[FastEddie]

Title: Customer service representative

Role: Direct interaction with customers both inbound and outbound via telephone, email, text chat, mail and fax; includes transaction processing using a computer.

Skills: Customer service, communications (voice quality, grammar, and articulation), listening, computer and keyboarding, writing, interpersonal (people skills), multi-tasking, conflict management and telephone etiquette; sales skills needed for some call centers.

Previous experience: may look for applicants with prior customer service or call center experience but is often an entry-level position.

Title: Supervisor

Role: Support customer service representative in groups ranging from 3 to 20 employees, help agents create professional development plans, communicate call center activities and plans to agents, participate in special projects, monitor calls and provide feedback or corrective action to agents, measure employee performance, support the interviewing process for new hires, assist with difficult contacts, manage attendance and schedules for employees and work with the leadership team on budget and strategy issues.

Skills: management and leadership, data analysis, communications, coaching, professional development, and listening.

Previous experience: call center and/or prior coaching experience