Call Agent Job Description

Call Agent Job Description

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Call agent provides real-time call center management through the use of various workforce management systems and processes to ensure client goals are met daily.

Call Agent Duties & Responsibilities

To write an effective call agent job description, begin by listing detailed duties, responsibilities and expectations. We have included call agent job description templates that you can modify and use.

Sample responsibilities for this position include:

Receive and dispatch calls and e-mails regarding service and supply requests for copiers, printers, fax machines and mailing products
Places orders, and answers inquiries regarding availability, timelines, pricing, promotions, returns, and exchanges
Acts as the voice of the customer recording and surfacing comments, complaints, ideas and suggestions which may lead to increasingly superior results
Increases sales conversion by “Saving the Sale, offering established up-sells, cross-sells, add-on-or through other sales enhancement programs
Meets productivity goals and call quality assurance standards on a monthly basis through adherence to the QA scorecard, Call Guide and partner mandatory scripting
You will provide training, necessary support and motivation to a team of associates performing daily call center functions
You will use various tools and resources to achieve departmental goals and SLA’s in an efficient manner
You will manage associates, workflow, performance and quality results on a regular basis through effective scheduling, planning, monitoring, and training, provide regular feedback accordingly
You will learn the processes performed by your team and the impact to the overall business thus providing you the information necessary to identify process improvements and solutions that will result in a positive outcome
You will participate in the preparation and execution of call listening sessions

Call Agent Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Call Agent

List any licenses or certifications required by the position: BDC, CPR, CDIA, II, CSAA, GDS

Education for Call Agent

Typically a job would require a certain level of education.

Employers hiring for the call agent job most commonly would prefer for their future employee to have a relevant degree such as High School and Collage Degree in General Education, Education, Associates, Technical, Communication, Business, Communications, Healthcare, Economics, Computer

Skills for Call Agent

Desired skills for call agent include:

Copiers
Fax machines
Scanners
Call routing and case management processes for both E1 & E2 and obligation systems
Call routing and case management processes and obligation systems
Government and patient assistance programs
Medicaid
Medicare
3rd party vendors
Aviva Life structure

Desired experience for call agent includes:

Solution driven and excellent customer service both internally and externally
Team player and ability to adapt quickly to the needs of a busy call center
Previous customer service experience would be ideal, but all experience will be considered
Grade 9-4/Grade C or above for Maths and English Language at GCSE or equivalent
Experience in either financial services or pensions administration would be an advantage
Excellent computer abilities to navigate our care systems, the Windows environment

Call Agent Examples

1

Call Agent Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of call agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call agent
  • Document maintenance of information in all logs and reports with a keen attention to detail
  • Follow up and escalate on service and supply requests on an ongoing basis
  • Daily interaction with Customers, Service Technicians, Dispatchers, Managers, and Parts Analysts
  • Assist Administration and Billing Department Teams when needed (back-up support)
  • Research tracking for time-sensitive packages and shipments
  • Process and approve Invoices for service and supply Sales and Purchase Orders
  • Facilitate the shared e-mail boxes
  • Participate in cross-training activities with other members of the Novitex Print Operations Team
  • Perform other tasks as assigned by Supervisor or Manager
  • Make outbound and receive inbound calls from/to borrowers to either setup payment plans or collect payments
Qualifications for call agent
  • The role holder will be able to work in a fast paced environment, ready to place trades accurately, on the live market
  • They will work in a service centre environment contributing positively to the organisational culture by demonstrating integrity and customer focus at all times
  • They will have an ability to work closely with others in a high-performing team and take personal responsibility for their own development
  • Supports a positive and engaging environment by contributing to cultural, social and citizenship activities
  • Bilingual in Spanish is strongly recommended, but not required
  • 1 year minimum of customer service experience
2

Call Agent Job Description

Job Description Example
Our growing company is looking for a call agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call agent
  • Speak to members about how to enroll in
  • Interpret needs of members accurately to relay correct information
  • Handling customers who are not computer savvy
  • Providing efficient and excellent customer service in a timely manner
  • Provide courteous, prompt and professional service to customers over the phone with the goal of resolving customer questions and concerns during the first contact
  • Work with employees and management in our stores to ensure that customer concerns are addressed in the most efficient manner
  • Offer value-added solutions and promote customer loyalty by providing exceptional customer support
  • Maintain up to date knowledge of new policies, procedures and products
  • Process routine clerical transactions in between calls
  • Previous experience in a call centre or customer service environment required
Qualifications for call agent
  • Provide customer support to clients via telephone, e-mail, chat or web channels
  • Learn and become knowledge of customer products and services
  • Act with sensitivity in all customer interactions
  • Promote teamwork and contact center success
  • Desktop Hardware and associated peripherals
  • Microsoft Standard Office Products (Outlook/Word/Excel)
3

Call Agent Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of call agent. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call agent
  • Proficient PC and keyboarding skills (Word, Excel, eMail)
  • A quick learner that can become a Subject Matter Expert in VIOC services, pricing and procedures
  • Deliver world class customer service to customers with issues and inquiries via phone in a contact center environment
  • Maintaining solid customer relationships by handling customer inquiries
  • Uses proprietary software programs to track calls
  • Utilizes research skills to troubleshoot customer issues
  • Excellent communication abilities are essential
  • Provides proactive communication to internal and external customers
  • Maintains productive relationship with peers through positive team work
  • Works with customers to identify automotive maintenance needs
Qualifications for call agent
  • Ability to attend work and be productive during normal business hours and to work early, late, weekend hours, certain holidays or when needed as requested by Team Supervisor or Manager
  • Have a clear speaking voice
  • At least 3-5 years of mortgage experience preferred
  • Some experience working as a Customer Service Representative in a call center
  • Ability to multi-task while on the phone, including working in multiple programs, adding case notes
  • Friendly, professional, and compassionate attitude
4

Call Agent Job Description

Job Description Example
Our company is looking for a call agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call agent
  • Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required
  • Answer, record, and process all guest calls, requests, questions, or concerns
  • Log all guest requests or issues into Starguest, contact appropriate individual or department and follow up with guest to ensure their request has been met to their satisfaction
  • Answering incoming and internal calls as per brand standard
  • Log and complete wake up calls
  • Managing Let’s chat requests and follow up
  • Check and Prepare staff transport log sheets
  • Check stationary orders
  • Assist with group preparation when required
  • Credit card cancellations
Qualifications for call agent
  • Knowledge of computer functions and ability to work with Microsoft office and Computrition
  • Minimum of one year of experience in nutrition and food services with emphasis on therapeutic diets and patient care
  • Experience in a maintenance environment and understands how it functions
  • Pleasant and personable and patient disposition
  • Ability to remain calm and courteous when handling difficult calls and requests
  • This individual should be self-motivated, stress and pressure resistant, quick learner
5

Call Agent Job Description

Job Description Example
Our company is looking for a call agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call agent
  • Control and manage stock of Gear Landing
  • Utilizes a software program to document, track, and monitor each call received
  • Responsible for contributing to bank deposit growth through referrals, product solicitation
  • Always provides the highest level of customer service
  • Answer customer questions as they arise
  • Meet deadlines and quotas
  • Log all guest requests or issues, contact appropriate individual or department and follow up with guest to ensure their request has been met to their satisfaction
  • Conduct inbound and outbound collection calls on delinquent accounts
  • Represent VIOC retail locations throughout the country
  • Quote prices for services offered by the VIOC retail locations and their partners
Qualifications for call agent
  • Prior experience in a similar role is prefered
  • Minimum one (1) year experience in a call center required
  • Demonstrated maturity and leadership abilities
  • Ability to use MS Word, Excel and Outlook
  • Ability to approach conflict resolution with a positive attitude
  • Knowledge of billing, payments, collections

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