Sample call center representative job description

At [Company X], we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. We’re looking for a highly skilled call center representative to join our team, managing a large volume of inbound and outbound calls. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. This person will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for purchases. As the voice of our company, the call center representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their 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 a caller’s request, including follow-ups with escalation team
  • Recommend improvements for systems and processes to boost organizational efficiency

Responsibilities

  • Memorize scripts for products and services, and refer to them during calls
  • Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
  • Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate
  • Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
  • Create and maintain record of daily problems and remedial actions taken, using call-center database
  • Leverage data and insights gathered by the call center to recommend and influence process improvements

Required skills and qualifications

  • High school degree or equivalent
  • Experience working in a call center or customer-support role
  • Strong active-listening and verbal-communication skills
  • Proficiency in problem-solving
  • Ability to multitask and manage time effectively

Preferred skills and qualifications

  • Expertise in conflict resolution
  • Experience in customer sales