A thoughtfully written job description engages the best talent and makes a case for why they should pursue a career with your company. Even in a slow economy, the cream of the crop tends to be in a position to be picky about employment because their premier skills and expertise usually affords them a high degree of stability. If you want to draw candidates who can bring something special to the table, you need to take the time to draft a job description that demands the attention of the highest caliber people. To help guide you, we have created a call center representative job description sample for your reference.
Framing each section of your listing in a manner that clearly communicates the information important to the consummate call center professional is key to attracting the attention you want. Carefully consider what you have to offer, both in terms of the opening you’re advertising and in terms of your company. Highlight the requirements that will keep the less-qualified from wasting your time, and point out the benefits that will make the highly qualified want to bring their talents to your business. Here is an example of a call center representative job description designed to appeal to top candidates.
Call Center Representative Job Summary
You will serve as the first point of contact for a premier provider of logistics services to businesses of all sizes. You will represent our core values of Communication, Integrity and Accountability as you shepherd the needs of customers new and old through to their optimal fulfillment. You will collaborate with sales teams and project managers to support the seamless delivery of services consistent with our commitment to client satisfaction.
Kutcher Logistics offers a highly-competitive benefits package, including:
• Industry-leading base salary
• Comprehensive healthcare plans with generous company contributions
• Retirement plans including 401K with company match
• Flexible Spending Account
• Unlimited Paid Time Off
• Company training
• School tuition assistance
• Career development programs
Call Center Representative Job Responsibilities
- Receive phone calls and chat requests from prospective and existing customers
- Provide accurate and reliable information about the company and products and services offered
- Complete account-maintenance requests
- Assist clients with technical issues and escalate to appropriate departments when necessary
- Engage customers in friendly conversation to identify specific business needs and recommend the best solutions
- Recognize and pursue opportunities to cross-sell and/or to promote value-added products and services
- Overcome resistance and objections using gentle persuasion
- Assume ownership of any issues identified during client interaction all the way to resolution
- Maintain accurate and complete records of all communications with customers using proprietary client-management software
- Communicate opportunities and issues with sales team and project coordinators
- Consistently meet or exceed quality assurance standards and other key metrics for performance
Call Center Representative Skills and Qualifications
- Associate’s Degree, preferably in business or a related field
- Bachelor’s Degree preferred
- Two to five years of experience in a high-volume call center
- Ability to quickly learn proprietary software
- Flexibility to adapt to an environment of rapid, constant change
- Prior experience in sales or offering value-added solutions
- Dedicated work ethic with a proactive approach and a responsive attitude
- Demonstrated capacity to defuse and deescalate complex situations
- Professional interpersonal, written and oral communication skills
- Effective ability to handle multiple priorities in a fast-paced environment
- Verifiable touch-typing speed of 45 WPM or greater
- Proficiency in Microsoft Office
Kutcher Logistics began in a San Bernardino basement in 2002 with a meager investment of $15,000—the entirety of our founder’s life savings. By the end of our first decade, we had grown into one of the dominant forces in the business services industry. Our continued success as a Fortune 50 company is driven by our core values of Communication, Integrity and Accountability, exemplified every day by our internationally recognized family of superlative employees.
What to Include in Your Call Center Representative Job Description
A well-written job description goes beyond simply stating that there is an opening and listing a few requirements and a phone number. It grabs the attention of potential applicants and provides enough detail to prompt the readers to prescreen their own suitability for the position. It paints a positive image of the company that helps a prospective candidate decide that it would be a good place to start a new chapter in his or her career.
Here are some important elements to include in your call center representative job description:
• Title – A position’s title should concisely indicate what an applicant would be expected to do. It should be compatible with titles for similar jobs in the same industry and should convey the career level of the position (e.g. senior, assistant, chief).
• Job Summary – Provide a brief overview of the primary purpose of the job. This short paragraph is designed to elaborate on the job title by quickly explaining the most important expectations of daily work in the post. Try to keep the summary to less than three sentences.
• Responsibilities – Here you would expound further on the job, providing more detailed information on the essential functions of the position. Be clear and unambiguous about your expectations in order to paint an accurate portrait of a typical day in the role. Shoot for 5-10 items, beginning each with an action verb.
• Requirements – Include a section covering the basic knowledge, skills and abilities you deem necessary to properly deliver on the job’s responsibilities. List any specific educational, work-history and metrics (such as typing speed) that serve as the minimum acceptable skillset for the position. Feel free to mention preferences that aren’t strict requirements, as well, but stay focused.
• Company Profile – This is where you sell your company. Write a few sentences that talk about where the organization came from, what it is today, and where it plans to go in the future. Reveal something about the business philosophy and values, so potential candidates can see if their own values are compatible.
• SEO – It should be no surprise in today’s world that search engines will play a key role in the job-seeking activities of most of your prospects. Developing an understanding of the likely search terms job hunters may employ can help you incorporate keywords that could boost your posting’s ranking in search results. This is especially important, considering most potential hires only view the first page of results to their employment queries.
• Call to Action – Always end on a note that motivates possible candidates to act. A call to action can be as simple as “Apply Now” or “Submit Your Resume.” Keep it simple, clear and direct.
Keep the needs of your prospects in mind while writing the listing and home in on ways the position could help them feel fulfilled. Remember that the best and brightest care about more than just what they’ll be expected to do for your business. They also want to feel at home in a new role.
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Writing Your Call Center Representative Job Description: Do’s and Don’ts
As you develop your employment announcements, there are some rules of thumb to keep in mind to further improve your results:
• Don’t provide unclear submission guidelines. Make it simple for an interested candidate to figure out your application process.
• Do include salary information and benefits if your company’s policies allow. Most applicants are suspicious of non-management positions that omit pay.
• Don’t obscure whether the job is full- or part-time or whether it’s temporary or permanent.
• Do include details on the locations of the work and how much travel will be expected.
Maintaining discipline when writing job listings helps to ensure potential applicants can answer most of the questions they may have before deciding whether to apply. That way, the resumes that cross your desk should reflect a more appropriate and interested candidate pool.
Some Job Description Do’s and Don’ts
- As you compose your employment listing, here are some tips to keep in mind:
- Do use bullet lists to make your description more engaging and easier to read.
- Do provide a comprehensive overview of the position’s requirements to help readers determine if they suit the job.
- Do promote the company’s strengths to get the prospective candidate excited about applying.
- Don’t resort to vagueness or “sugarcoating” in an effort to increase the number of applicants. Quality matters more than quantity.
- Don’t incorporate too many keywords. Any keywords used should be relevant and natural.