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What does a Call Center Representative do?

Learn all about Call Center Representative duties, skills and much more. Get expert advice on how to become a Call Center Representative.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A call center representative is a customer service professional who helps customers with questions or concerns about a company's products or services. Representatives may also handle sales calls and take orders from customers.

Call Center Representative job duties include:

  • Answer incoming calls from customers and resolve customer inquiries
  • Follow up with customers after initial interaction to ensure customer satisfaction
  • Handle customer complaints in a professional manner
  • Update customer information in the customer service database
  • Place outbound calls to customers as needed
  • Identify and escalate priority issues
  • Research required information using available resources
  • Recognize, document, and alert the supervisor of trends in customer calls
  • Complete call logs and reports
  • Other duties as assigned

Call Center Representative Job Requirements

A Call Center Representative typically needs a high school diploma, although some jobs may require postsecondary education, and most employers provide on-the-job training. Some jobs may also require certification from the National Healthcareer Association or American Medical Technologists. Prior experience in customer service is helpful but not always required.

Call Center Representative Skills

  • Patience
  • Empathy
  • Communication
  • Listening
  • Problem Solving
  • Multi-tasking
  • Flexibility
  • Stress Management
  • Adaptability
  • Organization
  • Time Management

Related: Top Call Center Representative Skills: Definition and Examples

How to become a Call Center Representative

If you have strong communication and customer service skills, you may be wondering how to become a call center representative. While the job may seem relatively straightforward, there are actually a few steps you’ll need to take to land a position in this field.

First, research the different types of call center jobs that are available. You may want to work in a customer service call center, or perhaps you’re interested in telemarketing. Once you know what type of position you’re interested in, start searching for open positions.

Next, create a strong resume and cover letter that highlights your customer service skills and experience. Be sure to tailor your materials to each individual job you apply for.

Once you’ve submitted your application, it’s time to prepare for the interview process. This is your chance to show the hiring manager why you’re the best candidate for the job. Be prepared to discuss your customer service experience and skills, as well as why you’re interested in working in a call center.

If you follow these steps, you’ll be on your way to landing a call center representative job in no time!

Related: Call Center Representative Resume Example

Related: Call Center Representative Interview Questions (With Example Answers)