Call Center Representative

Call Center Representative – Job Description

Position Summary
The Call Center Representative is responsible for delivering excellent customer service by handling inbound and/or outbound calls, resolving inquiries, and providing accurate information in a timely and professional manner. This role supports customers by addressing questions, troubleshooting basic issues, and ensuring a positive experience with the company.

• Answer high volumes of inbound calls and respond to customer inquiries with professionalism and clarity.
• Provide accurate information regarding products, services, policies, and account details.
• Troubleshoot customer concerns, guide callers through solutions, and escalate issues when needed.
• Document all interactions clearly and accurately in the system.
• Process customer requests such as updates, orders, payments, or account changes.
• Maintain service-level standards, including call quality, response time, and customer satisfaction.
• Follow scripts and guidelines while adapting communication to meet customer needs.
• Collaborate with team members and supervisors to resolve complex issues and improve processes.
• Protect customer information by following company policies and compliance standards.

• High School Diploma or equivalent; some college preferred.
• Previous customer service or call center experience is a plus.
• Strong verbal communication and active listening skills.
• Ability to multitask, type quickly, and navigate computer systems efficiently.
• Calm, patient, and solution‑oriented approach in fast‑paced or high‑volume environments.
• Reliable, punctual, and able to meet performance expectations.

• Customer service
• Phone etiquette
• Problem‑solving
• Data entry
• Communication (verbal and written)
• Conflict resolution
• Time management

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.