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Call Center Agent Job Description Sample

Writing a great job description is a necessary component of enticing, selecting, and retaining highly-skilled performers for your business. However, managers often view the responsibility as daunting. If you are confused about how much and what to include in a job description, try breaking it down into small sections. A good job description is the essence of the information that inspires job seekers with an interest in working for your company and ultimately helps them make the choice to apply. Make sure to use a concise and clear writing style to describe the exact responsibilities, duties, and job specifications correctly, such as those included in the Call Center Agent job description sample.

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Call Center Agent Job Description Sample

We have included below an example of Call Center Agent job description to provide guidance when drafting a great job description that will attract the top performers.

Call Center Agent Job Summary

You will answer incoming calls from customers who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of the product terms and features and project a professional company image through voice and online interactions.

Call Center Agent Job Responsibilities and Duties:

  • Answer incoming calls and respond to customer’s emails
  • Management and resolve customer complaints
  • Sell products and place customer orders in the computer system
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers
  • Research required information using available resources
  • Research, identify, and resolve customer complaints using applicable software
  • Process orders, forms, and application
  • Route calls to appropriate resources
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer calls
  • Follow up customer calls where necessary
  • Upsell products and services
  • Complete call logs and reports
  • Other duties as assigned

Call Center Agent Qualifications and Skills

  • High school diploma or equivalent
  • Proficient in relevant computer applications
  • 1-3 years of experience in a call center environment
  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Superior listening, verbal, and written communication skills
  • Ability to handle stressful situation appropriately

Company Profile

The HGA Corporation is one of the most profitable finance companies in the nation. The rapid growth of the business has created a wealth of career opportunities. Our e-commerce business offers innovative products online to countless people across the United States. If you are searching for a dynamic career opportunity with tremendous advancement opportunities, HGA Corporation is the answer.

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Call Center Agent Job Responsibilities

The overall point of a job description is to provide a detailed snapshot of the job and its duties to the reader. In most descriptions, the responsibilities section is the longest and most important, and recruiters will need to be sure their section gets the primary points across to the potential candidates. No one should list a variety of mundane tasks in this section, and before posting your call center agent job description, you should be sure its responsibilities section contains information about the most important duties of the job.

When writing an informative responsibilities section, it is always important to use the correct bulleted format. If you want your call center agent job description to command the attention of the reader for an extended period of time, use active, emotionally captivating language. As an employer or recruiter, you will want to avoid scaring away potential candidates with a grocery list of boring tasks, so you should limit this section to 6-8 bullet points. The following call center agent job responsibilities would fit into the responsibilities section perfectly:

  • Answer incoming calls from customers and address any questions or concerns they may have
  • Provide customers with confidential information about their accounts
  • Help customers who are behind on payments establish payment plans and better understand the billing process
  • Connect callers to the appropriate department or supervisor
  • Peacefully resolve customer issues and complaints in a timely and respectful manner
Call Center Agent Job Specifications

As important as the job responsibilities section is, you will need to write a bit more if you wish to attract the right type of candidates. In a call center agent job description, you will need to help readers understand what you will expect of them if you hire them. To do this, you will need to create a bulleted list of required and desirable professional skills and qualifications. You should include information regarding the ideal candidate’s background, talents and education level in this particular section.

When writing this section of the call center agent job description, it is important to avoid listing too many required skills. Doing so will intimidate qualified jobseekers, and you certainly don’t want to scare away great applicants. Many recruiters find it helpful to speak with supervisors and other employees about the specific traits they are looking for in candidates. Take a look at the following examples of call center agent job specifications, and see if your section stacks up:

  • Bachelor’s degree desired, but not required
  • Ability to sit and listen to others for an extended period of time
  • Exceptional communication and interpersonal skills
  • Capable of remaining calm in a high-stress, dynamic environment
  • Willingness to learn new customer service procedures and policies on a regular basis
  • Stellar phone etiquette and customer service skills

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Writing Your Call Center Agent Job Description: Dos and Don’ts

The more accurate you can make a job description upfront, the more useful it will become in the future. Follow these helpful dos and don’ts best practices to ensure that you have included everything perfectly.

• Do indicate that other duties may be assigned as needed.
• Do identify the abilities, skills, and knowledge needed to perform the job.
• Don’t list more than 10 key responsibilities.
• Do use a good title as a framework for your job description.
• Do eliminate unnecessary words to make the description easy to read.
• Do include the responsibility level and describe the purpose of the job.
• Don’t use adverbs or adjectives that are subject to interpretation.
• Do describe the reporting structure of the position.
• Don’t use biased terminology or superfluous language.
• Don’t include benefits information or salary ranges if it is against company policy.

A well-written Call Center Agent job description is a valuable performance management tool, and an ideal method for attracting the best talent for the position.