Call Center Representative - Job Description

Position Summary
The Call Center Representative is responsible for delivering excellent customer service by handling inbound and/or outbound calls, resolving inquiries, and providing accurate information in a timely and professional manner. This role supports customers by addressing questions, troubleshooting basic issues, and ensuring a positive experience with the company.

Key Responsibilities

• Answer high volumes of inbound calls and respond to customer inquiries with professionalism and clarity.
• Provide accurate information regarding products, services, policies, and account details.
• Troubleshoot customer concerns, guide callers through solutions, and escalate issues when needed.
• Document all interactions clearly and accurately in the system.
• Process customer requests such as updates, orders, payments, or account changes.
• Maintain service-level standards, including call quality, response time, and customer satisfaction.
• Follow scripts and guidelines while adapting communication to meet customer needs.
• Collaborate with team members and supervisors to resolve complex issues and improve processes.
• Protect customer information by following company policies and compliance standards.

Qualifications

• High School Diploma or equivalent; some college preferred.
• Previous customer service or call center experience is a plus.
• Strong verbal communication and active listening skills.
• Ability to multitask, type quickly, and navigate computer systems efficiently.
• Calm, patient, and solution-oriented approach in fast-paced or high-volume environments.
• Reliable, punctual, and able to meet performance expectations.

Skills

• Customer service
• Phone etiquette
• Problem-solving
• Data entry
• Communication (verbal and written)
• Conflict resolution
• Time management