With the increasing use of the Internet, applying for a job is easier than ever. While this means that many companies are able to gather a large amount of applications for any given job, it also means that sifting through applications can be even more time consuming than it used to be. In order to find the right person for the job, getting a qualified applicant is more important than finding ten unqualified ones. To streamline the hiring process, you’ll want to craft a job description that is well thought out and attracts the type of workers you’re looking for. Below is a call center specialist job description sample, which you can use as a springboard for creating your own.
Call Center Specialist Job Summary
You will be interacting with customers over the phone in order to ensure smooth transactions. You will answer customer questions and direct them to the appropriate manager when necessary, and you’ll use discernment when dealing with customer complaints.
Call Center Specialist Job Responsibilities and Duties
- Obtain and verify information for incoming orders.
- Enter orders into the database with accurate information.
- Maintain the call center database and update the contact log.
- Provide service by answering customer questions and offering assistance.
- Handle customer complaints under company guidance and seek assistance when needed.
- Offer suggestions for streamlining processes and increasing efficiency.
- Report malfunctioning equipment and software to supervisors.
- Participate in educational opportunities in order to keep your job knowledge up to date.
- Handle calls with professionalism and courtesy.
Call Center Specialist Skills and Qualifications
- Good listening and verbal skills
- The ability to type at least 75 WPM
- Strong English language skills
- 1+ years of experience handling multi-line phones
- Multitasking skills in fast-paced environment
- The ability to work independently without much direct supervision
- Exhibiting patience and confidence with a diverse clientele
- Knowledge of footwear preferred
Assure Footwear has been selling high quality orthopedic shoes, both nationally and internationally, since 2004. We strive to meet each customer’s needs through our friendly staff and attention to detail. Our mission is to foster a lasting relationship between wholesalers and merchants in order to deliver products we believe in to our growing clientele.
Writing a Job Description Best Practices
- While the above sample can be a helpful reference, knowing what goes into a good job description can help you build one without needing to refer to continually refer back to an example. By keeping in mind several dos and don’ts, such as the ones detailed below, you can write your own call center specialist job description with confidence.
- Do list a job title that prospective employees can easily find in a job search. Also, use a clear title that explains what the position is, as well as the level (senior, entry level, etc.)
- Do write a one to three sentence summary that accurately sums up the most important parts of the job.
- Do use bullet points when listing the duties and responsibilities of this position, as doing so will make the information more reader friendly. Five to 10 bullet points is the ideal amount to list on the job description, since it provides enough information without being laborious to read.
- Do use language that reflects the personality of the company. Writing in a unique tone will help the candidate know what type of company he or she would be working for.
- Don’t use vague language in the job description. Instead use action verbs and concrete phrases to display the information with enthusiasm and precision.
- Don’t forget to proofread your posting before submitting it. Reading it out loud can help you catch errors you may not have noticed otherwise.
- Do provide a “call to action” at the end of the job description that lets the candidate know how to apply.
- Do include salary information if the company has approved this disclosure. Displaying a competitive salary can help booster the number of high quality applicants.
- Do include any benefits information, such as medical leave, 401(k) or vacation pay.
The call center specialist job description sample, as well as the above dos and don’ts, can aid you in creating the perfect job description for your company. By taking the time to craft a posting that potential employees won’t want to brush over, you can save yourself a lot of hassle and fill the position quickly.
Call Center Specialist Job Responsibilities
Building a great call center team means using a great job description to attract candidates who can thrive in your work environment. When writing a well-crafted call center specialist job description, you should focus on providing a succinct yet inviting summary of daily responsibilities that conveys the scope of the job using action-oriented language.
What is action-oriented language? It’s a style of writing that replaces passive statements with sentences beginning with engaging, energetic action verbs that capture the reader with a sense of involvement. Your call center specialist job description should incorporate 8-10 of these statements in bullet format. Focus on general expectations, and give applicants brief insight into the industry, products and customers they’ll be working with. Let them know if the job is inbound, outbound or both. Also mention if the role involves sales or other auxiliary functions. Cover the relevant bases without overwhelming with unnecessary information.
For an example of how to write succinctly while still being informative, review our call center specialist job responsibilities:
- Manage inbound calls pertaining to customer orders and requests for information
- Look up pricing and product details for VIP GSA contract customers of major office supply retailer
- Handle accurate, timely order entry dictated over the phone
- Recognize and pursue up-sell and cross-sell opportunities during the order process
- Confirm order information and payment method with customer
- Provide order number and tracking information
- Follow up on order inquiries or issues as needed
Call Center Specialist Job Specifications
Considering the rapid-fire pace of a call center job and the specialized skills required to handle certain types of clients and/or products, your call center specialist job description should have a list of hard and fast requirements essential for any candidate to succeed with your team. Many of those requirements come from your existing team, and from trial and error with past hiring phases. Make sure to integrate your expectations into the call center specialist job description as a list of job qualifications and skills, detailing mandatory criteria for candidate consideration.
Bypass unqualified applicants early on by culling anyone who doesn’t meet these requirements — if they don’t preemptively cut themselves upon realizing they don’t qualify. Screening criteria are a great tool for taking much of the effort and tedium out of the recruiting process, and no job description is complete without them. Be clear in what you want, but don’t hyper-focus on nonessentials or you risk chasing away potentially ideal jobseekers.
Here’s a look at how we wrote our list of sample call center specialist job specifications:
- Experience working with GSA contract customers, purchase cards and purchase orders
- Accurate typing speed of 60 wpm or more
- Professional customer service demeanor appropriate for government customers
- Expertise in institutional retail sales
- Knowledge of call handling and routing software