Call Taker Job Description [Updated for 2025]

In the fast-paced world of communication, the focus on Call Takers has never been more critical.

As the world becomes more interconnected, the demand for proficient individuals who can manage, streamline, and ensure our communication systems continues to rise.

But let’s delve deeper: What’s truly expected from a Call Taker?

Whether you are:

• A job seeker trying to understand the core of this role,
• A hiring manager envisioning the perfect candidate,
• Or simply interested in the behind-the-scenes of call taking,

You’re in the right place.

Today, we present a customizable Call Taker job description template, designed for effortless posting on job boards or career sites.

Let’s dive right into it.

Call Taker Duties and Responsibilities

Call Takers are the first point of contact for customers, clients, or the general public.

They handle a wide variety of queries, complaints, and requests, and must have excellent communication and problem-solving skills.

Their duties and responsibilities include:

• Answering incoming calls and addressing customers’ questions and concerns
• Providing information about products and services to customers
• Documenting all call information according to standard operating procedures
• Identifying and escalating priority issues to the appropriate departments or individuals
• Following up customer calls when necessary
• Managing and resolving customer complaints
• Entering data accurately into databases or software programs
• Keeping records of all conversations in the call center database in a comprehensible way
• Maintaining a high degree of professionalism and courtesy during all calls

 

Call Taker Job Description Template

Job Brief

We are looking for a professional and customer-oriented call taker to handle incoming calls from our customers.

The call taker will be responsible for answering queries, addressing complaints, and providing information about our products and services.

Our ideal candidates are excellent communicators, have a patient and empathetic attitude, and can efficiently handle a high volume of calls.

Ultimately, the role of the call taker is to ensure our customers receive excellent service standards and maintain high customer satisfaction.

 

Responsibilities

• Answering incoming calls from customers
• Identifying customer needs and providing accurate, valid and complete information
• Handling customer complaints, providing appropriate solutions and alternatives
• Keeping records of customer interactions and transactions
• Follow up on customer interactions when necessary
• Communicating and coordinating with internal departments
• Provide feedback on the efficiency of the customer service process

 

Qualifications

• Proven customer support experience or experience as a call taker
• Strong phone handling skills and active listening
• Familiarity with CRM systems and practices
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school diploma or equivalent

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off

 

Additional Information

• Job Title: Call Taker
• Work Environment: Call center setting. Some weekend and evening hours may be required.
• Reporting Structure: Reports to the Customer Service Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $25,000 minimum to $45,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Call Taker Do?

Call Takers, also known as Call Center Representatives or Customer Service Representatives, typically work for corporations in various industries or at dedicated call centers.

They are the first point of contact for customers who are seeking assistance or information about a company’s products or services.

Their primary responsibility is to receive inbound calls and address customer inquiries, complaints or provide needed information.

They will also have to document all call information according to standard operating procedures and escalate unresolved issues to the designated team or personnel.

Some Call Takers may also be tasked with making outbound calls, either to follow up on a previous customer interaction, to inform customers of new products or services, or to conduct surveys.

Call Takers need to be adept at managing and resolving customer complaints, identifying and escalating priority issues, and providing correct and timely answers to customer queries.

Their role is crucial in maintaining the company’s reputation and ensuring customer satisfaction.

They must have excellent communication skills, patience, and a strong understanding of the company’s products or services to effectively assist customers and enhance their experience with the company.

 

Call Taker Qualifications and Skills

A proficient call taker should possess the necessary qualifications and skills that align with the job description, such as:

• Excellent communication skills to clearly convey information to callers and accurately document the details of the conversation.
• Interpersonal skills to handle caller inquiries in a polite, professional, and empathetic manner.
• Active listening skills to understand the needs of the callers and provide the best possible solutions.
• Problem-solving skills to quickly assess situations, make decisions and direct calls to the appropriate department or individual.
• Ability to handle high-stress situations and maintain calm in emergencies, providing reassurances and accurate instructions to callers.
• Typing skills for entering data while listening to the caller, ensuring all necessary information is recorded accurately and efficiently.
• Knowledge of computer systems and telephone equipment to effectively use the tools and technology necessary for the role.
• Time management skills to handle calls efficiently without compromising the quality of service.

 

Call Taker Experience Requirements

Call Taker positions typically require candidates to have at least a high school diploma or equivalent education.

While specific job experience isn’t always necessary, it can be beneficial if the candidate has worked in a customer service, administrative, or a call center environment in the past.

Entry-level Call Takers may need anywhere from six months to a year of experience in a customer service role.

This can be in any setting where they interacted directly with customers, helping to resolve issues and answer questions.

It’s also beneficial if they have experience using telephone systems or computer software, as this is often a significant part of the job.

Candidates with more than 2 years of experience are often preferred for Call Taker positions that require more technical knowledge or specialized skills.

This could include jobs in emergency services or healthcare, where the Call Taker needs to understand specific terminology and procedures.

Those with over 5 years of experience in a similar role might be ready to move into a supervisory or managerial position within a call center or customer service department.

This could involve coordinating other Call Takers, training new hires, and overseeing the day-to-day operations of the center.

 

Call Taker Education and Training Requirements

Call Takers typically require a high school diploma or its equivalent.

However, some employers may prefer candidates with some college or even a degree, particularly in fields related to communication or customer service.

They are often required to have strong communication skills, both written and verbal, in order to handle a variety of situations and people.

Many employers provide on-the-job training for Call Takers to familiarize them with company policies, emergency procedures, and the use of various communication tools.

This training can last several weeks to a few months and generally covers the basics of customer service, telephone etiquette, and data entry.

Call Takers may also be required to complete a certification program, such as the Emergency Medical Dispatch (EMD) certification for those in emergency response roles.

This certification entails an extensive training course that covers key areas like emergency call handling procedures, medical protocol compliance, and stress management techniques.

Advanced courses or additional training in communication, stress management, or customer service can be beneficial and could potentially lead to advancement opportunities.

 

Call Taker Salary Expectations

A Call Taker typically earns an average salary of $30,000 (USD) per year.

However, this figure can fluctuate based on factors such as experience, employer, and geographical location.

The salary can also be influenced by the specific industry in which the call taker is employed, with certain sectors offering higher pay rates.

 

Call Taker Job Description FAQs

What skills does a call taker need?

Call takers need to have excellent communication and active listening skills to understand the customers’ issues clearly.

They should be able to keep calm under pressure, particularly when dealing with difficult callers.

They must also have good problem-solving skills to identify the best solutions to the problems presented by the callers.

Basic computer skills are also required as they will have to log calls and access information systems.

 

Do call takers need any specific qualifications?

Most call taker positions do not require any specific qualifications beyond a high school diploma or equivalent.

However, having previous experience in customer service or a call center can be beneficial.

For specific industries like emergency services, medical, or technical support, additional training or certifications may be required.

 

What should you look for in a call taker resume?

First and foremost, you should look for any previous experience in a similar role or customer service.

Essential skills such as communication, problem-solving, and time management should be highlighted.

Proficiency in using computer systems and software is also a plus.

Lastly, any industry-specific skills or certifications (like CPR certification for emergency call takers) should be considered.

 

What qualities make a good call taker?

A good call taker is patient and empathetic, able to handle calls from people who might be upset or angry.

They are clear communicators, able to explain solutions in an understandable way to the caller.

They are also efficient, able to handle multiple calls and tasks at once without sacrificing quality.

A strong call taker is also dependable, as they often work in critical roles where people’s lives or well-being may be on the line.

 

Is it challenging to hire call takers?

Hiring call takers can be a challenge due to the high-stress nature of the job and the specific skill set required.

It’s important to accurately portray the job requirements and working conditions to attract candidates who are a good fit for the role.

On the other hand, the role of a call taker often offers flexible hours and the possibility of remote work, which can be attractive to many job seekers.

 

Conclusion

And there you have it.

Today, we’ve pulled back the veil on what it truly means to be a call taker.

Surprised?

It’s not just about answering phone calls.

It’s about being the lifeline for those in need, one call at a time.

Armed with our handy call taker job description template and real-world examples, you’re ready to take the leap.

But why stop there?

Go the extra mile with our job description generator. It’s your next step to creating precise job listings or fine-tuning your resume to perfection.

Remember:

Every call made is a piece of a larger puzzle.

Let’s create solutions. Together.

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