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Call Center Customer Service Representative Job Description Template

Monday, January 25th, 2021

Call Center Job Description Template

Call center customer service representatives are responsible for handling customer calls and assisting them with inquiries, complaints, and problems. They use their knowledge to speak with customers about the company’s products and services, understand clients’ needs, and find solutions to their problems. Thus, call center customer service representatives need to have strong interpersonal and communication skills. They should also have experience using computers and a passion for helping others to be successful in the job. 

If you want to hire a reliable call center customer service representative, you need a good job description template to attract the most qualified applicants. Because these individuals are always in direct contact with customers of your company, they should be able to speak for your brand in the best possible manner. To find suitable candidates for the position, you can use our free Call Center Customer Service Representative Job Description Template. In it, you will find all the important duties and requirements for the position and some extra room to add specific demands and benefits of your company. For an effortless and 100 percent successful hiring process, you can also use our VIVAHR software

Related Job Titles for Call Center Customer Service Representative 

Call Center Customer Service Representative Job Description Template (Free)

We are looking for a professional call center customer representative to speak with our customers and maintain our positive reputation. In this role, you will answer customers’ questions, handle complaints, and troubleshoot problems with our products and services. To be successful in this job position, you need to have strong interpersonal and management skills, as you will be handling a high volume of inbound and outbound calls. You should also be detailed-oriented, efficient, polite, and adaptable. 

Call Center Customer Service Representative Duties & Responsibilities:

  • Make and answer customers calls and address their needs, complaints, and requests
  • Provide information about the company’s products and services and resolve potential problems customers might have with them
  • Answer calls efficiently and accurately, ensuring callers feel supported and valued
  • Build long-lasting relationships with clients
  • Handle difficult situations with dissatisfied customers and offer them adequate support 
  • Provide updates about billing, shipping, warranties, and more
  • Work with other call center representatives to improve customer service
  • Use software, databases, and tools available within the company 
  • Recommend products and perform sales of products and services
  • Follow company’s policies and procedures

Call Center Customer Service Representative Requirements:

  • High school diploma or equivalent
  • Previous experience as a call center customer service representative or similar 
  • Proficiency with computers and excellent typing skills
  • Strong interpersonal skills and verbal and written communication skills
  • Ability to handle a large number of calls and stressful situations
  • Strong time management and decision making skills
  • Professional and polite phone voice
Joshua F.
Redline Electric & Solar

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Sample Interview Questions For Call Center Customer Service Representative

Now that you have a job description template to attract suitable candidates, you could use sample interview questions for call center customer service representatives. These will help you manage your applicants and pick a perfect individual for the job.

  1. What is your idea of quality customer service?
  2. Are you able to work with multiple phone lines?
  3. Do you have previous experience in the same position?
  4. How do you show customers you are an active listener?
  5. How do you handle angry customers and discussions?
  6. Why do you want to work for our company?
  7. Do you know anything about our products and services?

What are the Educational Requirements For Call Center Customer Service Representatives?

Call center customer service representatives should have a high school diploma or equivalent education and on-the-job training. They should also have outstanding interpersonal and communication skills and experience using computers.

How Much To Pay Call Center Customer Service Representatives When Hiring

Based on the job and the experience, the range will vary quite a bit. According to the Bureau of Labor Statistics, the median income for call center customer service representatives in 2019 was $16.69 per hour or $34,710 per year. Compensation and pay can vary based on your local city and state.

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