Job Description A customer service representative in a call center provides frontline support to customers by answering questions, resolving issues, and delivering a positive experience. Their responsibilities include:    Managing calls: Handling inbound and outbound calls, and following scripts for common questions    Identifying needs: Determining customer needs and requirements    Answering questions: Providing information about products and services, and answering questions    Resolving issues: Researching and implementing solutions to problems, and escalating unresolved issues    De-escalating situations: Offering patient assistance and support to dissatisfied customers    Upselling: Upselling products and services when possible    Providing updates: Reviewing customer accounts and providing updates on billing, shipping, and warranties    Collaborating: Working with other call center professionals to improve customer service    Some skills that are useful for a customer service representative include: Active listening Verbal and written communication Professional phone voice and persona Basic computer proficiency