Call center customer service representatives spend their work day on the telephone speaking with customers to resolve issues and complaints. They work in a facility known as a call center, where a large number of representatives are based. According to O*Net OnLine, the average annual income for call center representatives was $29,860 as of 2008. Call center positions typically require a set of specific job qualifications.
Call center representatives need to be comfortable working with computers, as they will often need to access customer billing records, product information or websites quickly. They also need the keyboarding skills to enter data into customer records or spreadsheets. Representatives may have to type letters to customers, so familiarity with programs such as Microsoft Word may also be required.
Call center representatives spend the bulk of their time on the telephone, so strong phone skills are essential. Representatives need to speak with a clear, pleasant and professional tone and be able to maintain it throughout the call. Some companies may even arrange a telephone interview as part of the hiring process to assess the applicant's phone voice and manner.
Some companies may require some previous sales experience for their call center positions. Reps that handle inbound calls may be required to offer add-on products or services to those who call in with customer service issues. Other call center positions may require making outbound calls to attempt to sell their products and services to existing customers or prospects.
Customer service positions typically require dealing with problems, so a proven ability to resolve problems and complaints may be required. Companies may determine this during the job interview by presenting applicants with hypothetical situations and asking the applicant to describe the steps they would take to resolve the issue.
According to O*Net Online, a college degree is usually not required to obtain a customer service representative call center position. However, some specialized industry knowledge may be necessary. Industries such as insurance may also require that the applicant possess or obtain a license as a condition of employment.
- Photo Credit customer service image by Petro Feketa from Fotolia.com
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