Job description for a Call Center Rep: Attract call center reps with your commitment to customer service

Job Description for a Call Center Rep - Attract Call Center Reps with Your Commitment to Customer ServiceFinding a quality call center rep for your organization requires a job description that can capture the attention of professionals. Customer service is at the heart of call center reps — they are talented individuals who can clearly communicate with callers and provide assistance that produces customer satisfaction. From software troubleshooting to growing a Japanese bonsai garden, call center reps will field all sorts of calls from customers and resolve issues.

Current job descriptions advertised for call center reps range from the powerful to the disastrous. Following on from our post on what makes a great job description let’s take a look and find out what makes or breaks a call center job description in particular.

Job Posting #1

Call Center Sales Representative
Earn $24K to $33K Plus!
Chicago, Illinois
Start Making Real Money!

               is one of the largest, fastest growing and most profitable consumer specialty finance companies in the United States, with a family of brands to include:               . The rapid growth of the company has created a wealth of career opportunities. This year we are launching an e-commerce business which will offer innovative products online to millions of people who cannot count on banks to solve their everyday financial needs. If you are looking for a dynamic career with significant earning potential and tremendous advancement opportunities, you have come to the right place.

Position Summary:
               is seeking an Application and Product Support Specialist to join the contact center supporting our new online business,               . This role will be part of the initial contact team for customers interested in our products and will be responsible for assisting customers in completing applications on line and over the phone, informing customers of the product features and terms, and persuading customer to submit their application.

               offers a competitive benefits package, which includes:
Competitive base salary
Group Healthcare Plan
401k with matching company contribution
Flexible Spending Account
Paid Time Off
Company training
Accelerated career advancement

Essential Duties and Responsibilities:

  • Receive inbound calls including transferred sales leads and calls from current and potential customers.
  • Place outbound follow-up calls to sales leads and persuade potential customers to complete and submit an application.
  • Answer questions about the product details, the company, and issues with account for the customers.
  • Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.
  • Perform basic account maintenance activities.
  • Meet Quality Assurance Requirements and other key performance metrics.

Specific Knowledge, Skills and Abilities:

  • Excellent interpersonal, written, and oral communication skills
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
  • Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
  • Must possess and be able to demonstrate strong influencing and closing skills.
  • Ability to learn and navigate new software quickly
  • Ability to type 30 wpm+
  • Bachelor’s Degree preferred, but not required
  • Previous telesales experience a plus, but not required

Minimum Required Qualifications
Criminal background check required
Must be at least 19 years of age
               is an Equal Opportunity Employer.

SCORE (out of ten for each category):
About the organization
– 10
About the job
– 10
Rewards
– 10

Overall (out of 30)
– 30

ANALYSIS:

This job advertisement ticks all the right boxes and is a great example of what a call center rep description should look like. The information they have provided about the company is practical and engaging, the mention of their current growth is exciting and will attract interest.

Both the position summary and the responsibilities and duties section provide a comprehensive overview and understanding of exactly what the job will entail. The advertisement discusses their rewards package with the standard features, as well as highlights the other benefits, such as training and career advancement. Overall, this advertisement will surely attract many quality applications from professional call center representatives.

 

Job Posting #2

Call Center Sales Representatives
               – Dallas, TX

Job Description
               is seeking Call Center Sales Representative(s) in the Dallas, TX area to join our DME (durable medical equipment) call center team tasked with selling audit and compliance services to DME providers. The candidate will be responsible to:

  • Identify and qualify legitimate sales opportunities
  • Initiate contact by phone with DME and pharmacy prospects and follow-up in a timely fashion
  • Explain products and services to new and existing customers and the potential value added
  • Target new customers or achieve upsells to existing customers
  • Maintain records of contact, accounts and orders

Desired Experiences
Solid phone selling and verbal communication skills
Sales Driven
Highly motivated and committed individual
Desire to work in fast paced, highly dynamic environment
Ability to work independently without relying on significant management oversight
Prior sales or call center background a plus

Compensation
Base hourly compensation ($9/hour) plus commission based on sales results.

SCORE (out of ten for each category):
About the organization
– 7
About the job
– 8
Rewards
– 3

Overall (out of 30)
– 18

ANALYSIS:

Not the most captivating job description is it? It features the basic elements that are needed, but more information and details would be helpful. The organization has only given one sentence about itself and it fails to engage applicants reading the advertisement. The information about the job is adequate enough to allow applicants to get an idea of the position and the duties.

The main issue here is that the description does not show how the applicant can benefit — the challenges the job presents, the goals, etc. The position already feels mundane from just reading the description. A targeted and persuasive sales pitch is needed to attract applicants, especially since the rewards offered are not all that appealing.

 

Job Posting #3

Overview
               Technical Call Center is expanding so we are seeking additional Technical Call Center Representatives to support                authorized service centers in the diagnosis and resolution of performance and maintenance issues encountered in the repair of                home appliances and home electronics.

              , a global leader and technology innovator in consumer electronics, mobile communications and home appliances has more than 80,000 people working in 115 operations including 84 subsidiaries around the world. We offer premium paid medical, dental and vision benefits, an employer matching 401k, 10 paid holidays per year and paid time off.

Responsibilities:

  • Communicate solutions for common problems found in current                refrigerators, laundry products, dishwashers and air conditioners to                Authorized Service Centers (ASC’s) and technicians.
  • Support non-authorized service centers in a similar fashion.
  • Troubleshoot and diagnose less common problems by reading and correctly interpreting service schematics.
  • Provide updated troubleshooting information for FAQ, a service database for ASC’s.
  • Validate authorization for the Parts Department in the replacement of component-level modules.
  • Other duties as assigned.

Qualifications:

  • Must have Associates degree or greater in one of the following: Electronics, Electrical, HVAC, or Industrial Maintenance. Demonstrate competency in working with electronic or electrical applications, and reading schematics.
  • Possess excellent communication skills with the ability to provide a high volume of service, along with a high quality of work.
  • Skilled in working with desktop computer software such as MS Office, with the ability to quickly adapt to new software applications.
  • Flexible, with the ability to excel in a fast-paced environment.

SCORE (out of ten for each category):
About the organization
– 8
About the job
– 10
Rewards
– 8

Overall (out of 30)
– 28

ANALYSIS:

This job description is similar to the majority of call center rep job descriptions advertised — a brief overview of the company, a responsibilities section, and then a qualification section. This description in particular is one of the better examples. The company is well known and the information they have provided is general, but it could be enhanced with more specific information about the actual office environment for this position.

While the rewards given are enough to attract applicants, the organization could have mentioned more nonfinancial benefits, such as training, work environment, and advancement opportunities.

The job description lists the practical duties and responsibilities, making it easy to understand. Though given the reputation of this organization, the lack of enticements omitted from the advertisement should not deter too many professional candidates. Overall, this advertisement should succeed in gaining a large pool of applicants.

 

Job Posting #4

At               , our people and their commitment to customer service make the difference. Join us in this commitment as a Bilingual Call Center Representative.

In this role, you will:
Serve as the first point of contact for customers and injured workers, delivering excellent customer service.
Answer inbound phone calls, identify and resolve caller needs, and provide information.
Maintain accurate and useful database records.

The successful candidate must have:

  • Fluency in English and Spanish.
  • High school diploma required. College degree preferred.
  • 2 years of customer service experience (including heavy contact with the public) required. 3+ years strongly preferred.
  • Workers’ compensation experience preferred.
  • Minimum typing speed of 40 wpm.
  • Proficiency in Microsoft Office applications and online databases.
  • Excellent problem-solving, listening, communication, and customer service skills

Salary Information:
An Information Specialist I (Bilingual Call Center Representative) is an entry level position in the call center. The starting compensation is $17.31 per hour. An Information Specialist I who successfully completes a 12-month training program is eligible for consideration for a promotion.

SCORE (out of ten for each category):
About the organization
– 5
About the job
– 10
Rewards
– 7

Overall (out of 30)
– 22

ANALYSIS:

The opening line of this job description is very captivating: “our people and their commitment to customer service make the difference.” It shows that they are passionate about customer service and a talented call center representative will be drawn to this line as it speaks to their strengths and passion for the profession. The organization does not provide much information about their actual operations; however, their enthusiasm for customer service fills this gap and will draw further interest.

The rewards section lists the specific salary offered, which can be a help or a hindrance depending on where it fits in the industry standards. The training program offered is a strong selling point, especially since it is an entry-level position. Applicants looking to enter the field will be interested in this position, because it shows that the organization is passionate and committed to customer service and provides career advancement for their employees.

 

Job Posting #5

               Call Center Representative-1300620
Description
Full time positions with benefits available for qualified individuals to conduct phone interviews with patients for the purpose of screening for Federal, State, and Local programs such as Medicaid, Undocumented Alien, and Social Security. Position located in the Franklin, TN location. Hours may include evening (until 9pm CST) and weekend hours.
Qualifications
Call Center experience strongly preferred. Medical collections background a plus, as well as bilingual skills in Spanish and English. Must be proficient in computer programs such as Excel, MS Word and email systems.

Pay based on experience. Ability to pass background check and drug test required.

Job Eligibility Screening Services
Primary Location TN-Franklin (Nashville Region)
              

Shift All Shifts
Forecasted paid hours per shift 8
Forecasted hours per pay week 40
Employee Status Full-time

SCORE (out of ten for each category):
About the organization
– 0
About the job
– 5
Rewards
– 0

Overall (out of 30)
– 5

ANALYSIS:

This job description just screams: “Will take anyone that is not a criminal and not on drugs.” It will most likely attract people that are desperate for a job — any job. No information is provided about the organization and there is nothing that will entice professional call center reps to apply. And that is fine, if that is what this organization is looking for, because the lack of detail, information, and thought is off-putting.

 

The Results

Call Center Representative - Success Profile

The Wrap Up

The job descriptions that we have covered today show the wide range of advertisements that are being used. We can see that what separates the advertisements that work well is language that engages and captivates the interested candidates to apply — without this the advertisement suffers.

Call center job descriptions need to play to the professions strengths — the ability to manage self, manage work, and work with others. Talented call center reps have high levels of stress tolerance, organization, consideration for others, service orientation, and an openness to take leadership. Use these as a guide to attract a call center rep for your organization.

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