Call Center Customer Service Representative Job Description

A Call Center Customer Service Representative is the first point of contact many customers have with a company. These individuals are responsible mainly for taking orders, logging customer complaints and concerns, and explaining details about a product or service. They might interact with customers in a variety of ways, such as in person, on the phone or through live chat. Some Call Center Customer Service Representatives who take customer orders might even be involved with processing payments.

As reported by the U.S. Bureau of Labor Statistics, job growth for Customer Service Representatives overall is projected to be a faster-than-average 10 percent between 2014 and 2024; during the same time period, the growth rate for Call Center Customer Service Representatives is forecast to be 39 percent, as more companies are following the trend to contract call centers to handle all of their customer service duties.

 

Call Center Customer Service Representative Duties and Responsibilities 

Call Center Customer Service Representatives must perform various tasks to ensure the successful daily operations of a call center. We reviewed several job listings and found the following among the core Call Center Customer Service Representative duties and responsibilities.

Interact with Customers

Receiving orders from customers is a key duty for Call Center Customer Service representatives. This involves entering accurate ordering information into a company’s system, providing payment options, processing payments and giving order confirmations.

Process Customer Complaints

For complaints, a Call Center Customer Service Representative will take detailed reports and provide resolution for the complaint or concern. This might include working with a call center manager or other personnel if a resolution cannot be made. Explaining company policies could be a part of this responsibility.

Explain Products and Services

A Call Center Customer Service Representative must be knowledgeable about the products or services their company provides and have the ability to explain these in detail. This might include sending brochures or handbooks in the mail to interested customers, giving information about warranties, citing product costs or service charges, and giving customers part numbers or descriptions.

 

Call Center Customer Service Representative Skills

Having strong communication skills and an eye for detail are two crucial skills for Call Center Customer Service Representatives. They should be problem-solvers who can work independently and utilize strong listening, speaking and decision-making skills. The ability to work in a fast-paced environment and to converse with a wide variety of people of different cultural backgrounds are also important. Besides these general skills, many employers might look for potential Call Center Customer Service Representative candidates to possess the following skills.

Core skills: Based on job listings we looked at, employers want Call Center Customer Service Representatives with these core skills. If you want to work as a Call Center Customer Service Representative, focus on the following.

  • Adapting to the changing needs of customers
  • Providing excellent customer service
  • Applying innovative solutions to various types of complaints and concerns
  • Maintaining a professional attitude in challenging situations

Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your Call Center Customer Service Representative toolbox and broaden your career options.

  • Be results-driven and respond positively to feedback
  • Knowledge of Microsoft Word, Windows and other basic computer programs
  • Ability to multi-task

 

Call Center Customer Service Representative Resources

If you are contemplating a career as a Call Center Customer Service Representative, you can use additional resources to get more of an insight into this profession. Below, we have provided links to online and print resources that can help shed more light on this particular job and what you can expect when working as a Call Center Customer Service Representative.

On the Web 

Customer Service Professionals Network Blog – A blog offering career advice, tips and strategies from those working in the customer service field.

Shep Hyken – A customer service expert offers a blog and articles focusing on the customer service profession. Topics include customer service strategies, experiences, building customer loyalty and gaining customer confidence.

Parature – The Customer Service Success Blog has information about customer service trends, strategies and real-life stories to help you understand life as a Call Center Customer Service Representative.

Industry Groups 

National Customer Service Association (NCSA) – An organization designed to provide support to customer service representatives, with tips and strategies for building strong customer relations, educational courses, training opportunities and keynote speakers.

International Customer Service Association (ICSA) – Founded in 1981, ICSA provides free weekly webinars, leadership development support and online training resources.

Customer Service Professionals Network (CSPN) – Training, workshops, networking and conferences are among the supportive services provided by this organization.

Books 

The World of Customer Service 3rd Edition – Reviews the skills and techniques needed to be a successful customer service representative.

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service – Written by a former Walt Disney executive, this book explores ways in which to satisfy customers and provide sincere and consistent customer service.

The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations – A guide to saying and doing the right things when confronted with challenging situations in a customer service setting.

 

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