Log InSign Up
Article

What does a Phone Representative do?

Photo of Brenna Goyette
Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A phone representative is responsible for handling customer service inquiries via telephone. They are required to have excellent communication skills in order to effectively resolve customer issues. Additionally, phone representatives must be able to multitask and handle a high volume of calls.

Phone Representative job duties include:

  • Answer inbound phone calls from customers and resolve their issues
  • Make outbound phone calls to follow up with customers
  • Upsell customers on products and services that they may need
  • Handle customer complaints in a professional manner
  • Enter customer information into the company’s database
  • Keep track of customer interactions in the company’s CRM system
  • Research solutions to customer problems
  • Escalate complex customer issues to higher levels of management
  • Provide excellent customer service at all times
  • Other duties as assigned

Phone Representative Job Requirements

Most phone representatives have at least a high school diploma, although some jobs may require postsecondary education, such as an associate's degree. Many employers provide on-the-job training, which typically lasts a few weeks. Some jobs may require certification, such as a license to sell insurance. Phone representatives typically need at least a few months of experience in customer service or a related field before being hired.

Phone Representative Skills

  • Patience
  • Empathy
  • Listening
  • Communication
  • Multi-tasking
  • Problem-solving
  • Flexibility
  • Friendliness
  • Professionalism
  • Product Knowledge
  • Stress Management

Related: Top Phone Representative Skills: Definition and Examples

How to become a Phone Representative

A phone representative is responsible for handling customer inquiries and complaints via telephone. They are the first point of contact for customers and play a vital role in providing excellent customer service. Here are some tips on how to become a phone representative:

1. Have excellent communication skills. Phone representatives must be able to communicate clearly and effectively with customers. They need to be able to understand the customer’s issue and provide a resolution in a timely manner.

2. Be patient and calm. Customers can be frustrating, especially when they are angry or upset about something. Phone representatives must be able to remain calm and patient in order to diffused the situation and resolve the issue.

3. Be organized. Phone representatives must be able to keep track of multiple customer inquiries at one time. They need to be able to prioritize and manage their time efficiently in order to provide quality customer service.

4. Be proactive. Phone representatives should take initiative to resolve customer issues instead of waiting for the customer to call back with an update. They should also proactively offer solutions or suggestions to prevent future issues from occurring.

5. Have a positive attitude. Phone representatives must project a positive image of the company they represent. They should be friendly and helpful in order to create a positive customer experience.

Related: Phone Representative Resume Example

Related: Phone Representative Interview Questions (With Example Answers)

Editorial staff

Photo of Brenna Goyette, Editor

Editor

Brenna Goyette

Expert Verified

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

Similar articles