Call Center Agent Job Description
For those who enjoy talking with a diverse cross-section of individuals, taking orders, solving problems, and engaging with the public in general, a call center agent position could be an enjoyable career. This position normally requires long hours sitting, with a phone-connected communication device, many-times doing repetitive work. These workers offer an important liaison, communicative connections between a company and the customers that purchase products or services from that company. While most interactions with customers are through phone lines, there may also be asked to use fax, chat, email or other means to communicate with a client.
Education, Skills, Responsibilities and Functions
- A high school diploma is normally required for these positions with a General Education Degree (GED) acceptable in lieu of a HS diploma.
- Previous call center experience or employment in a position assisting customers, answering phones and/or emails will help land a position as a customer service agent.
- Some call center agents may require specialized technical training in a specific product or type of products such as computers, operating systems or computer software for these positions. While the company training program may provide this specialized training, extensive computer competency is highly desirable.
- Good typing ability along with written and vocal communicative skills, are a must for this position.
- A pleasant disposition and eagerness to assist customers may be substituted for a lack of real-world experience as most companies will have extensive training programs applicable to the service or products they handle.
- Adapt in general and specialized computer software programs such as email clients, word processing, spreadsheet and database applications.
- A developed sense of creative problem solving, along with patience and the ability to handle angry and irate clients is crucial for call center workers.
- Answering inbound calls in a professional and friendly manner and assisting clients in an array of issues from a diverse set of industries from customer bank account issues to specific product operation and support problems.
- Represent the company in an outstanding manner, establishing a helpful and friendly rapport customers.
- The ability to create and update comprehensive databases to keep track of customers and support issues.
- Help build interest and customer loyalty for the company's products and services and the use of basic salesmanship to sell products and services to potential and existing customers.
- Take customer complaints and develop support cases and assist clients in solutions to their problems and issues.
- Be trustworthy in taking financial information from customers such as credit card, social security and bank account numbers. Some positions may require background checks and the ability of the individual to be bounded.
- Communicate with supervisors regarding specific problems or issues that are beyond the agents capabilities. Knowledge of when to pass a case onto a supervisor for follow-through or to provide additional service.
- Provide regular feedback and input to supervisors and management personnel regarding company policies and procedures and their effectiveness or lack thereof.
- Making note of specific customer suggestions and monitoring potentially different methods from competing companies for opportunities to suggest changes in company policies and procedures.
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