What does a Call Worker do?
A call worker usually works at call centers where they are primarily in charge of answering or making calls, ensuring optimal support and other services to clients. When it comes to answering inbound calls, they are responsible for responding to inquiries, arranging services, troubleshooting problems, providing solutions or instructions, handling complaints professionally, and solving concerns and issues efficiently. Moreover, they may also generate leads and reach out to potential clients, aiming to secure sales by offering products and services, discussing product specifications, and arranging payment plans.
Call worker responsibilities
Here are examples of responsibilities from real call worker resumes:
- Call alumni to raise scholarships funds
- Monitor and troubleshot ATMs to determine problems.
- Relay line problems on the CMS equipment.
- Review medical necessity information for medications requiring prior authorization for Medicare members.
- Company are subcontracted by Directv before Directv take over call center.
- Request any additional information need to determine program eligibility, while following all HIPPA laws and regulations.
Call worker skills and personality traits
We calculated that 46% of Call Workers are proficient in Customer Service, Alumni, and Customer Orders. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Call Workers that have these skills listed on their resume here:
- Customer Service, 46%
Conducted various surveys over the phone assessing quality of customer service -Input data into Microsoft Excel spreadsheets in organized and timely manner
- Alumni, 30%
Discussed giving opportunities with St. Olaf alumni while connecting alumni to the school and discussing their lives after St. Olaf.
- Customer Orders, 24%
Provided excellent telephone etiquette for a high volume Call Center processing customer orders and answering general customer inquires and invoice questions.
Most call workers use their skills in "customer service," "alumni," and "customer orders" to do their jobs. You can find more detail on essential call worker responsibilities here:
Communication skills. The most essential soft skill for a call worker to carry out their responsibilities is communication skills. This skill is important for the role because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a call worker resume shows how their duties depend on communication skills: "managed quality communication, customer support and product representation. "
Customer-service skills. Another skill that relates to the job responsibilities of call workers is customer-service skills. This skill is critical to many everyday call worker duties, as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "demonstrated mastery of customer service call script within specified time frames. "
Interpersonal skills. call worker responsibilities often require "interpersonal skills." The duties that rely on this skill are shown by the fact that "representatives should be able to create positive interactions with customers." This resume example shows what call workers do with interpersonal skills on a typical day: "displayed courtesy and strong interpersonal skills with all customer interactions. "
Listening skills. A commonly-found skill in call worker job descriptions, "listening skills" is essential to what call workers do. Call worker responsibilities rely on this skill because "representatives must listen carefully to ensure that they understand customers in order to assist them." You can also see how call worker duties rely on listening skills in this resume example: "communicated with and provided pleasing customer service to each guest via telephone"
Patience. Another skill commonly found on call worker job descriptions is "patience." It can come up quite often in call worker duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day call worker responsibilities: "assist customers in a professional manner, always engaging in excellent customer satisfaction handled cash and credit cards customer service and patience"
The three companies that hire the most call workers are:
- AAA Northern California, Nevada & Utah1 call workers jobs
- Vixxo1 call workers jobs
- University of California-Berkeley1 call workers jobs
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Compare different call workers
Call worker vs. Member service representative
A member service representative is responsible for providing customer service support to an organization. Member service representatives' duties include responding to customer's inquiries and complaints, developing effective sales pitches, processing customer's requests and orders, creating reports, developing recommendations to improve the operation's performance, and escalating high-level concerns. A member service representative should maintain excellent customer service, as well as excellent time-management skills and the ability to multi-task, to work under pressure, and assist customers under minimal supervision.
These skill sets are where the common ground ends though. The responsibilities of a call worker are more likely to require skills like "alumni," "customer orders," "asist," and "iphone." On the other hand, a job as a member service representative requires skills like "front desk," "cleanliness," "punctuality," and "loan payments." As you can see, what employees do in each career varies considerably.
Member service representatives really shine in the insurance industry with an average salary of $33,566. Comparatively, call workers tend to make the most money in the non profits industry with an average salary of $37,491.On average, member service representatives reach similar levels of education than call workers. Member service representatives are 2.4% more likely to earn a Master's Degree and 0.2% more likely to graduate with a Doctoral Degree.Call worker vs. Service representative
Service representatives handle customer inquiries, requests, complaints, and other general feedback. They are usually the first point of contact with the company's customers. Service representatives are expected to be familiar with all of the company's products so that they can answer all inquiries made by the customers. They should also be familiar with company policies and guidelines on sales and customer handling so that they can address concerns and feedback. They are usually the ones who try to resolve customer complaints by sending issues to applicable departments and ensuring that customers are satisfied with the company's products and services.
Each career also uses different skills, according to real call worker resumes. While call worker responsibilities can utilize skills like "alumni," "asist," "iphone," and "financial aid," service representatives use skills like "client service," "patients," "pet," and "front desk."
Service representatives earn a higher average salary than call workers. But service representatives earn the highest pay in the government industry, with an average salary of $38,566. Additionally, call workers earn the highest salaries in the non profits with average pay of $37,491 annually.service representatives earn similar levels of education than call workers in general. They're 3.3% more likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.Call worker vs. Service specialist
A service specialist is responsible for assisting customers with their inquiries and concerns about the services offered by the organization. Service specialists' duties include responding to customers' requests, updating customers of promotional offers and new services, escalating high-level concerns to the appropriate department, and keeping accurate records of clients' issues and resolutions. Service specialists are also in charge of preparing customer surveys to rate their satisfaction and identifying opportunities for service improvement. A service specialist must display excellent customer service and communication skills to address clients' concerns efficiently and accurately.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a call worker is likely to be skilled in "alumni," "customer orders," "asist," and "hippa," while a typical service specialist is skilled in "patients," "social work," "criminal justice," and "strong problem-solving."
Service specialists earn the highest salary when working in the technology industry, where they receive an average salary of $56,045. Comparatively, call workers have the highest earning potential in the non profits industry, with an average salary of $37,491.When it comes to education, service specialists tend to earn higher degree levels compared to call workers. In fact, they're 5.5% more likely to earn a Master's Degree, and 0.5% more likely to graduate with a Doctoral Degree.Call worker vs. Service associate
A service associate's role is to assist customers either through phone or in person. One of the service associate's primary responsibilities is to attain customer satisfaction by answering queries, performing troubleshooting methods, assisting in navigating through difficult tasks, handling complaints, resolving issues, and even processing payments. Furthermore, a service associate needs to be equipped with good communication skills to build rapport with clients as there are instances where they have to sell products and services.
Updated January 8, 2025
