Call Center Agent Job Description

Finding qualified, reliable individuals to join your staff is an essential step in growing your business. We’re here to make the hiring process as easy as possible for you. In this guide, we’ll cover all of the following:


WHAT TO INCLUDE IN A JOB DESCRIPTION

A good job description should include a company overview and job overview, as well as an explanation of the associated responsibilities, skills & qualifications, and work environment. Below are some general guidelines for writing each of these sections effectively.

1. COMPANY OVERVIEW


Providing an accurate, concise description of your business is a great way to attract the right employees. Think of this section as an advertisement for your company -- why should prospective employees want to join your team?

Some useful things to include here are:

  • Core company values
  • Mission statement
  • Brief history of your organization
  • Anticipated growth
  • Business goals

 

2. JOB OVERVIEW


In a few sentences, describe the purpose, importance, and fundamental qualities of the position being offered. No need to be too specific or comprehensive here -- the idea is to provide a zoomed-out image of the role the applicant would be filling in your company.

3. RESPONSIBILITIES


This is where you’ll outline the specific day-to-day responsibilities of the job. Bullet-point format is typically the most practical way to present this information.

4. NECESSARY SKILLS & QUALIFICATIONS


List in bulleted format the skills & qualifications that are absolutely essential to this position. Consider as many specific conditions of the job as possible in order to create a complete list of qualifications an applicant must have in order to succeed.

5. PREFERRED SKILLS & QUALIFICATIONS


List in bulleted format the skills & qualifications that are not essential, but would make an applicant more eligible for the position being offered.

6. WORK ENVIRONMENT


Describe the environment in which the applicant would be spending most of their time. In this description, include information about:

  • Company culture
  • Pace of work
  • Amount of collaborative vs. independent activity
  • Who the employee will report to (or vice versa)

Call Center Agent Job Description

Below is our call center agent job description. You can post it as-is to an online job board like ZipRecruiter, or download and customize it to match the unique aspects of your business. Keep in mind that adding a custom company overview and description of the work environment (outlined above) will help you draw in the right applicants.

Call Center Agent Job Description

Job Overview:

Our call center agents are the voice that connects our customers to our company. Our call center agents are expected to be polite, professional, and personal with whoever they speak to. It is essential that our agents listen attentively to correctly interpret the wants and needs of our customers. Much frustration comes from misunderstanding, so it important that you seek to understand the customer prior to giving suggestions. The ideal candidate is extremely patient and a fast problem-solver. The volume of calls at our call center can vary drastically. This requires our agents to be flexible and accessible at all times.

Responsibilities:

  • Greeting customers and establishing credibility
  • Answering customer questions accurately
  • Escalating phone calls according to protocol
  • Keeping a clear call log
  • Making accommodations for unique customer situations
  • Participating in company training programs
  • Assisting fellow employees
  • Handling difficult customers with courtesy

Necessary Skills & Qualifications:

  • Minimum 1-year call center experience
  • High school diploma or equivalent
  • Team-oriented mindset
  • Flexible attitude
  • Excellent customer service skills
  • Ability to follow scripts and learn new software programs
  • Ability to sit for long periods of time
  • Flexible schedule

Preferred Skills & Qualifications:

  • Bachelor’s degree in communications or equivalent
  • Prior management or training experience
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3 STEPS TO TAKE WHEN HIRING EMPLOYEES

ENSURE LEGAL COMPLIANCE


Hiring employees can be an intimidating and time-consuming process, but it doesn’t have to be. We’ve created a hiring compliance checklist to help you get over the legal hurdles with ease. From obtaining an Employer Identification Number (EIN) to confirming work eligibility, our guide covers everything you need to know.

SET UP PAYROLL


Even if your business only has a few employees, setting up a payroll service can save you time for running your business and also ensure that your company is compliant with important federal requirements, such as employee withholding.

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We recommend Gusto, a user-friendly payroll platform for small businesses. Try out their services and get one month free.

Sign up now

ACQUIRE WORKERS' COMP INSURANCE


Workers’ compensation insurance provides financial and legal protection for your business and its employees.

Whether or not you need workers’ comp insurance for your company depends on the nature of the job, the employer-employee relationship, and the unique regulations of your state.

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Find out how much the right insurance will cost you.

GET A QUOTE