Job Role Description

Call Center > Call Center CSR-Inbound

Salary National Average

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31300.0000 36370.0000 42140.0000

Change from Previous Year:

+5%

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Candidate Supply: 6,510 Job Openings: 37,135

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Short Description:

An Inbound Call Center Representative is responsible for handling incoming calls from customers or clients seeking assistance, information, or support. Their duties include listening to customer inquiries, providing accurate and helpful responses, and resolving issues or concerns efficiently. Inbound Call Center Representatives often follow predefined scripts, input information into databases, and may be required to escalate complex issues to higher levels of support. Strong communication skills, empathy, and the ability to navigate computer systems are essential for success in this role, as Inbound Call Center Representatives play a key role in delivering positive customer experiences.

Duties / Responsibilities:

  • Deliver prepared sales talks, and read scripts that describe products or services to persuade potential customers to purchase a product or service or to make a donation.
  • Contact businesses or private individuals by telephone to solicit sales for goods or services or request donations for charitable causes.
  • Explain products or services and prices, and answer questions from customers.
  • Obtain customer information such as name, address, and payment method, and enter orders into computers.
  • Record names, addresses, purchases, and reactions of prospects contacted.
  • Adjust sales scripts to better target the needs and interests of specific individuals.
  • Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
  • Answer telephone calls from potential customers who have been solicited through advertisements.
  • Respond to customers or follow up on initial sales contacts.
  • Maintained records of contacts, accounts, and orders.

Skills / Requirements / Qualifications

  • Speaking: Talking to others to convey information effectively.
  • Persuasion: Persuading others to change their minds or behavior.
  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Service Orientation: Actively looking for ways to help people.
  • Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  • Reading Comprehension: Understanding written sentences and paragraphs in work-related documents.
  • Contact center software: Avaya software; Multi-channel contact center software; Timpani Contact Center; Timpani Email
  • Customer relationship management CRM software: Austin Logistics CallSelect; Avidian Technologies Prophet; SSA Global software; Telemation e-CRM
  • Electronic mail software: Astute Solutions PowerCenter; Microsoft Outlook; Gmail
  • Network conferencing software: Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat
  • Spreadsheet software: Microsoft Excel

Job Zones

  • Title: Job Zone Two: Some Preparation Needed
  • Education: These occupations usually require a high school diploma.
  • Related Experience: Some previous work-related skills, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
  • Job Training: Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.
  • Specific Vocational Preparation in years:  3 months to 1 year preparation (4.0 to < 6.0)

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