Sample Call Center Job Description

Job Description

At [CompanyX], we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a highly skilled call center representative to join our team, managing a high volume of inbound and outbound calls. The ideal candidate is a quick learner who can memorize scripts and adapt them as needed as issues arise during a call. He or she will be handling a variety of important supportive tasks, providing answers, insights, instruction, and purchase assistance. As the voice of our company, the call center rep must possess excellent communication and interpersonal skill, and enthusiasm for helping consumers and driving satisfaction.

Objectives of this Role

  • Handle a large volume of inbound and outbound calls in a timely manner
  • Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary
  • Identify customer needs, research issues, resolve complaints, and provide solutions
  • Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and escalation team
  • Recommend improvements to systems and processes for improved organizational efficiency

Daily and Weekly Responsibilities

  • Memorize scripts for products and services, and keep handy for reference during calls
  • Build positive relationships by going above and beyond with customer service, ensuring all questions, cancellations and confirmations are addressed appropriately
  • Identify opportunities to drive sales and revenue with the company’s existing product suite, and seize opportunities to upsell services whenever possible
  • Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity and quality objectives
  • Create and maintain case management records of daily problems and remedial actions taken in a call center database
  • Leverage data and insights gathered in the call center to recommend and influence process-improvement opportunities

Skills and Qualifications

  • High school degree
  • Previous experience in a call center or customer support role
  • Strong active listening skill and verbal communication
  • Adept to problem-solving and conflict resolution
  • Ability to multitask, manage time, and prioritize

Preferred Qualifications

  • College degree
  • Conflict-resolution expertise
  • Sales experience
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