Job Descriptions/ Call Center Agent

Call Center Agent Job Description: Duties, Skills, Experience & Salary

A Call Center Agent handles incoming and outgoing customer calls to resolve queries, offer support, or promote services. They follow scripts, document interactions, and aim to deliver a positive customer experience on every call.

Attract top professionals with our job-post-ready call center agent job description template. It includes key responsibilities, essential skills, educational requirements, and salary insights.

May 23, 2025

Call Center Agent Job Description Template

Job Title: Call Center Agent

Location: [Insert Location]

Job Type: [Full-time/Part-time/Contract]

Reports To: Call Center Supervisor / Customer Service Manager

About the Role

We’re looking for a dynamic Call Center Agent to deliver outstanding customer service over the phone. As the bridge between customers and our company, you’ll handle inquiries, resolve issues, and build positive relationships. This role requires excellent communication, empathy, and a customer-focused mindset.

Call Center Agent Job Responsibilities and Duties

Answer inbound calls and respond to customer inquiries promptly and professionally
Resolve customer complaints or escalate issues to supervisors when necessary
Collaborate with team members to ensure consistent service quality
Process customer requests, such as account updates, orders, or billing inquiries
Document call details and customer interactions in CRM systems
Provide information on products, services, or company policies
Stay updated on call center scripts, product offerings, and procedures
Align efforts with customer satisfaction and call center performance goals
Communicate customer feedback and trends to supervisors

Call Center Agent Qualifications and Skills

Strong verbal communication and active listening abilities
Solid understanding of customer service principles and call center operations
Excellent proficiency with call center software and CRM tools (e.g., Zendesk, Avaya)
Experience in telephone-based customer service or support roles
Ability to remain calm and professional in high-pressure situations
Strong problem-solving and multitasking skills
Customer-centric and adaptable approach

Education and Experience Requirements

High school diploma or equivalent; Associate’s degree in Communications or related field preferred
1+ years of experience in a call center or customer service role
Familiarity with call center technology and performance metrics (e.g., AHT, FCR)
Proven ability to meet customer satisfaction or call resolution targets
Certifications like CCSP (Certified Customer Service Professional) are a plus

To apply, send your resume and a brief cover letter explaining your call center experience. Email your application to [email protected] or call +1 999999999 for more information.

Call Center Agent Average Salary

In the U.S., Call Center Agents typically earn between $42,830 and $48,000 per year, depending on experience, industry, and location. Those in specialized sectors or with strong performance metrics may earn additional incentives or shift differentials.

Hire the Right Call Center Agent Today

A well-written call center agent job description will help you attract reliable candidates. It helps attract dedicated professionals who enhance customer experiences, resolve inquiries, and support business goals.

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Frequently Asked Questions

1. What is a Call Center Agent?

A Call Center Agent is a frontline professional who handles customer interactions, addressing inquiries, resolving issues, and providing information to ensure customer satisfaction.

2. What does a Call Center Agent do?

A Call Center Agent manages incoming and outgoing calls, assists customers with their concerns, processes orders, and provides product or service information.

3. What are the responsibilities of a Call Center Agent?

The responsibilities of a Call Center Agent include answering customer calls, resolving complaints, processing transactions, updating customer records, and collaborating with other departments to enhance service quality.

4. How to hire a Call Center Agent?

To hire a Call Center Agent, define the role's requirements, post the job on relevant platforms, and assess candidates' communication skills, problem-solving abilities, and customer service experience.