A Call Center Representative, or Call Center Agent, takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problems.

Call Center duties and responsibilities

Call Center Representatives complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’s positive reputation. They often have the following responsibilities:

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Call clients and customers to inform them about the company’s new products, services and policies
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
• Collaborate with other call center professionals to improve customer service
• Help to train new employees and inform them about the company’s customer management policies