The number of roles that a customer service professional might have to fill on any given day is a big part of what makes the job so challenging. But it’s also a big part of what makes the job so rewarding; there are so many ways to deliver value to your customers, make people happy and help your business grow. Dependable and honest Casino Floor Supervisor has excellent monitoring and evaluative skills of table game dealers.Has excellent interpersonal and customer service skills and believes strongly in casino policy and procedure adherence by all staff.Has more than seven years of experience as a Casino Floor Supervisor and a high school diploma.

1. Call Center Job Description

The call center job description provides a clear understanding of the call center agent's role in both outbound call centers and the inbound call center. It details the duties, responsibilities and skills needed to work in a call center.

The call center function varies from one industry to the next but there are tasks and competencies common to most call center jobs regardless of company specifics.

CALL CENTER AGENT

General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks, Duties and Responsibilities

• answer calls and respond to emails
  
• handle customer inquiries both over the phone and by email
  
• research required information using available resources
• manage and resolve customer complaints
• provide customers with product and service information
• enter new customer information into system
• update existing customer information
  
• process orders, forms and applications
• identify and escalate priority issues
• route calls to appropriate resource
• follow up customer calls where necessary
• document all call information according to standard operating procedures
• complete call logs
• produce call reports

Education and Experience

• high school diploma or equivalent
  
• proficient in relevant computer applications
• required language proficiency
  
• knowledge of customer service principles and practices
• knowledge of call center telephony and technology
• some experience in a call center or customer service environment
• good data entry and typing skills
• knowledge of administration and clerical processes

Key Competencies and Skills

• verbal and written communication skills
• listening skills
• problem analysis and problem solving
• customer service orientation
• organizational skills
• attention to detail
• judgment
• adaptability
• team work
• stress tolerance
• resilience
  

Outbound Call Center Agent Job Description

General Purpose

Interact by phone with outside parties to solicit orders for goods or services, request donations, make appointments, collect information or conduct follow-up.

Main Job Duties, Tasks and Responsibilities

• contact businesses or private individuals by phone
• deliver prepared sales scripts to persuade potential customers to purchase a product or service or make a donation
• describe products and services
• respond to questions
• identify and overcome objections
• take the customer through the sales process
  
• obtain customer information
• obtain possible customer leads
• maintain customer/potential customer data bases
• follow up on initial contacts
• complete records of telephonic interactions, orders and accounts

Education and Experience

• high school diploma or equivalent
  
• proficient in relevant computer applications and call center systems
  
• good typing skills
• knowledge of sales principles and methods
• proven track record in sales
  
• required language skills

Key Competencies and Skills

• communication skills
• persuasiveness
• problem solving
• adaptability
• tenacious
• negotiation skills
• stress tolerance
• high energy level

Use this call center job description to write a winning call center resume

Do you need some help with your resume? Use the sample call center resumes to help you develop a winning call center resume.

Call center and customer service representative job descriptions

Call Center Job Description Template

Call center job interview questions

Are you preparing for a job interview? Use these interview guides to help you.

CALL CENTER INTERVIEWS

Call Center Interview Questions

CALL CENTER INTERVIEWS

Customer Service Interview Questions

CALL CENTER INTERVIEWS

Call Center Behavioral Interview

Sales Interview Questions

The call center job description can be used by both job seekers and employers to provide a practical reference for the role of the call center agent, call center representative or customer service representative.

Latest Update - Call Center Salary

Indeed.com reports that the average salary for US-based Call Center Representative job postings on the site is $2,192 per month as of December 2020.

Customer Representative Job Description

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A well-written job description can help you find and connect with excellent candidates for your company’s open positions. Use Monster’s customer service manager job description template to make it easier for you to achieve this goal. Follow the template’s organization and then customize it with your own words that represent the job that you need to fill. For more ideas on what to write, take a look at our customer service job listings.

Customer Service Manager

Customer Service Job Description Examples

[Intro Paragraph] We suggest starting your customer service manager job description with a marketing summary of your company. The summary should include strong reasons why your company stands out compared to its rivals and should get job seekers excited to apply. Anything that makes your organization special or unique needs to be emphasized here.

Customer Service Manager Job Responsibilities:

• Maintains customer satisfaction by providing problems-solving resources.
• Answers customers’ questions.
• Manages staff.
• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
• Communicates job expectations to other employees.
• Plans, monitors, appraises, and reviews job contributions of others.
• Enforces company policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
• Prepares and completes actions plans.
• Implements production, productivity, quality, and customer-service standards.
• Resolves problems.
• Completes audits.
• Identifies customer service trends and determines system improvements.
• Meets customer service financial objectives by forecasting requirements.
• Prepares annual budgets.
• Schedules expenditures.
• Analyzes variance and initiates corrective actions.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Conducts surveys and forms focus groups.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Resolves problems and disseminates advisories and warnings.
• Detects and diagnoses network problems.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.

[Work Hours & Benefits] We recommend putting discussing working hours and benefits in this section of your job description. Because it’s a very relevant topic for the job seeker, they are likely to continue reading the job posting when the information is placed here. Be sure to provide specific details concerning working conditions or requirements, including weekend work or overtime.

Customer Service Manager Qualifications / Skills:

• Customer service skills
• Process improvement
• Strong decision-making skills
• Managing processes
• Staffing
• Planning
• Tracking budget expenses
• Analyzing information
• Developing standards
• Help desk experience

Education and Experience Requirements:

• High school diploma or equivalent
• Experience in customer service
• Some employers may prefer the completion of an undergraduate degree or certificate

[Call To Action] Putting a call to action at the end of your customer service manager job description will probably get you more responses to your job posting. This provides the job seeker specific instructions about how to apply. For example, tell them to apply clicking on the “apply” button at the top of the job listing, by emailing a resume to a specific individual, or by filling out an application on the company’s website.

Make your job description work for you and find quality hires

Customer Care Manager Job Description

If you’re trying to find good candidates, your customer service manager job description can help bring them to you. But then you’ll have to take time to sift through resumes and make decisions. This is time-consuming, so get help from Monster. We’ve got recruiting and hiring needs with a variety of plans that you can choose from. Learn more today.