontiers of the company and help in driving customer loyalty and retention by leaving a great impression and resolving all of their concerns. They accommodate customer queries by providing useful and comprehensive information about any products or services. Some would use that as an opportunity to market and promote more sales. The most challenging issues they use to handle are customer complaints and processing of refunds and returns. They also assist in basic troubleshooting or accounts and payment setup with the use of specific guidelines or step by step procedures. At most, they help and solve customer issues on their own, but sometimes they would need support from supervisors or other departments.

      Customer service representatives tend to earn a higher pay than phone representatives by about $753 per year.

      While their salaries may vary, phone representatives and customer service representatives both use similar skills to perform their jobs. Resumes from both professions include skills like "customer service," "outbound calls," and "telephone calls. "

      Each job requires different skills like "troubleshoot," "financial transactions," "alumni," and "phone rep," which might show up on a phone representative resume. Whereas customer service representative might include skills like "pos," "data entry," "sales floor," and "csr."

      In general, customer service representatives make a higher salary in the retail industry with an average of $34,852. The highest phone representative annual salary stems from the telecommunication industry.

      Customer service representatives reach similar levels of education when compared to phone representatives. The difference is that they're 0.5% more likely to earn a Master's Degree more, and 0.1% more likely to graduate with a Doctoral Degree.