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Telephone representative skills for your resume and career

Updated January 8, 2025
3 min read
Quoted expert
E. Duff Wrobbel Ph.D.
Below we've compiled a list of the most critical telephone representative skills. We ranked the top skills for telephone representatives based on the percentage of resumes they appeared on. For example, 19.9% of telephone representative resumes contained outbound calls as a skill. Continue reading to find out what skills a telephone representative needs to be successful in the workplace.

15 telephone representative skills for your resume and career

1. 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 telephone representatives use outbound calls:
  • Handled inbound calls to answer inquiries and placed outbound calls to sell products that MTI was promoting at any particular time.
  • Provided excellent customer service while processing outbound calls, use of Internet for research purposes, kept daily Log of accounts.

2. Inbound Calls

Here's how telephone representatives use inbound calls:
  • Take inbound calls from Providers to discuss Medicare claim information such as, Eligibility and Billing Mistakes.
  • Received inbound calls regarding billing and other service related questions and were responsible for problem resolution.

3. Customer Inquiries

Here's how telephone representatives use customer inquiries:
  • Processed call orders for various products*Customer Inquiries*Processed credit card apps as well as customer service calls for Citibank
  • Handle customer inquiries in a manner consistent with compliance and regulatory requirements.

4. 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 telephone representatives use telephone calls:
  • Acted as Department representative answering telephone calls with external and internal clients.
  • Answered over 75 incoming customer telephone calls daily in a call center environment to ensure impeccable customer service.

5. Credit Card Payments

Here's how telephone representatives use credit card payments:
  • Obtain credit card payments from patients, mail out receipts.
  • Handled and verified client information for credit card payments.

6. Customer Interaction

Customer interaction is communication between a company and its customers. Through customer interaction, a company is able to solve the various queries its customers have, convey different packages, and range of services provided by the company, and receive suggestions from the customers.

Here's how telephone representatives use customer interaction:
  • Manage multiple-simultaneous customer interactions online.
  • Performed a wide range of services including exercising excellent customer service in all customer interactions and followed up on Teller referrals.

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7. 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 telephone representatives use alumni:
  • Contacted alumni and residential contacts to raise money for various college programs
  • Speak to alumni to continue their involvement in the school, create partnerships, and maintain records for Penn State.

8. Computer System

Here's how telephone representatives use computer system:
  • Raised funds via telephone communications for outside companies utilizing Novel computer system
  • Utilized telecommunication computer system for surveying.

9. 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 telephone representatives use customer service:
  • Provided customer service via email regarding customer orders, shipments, and product availability using company approved software applications.
  • Utilized customer service common practices that include resolving customer complaints and addressing individual concerns.

10. Product Knowledge

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

Here's how telephone representatives use product knowledge:
  • Used extensive product knowledge for order processing and data entry for commercial Armstrong linoleum, tile and carpet.
  • Type and good product knowledge.

11. Medical Facilities

Health facilities are places where healthcare services are provided. For example, clinics, hospitals, care centers, outpatient centers, psychiatric care centers etc. are all health facilites.

Here's how telephone representatives use medical facilities:
  • Provided after-hours support to doctor's offices, hospitals and various other medical facilities throughout the United States.
  • Coordinated with hospitals and medical facilities for maintenance of patient care records.

12. Cold Calls

Cold calling is a kind of business solicitation from customers who didn't express interest in their product and services before. In this technique, a salesman conducts a call with potential customers with whom they haven't had a prior interaction. Cold calling can include phone calls or telemarketing. However, in-person visits like door-to-door marketing are also a type of cold calling

Here's how telephone representatives use cold calls:
  • Conducted cold calls from a weekly generated mailed list of 250+ people for item donation.
  • Solicit business via telemarketing, canvassing, networking, referral, and cold calling.

13. Customer Complaints

Here's how telephone representatives use customer complaints:
  • Filed customer complaints against local businesses.
  • Logged over 100 customer complaints and calls monthly to evaluate company call response time.

14. Customer Orders

Here's how telephone representatives use customer orders:
  • Processed customer orders for services, entered it in the system and scheduled them for installations.
  • Processed up to forty customer orders per day.

15. Medicaid

Here's how telephone representatives use medicaid:
  • Provided telephone and e-mail support to Georgia Medicaid recipients.
  • Assisted in providing information in reference to food stamps, medicaid, and medicare Current application status Supplying applications and general information
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E. Duff Wrobbel Ph.D.

Chair, Southern Illinois University Edwardsville

All things social media are important, and so writing skills still matter.
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List of telephone representative skills to add to your resume

Telephone representative skills

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

  • Outbound Calls
  • Inbound Calls
  • Customer Inquiries
  • Telephone Calls
  • Credit Card Payments
  • Customer Interaction
  • Alumni
  • Computer System
  • Customer Service
  • Product Knowledge
  • Medical Facilities
  • Cold Calls
  • Customer Complaints
  • Customer Orders
  • Medicaid
  • Windows
  • Payment Method
  • Customer Accounts
  • Telephone Inquiries
  • PowerPoint
  • HIPAA
  • Computer Database
  • Customer Issues
  • Telephone Interviews
  • Medical Claims
  • Private Individuals
  • Quality Customer Service
  • Sales Scripts
  • Describe Products
  • Telephone Surveys
  • Phone Surveys
  • Sales Talks
  • Customer Calls

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

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