Call center customer service representatives wear many hats. If they’re answering calls in a single company call center, they’re situated to use their knowledge of company products and services to provide information, solve problems, or facilitate sales. If they’re answering calls in a multi-customer call center environment like SAS, customer service reps are less specialized in their individual company knowledge and more focused on the basic tenants of customer service, like listening to customers, understanding their needs, looking for solutions based on the available script, and escalating any requests that are out of their scope to a representative at the company. With either path, the job itself can be both challenging and rewarding.
If you’re interested in a career as a call center representative, but don’t know if it’s the right fit for you, then you’re in luck. We’ve analyzed hundreds of job posts on the top 5 job posting sites and consolidated all possible requirements, responsibilities, and benefits all in one spot. You can read through the general data from each website, compare qualifications and requirements, and determine if this line of work is something you’d want to pursue. Each site is broken down into Responsibilities, Qualifications, and Benefits, and then broken down again into the following:
Most: Includes items that are prevalent among many job postings within the site.
Some: Includes items that are somewhat prevalent among job postings within the site.
Few: Include items that are sparse among job postings within the site.
#1. Indeed.com
Responsibilities
Most:
- Handle inbound and outbound calls as well as electronic referrals in a professional manner
- Open new cases accurately according to policy and procedures
- Develop and maintain professional relationships with customers
- Perform data entry by updating customer accounts and editing information
- Deliver exceptional service and 100% customer satisfaction
- Provide our clients with timely and accurate information, and take appropriate corrective actions regarding our services to ensure the customer’s complete satisfaction
- Process telephone calls and triage problems in accordance with company standards and other verbal and written training policies
- Ability to quickly learn and navigate new computer software
- Ability to multitask
Some:
- Must be proficient in Microsoft Office
- Ability to utilize up-sell and cross-sell techniques
- Ability to work on a team and thrive in a team environment
Few:
- Must participate in employee activities
- Must possess strong geography skills
- Able to work overtime with little or no notice, as needed
Qualifications
Most:
- 1-3 years of experience in the customer service field
- Maintain at least a high school diploma
- Excellent time-management skills
- Proficient with relevant computer programs
- Must be able to work in a fast paced environment
- Enthusiastic and positive attitude
- Excellent verbal and written communication skills
Some:
- Must be proficient in Microsoft Office
- 1-5 years of call center experience preferred
- Ability to utilize up-sell and cross-sell techniques
- A college education (Associate’s or Bachelor’s degree) is preferred
Few:
- 1-5 years of call center experience required
- A college education is required
- Must be detail-oriented with proven problem-solving skills
- Experience in the medical field is strongly preferred
Benefits
Most:
- Healthcare for associates, eligible dependents, and partners
- Paid time off, including vacations and holidays
- Dental insurance
Some:
- 401(k) plan
- Life insurance and disability protection
- Potential to reach and receive bonuses
Few:
- Pet insurance
- Paid volunteer time off
- Casual work environment
#2. CareerBuilder.com
Responsibilities
Most:
- Continually maintain a working knowledge of our client’s products, services and promotions
- Maintain high quality standards while making recommendations according to customer’s needs
- Keep records of customer interactions, recording details of inquiries, complaints, and comments as well as actions taken
- Consulting with existing customers to recommend a variety of products and services to meet their needs
- Ensure a positive customer experience by educating customers on the features and benefits of additional services.
- Listen and respond to customers to resolve issues in a friendly and professional manner
- Ability to work well in a dynamic, fast changing environment
- Update customer accounts accurately and efficiently
Some:
- Must be available to work weekends
- Be able to handle incoming calls, outgoing calls, emails and live chats sometimes simultaneously
- Communicate professionally via phone for the majority of the day
Few:
- Must be available to work night shifts
- Ability to speak multiple languages preferred
Qualifications
Most:
- Reliable and dependable work habits
- Proficient computer and data entry skills
- High school diploma or equivalent
- Friendly, conversational and engaging phone presence
- Previous customer service experience
Some:
- Must be at least 18 years of age
- Flexible availability
- Previous call center experience
Few:
- Sales or retail experience required
- Must have a college degree
- Must be able to pass a typing test
Benefits
Most:
- Paid on the job training
- Health care coverage available after 3 months
- Growth opportunities
Some:
- Guaranteed weekly pay plus performance incentives
- Paid holidays
- Performance based reviews
- Referral bonus offered
Few:
- Free parking
- Full cafeteria
- Casual dress code
#3. LinkedIn.com
Responsibilities
Most:
- Responds to incoming calls from both internal and external customers
- Researches and resolves customer issues; manages difficult situations
- Identifies and escalates difficult customer situations to the appropriate party
- Follow proper procedures for accurate and timely documentation of referral source or patient concerns, and most importantly, take appropriate corrective actions
- Ability to work in team environment
- Ability to multi-task
- Follows through with all customer issues and provides ongoing assistance as needed
- Ability to elicit customer needs with speed and composure
Some:
- Must be able to handle escalated situations from upset customers
- Accurately post payments to accounts entering credits and debits
- Must be able to use some sales techniques
Few:
- Help find and replace lost equipment
- Track shipments
- Must be able to troubleshoot technical issues
Qualifications
Most:
- Excellent customer service skills
- Must be able to learn and use various computer programs
- Excellent communication and interpersonal skills
- High school diploma or equivalent required
- Excellent telephone and active listening skills
- Some customer service experience required
Some:
- Must be able to pass a background screening and drug test
- Must be proficient in Excel
- Must be at least 18 years old
- Must dress professionally
Few:
- Insurance or banking experience is preferred
- Must have over 2 years customer service experience
- Must have zero absences during training
- Previous call center experience
Benefits
Most:
- Full time and part time positions available
- Paid time off
- Dental and vision coverage available
Some:
- Paid 401k matched up to 3%
- Casual dress code
- Paid holidays
Few:
- Opportunity to work from home
- Ability to receive bonus if you are bilingual
#4. Monster.com
Responsibilities
Most:
- Receives approx. 150-200 inbound calls daily from technicians and customers
- Handle all calls with “one call” resolution with minimal transfers to resolve requests
- Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required.
- Effectively utilize customer service skills, technical abilities and resources to satisfy customer needs.
- Provides quality service to increase customer satisfaction.
- Schedule a technician for customer when necessary when over the phone troubleshooting cannot be resolved.
- Comprehends and learns department practices, rules and regulations.
Some:
- Ability to work independently and as part of a team.
- Meet personal/team qualitative and quantitative sales goals and targets
- Produce and/or complete call center and other reports as required
Few:
- Analyze and research more in-depth data of information requested, utilizing resources
- Ability to operate a photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
- Occasional lifting 15 – 20 lbs. (e.g., files, boxes, equipment)
Qualifications
Most:
- Problem solving skills
- Comfortable with ongoing change and learning new technology/processes.
- Ability to navigate multiple computer systems while interacting with the customer
- Dependable, reliable, with a strong attention to detail
- High school or equivalent degree required, college degree preferred.
Some:
- Must be able to type at least 30WPM
- Passion for helping people
- Minimum of (1) year of customer service experience required
Few:
- 4 year degree required
- 2+ years of sales experience with cross-selling, up-selling, and/or referring products
- Background and/or drug test may be required
Benefits
Most:
- Healthcare coverage and 401K
- Paid time off
- Set schedule
Some:
- Competitive compensation
- Fun working environment
- Full time or part time positions available
Few:
- Opportunity for incentive pay
- Occasional company retreats
#5. Glassdoor.com
Responsibilities
Most::
- Answer inbound customer service questions from existing clientele
- Follow guidelines regarding goals, attendance, policies and procedures
- Ability to work in an above average paced environment with minimal supervision
- Record keeping skills and attention to detail a must
- Work diligently and consistently through 8-hour day
- Use computers, automated systems and a variety of company software
- Display a courteous and empathetic attitude to all customers
- Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines
Some:
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Meet personal/team qualitative and quantitative targets
- Grow existing customer accounts through exceptional customer service and effective sales techniques
Few:
- Dealing with customers by phone, email or in person in a professional manner
- Providing customers with discounts, refunds, exchanges or other offers in regards to their purchase
- Complete records of telephonic interactions
Qualifications
Most:
- Ability to think on your feet and improvise quickly while maintaining composure
- High school diploma
- Intermediate to advanced computer skills with the ability to navigate multiple computer screens.
Some:
- Minimum 1+ years telemarketing experience
- Familiarity with CRM systems and practices
- Must have customer service background
Few:
- Able to read maps.
- Must be able and willing to work nights and weekends
- Must have experience in sales
Benefits
Most:
- Healthcare benefits for employees, dependents and spouses
- Holiday pay
- Paid time off
- 401k
Some:
- Commission and monthly bonus opportunities
- Advancement opportunities for top performers
Few:
- Disability
- Weekly employee activities