Listener Care Representative Job Description [Updated for 2025]

In the age of digital communication, the role of Listener Care Representatives is more significant than ever.

As technology evolves and customer interaction channels proliferate, the demand for skilled professionals who can efficiently handle, resolve, and enhance our customer communication experiences surges.

So, what exactly is expected from a Listener Care Representative?

Whether you are:

• A job seeker trying to understand the core of this role,
• A hiring manager outlining the perfect candidate,
• Or just curious about the day-to-day operations of listener care,

You’ve come to the right place.

Today, we present a customizable Listener Care Representative job description template, designed for effortless posting on job boards or career sites.

Let’s dive right in.

Listener Care Representative Duties and Responsibilities

Listener Care Representatives are primarily responsible for providing exceptional customer service by addressing and resolving customer inquiries and complaints, typically in a call center setting.

Their duties and responsibilities include:

• Responding to customer inquiries and complaints, either by phone, email, chat, or social media
• Providing product and service information to customers
• Identifying and assessing customers’ needs to achieve satisfaction
• Building sustainable relationships and trust with customer accounts through open and interactive communication
• Handling customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keeping records of customer interactions, process customer accounts and file documents
• Following communication procedures, guidelines and policies
• Maintaining and updating customer database with detailed notes
• Escalating unresolved issues to the next level of support
• Working closely with other internal teams to ensure seamless customer service

 

Listener Care Representative Job Description Template

Job Brief

We are seeking a dedicated Listener Care Representative to provide exceptional customer service to our clients.

The primary responsibilities include handling customer queries, offering solutions and ensuring customer satisfaction.

Listener Care Representatives are the initial point of contact, responsible for answering customer calls and providing appropriate solutions.

The ideal candidate will be patient, empathetic and passionately communicative, capable of managing numerous calls daily.

 

Responsibilities

• Handle customer inquiries and complaints via phone, email, or social media
• Provide information about products and services, take orders, and handle customer complaints
• Work with customer service manager to ensure appropriate customer service is being delivered
• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Follow communication procedures, guidelines and policies
• Document and maintain customer interaction records
• Escalate unresolved issues to the designated team

 

Qualifications

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree

 

Benefits

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

 

Additional Information

• Job Title: Listener Care Representative
• Work Environment: Call center environment. Flexibility for remote work is available.
• Reporting Structure: Reports to the Customer Service Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• 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 Listener Care Representative Do?

A Listener Care Representative, often found in media, entertainment or customer service industries, primarily deals with customer inquiries and concerns.

They interact with customers via telephone, email, live chat or social media to provide support and information about the company’s products or services.

Their primary goal is to ensure a positive customer experience and build customer loyalty.

In addition to resolving customer issues, they also identify opportunities to upgrade or sell products to the customers.

They may provide technical support, assist with account issues, and handle billing inquiries.

Listener Care Representatives often have a wealth of knowledge about the company’s services or products and can guide customers in using them.

They may also collect and analyze customer feedback to help the company improve its offerings.

It’s also their responsibility to document interactions with customers, update customer records and escalate customer issues to the relevant department if necessary.

They are expected to work within established guidelines and maintain a professional demeanor at all times.

 

Listener Care Representative Qualifications and Skills

A proficient Listener Care Representative should embody a variety of skills and qualifications to efficiently manage the concerns and queries of customers, such as:

• Excellent communication skills to clearly and empathetically understand the issues faced by customers.
• Problem-solving abilities to efficiently identify and address customer queries, complaints, and issues.
• Customer service skills to provide a satisfactory customer experience, build long term relationships and maintain customer loyalty.
• Active listening skills to understand and respond to customer’s needs and expectations effectively.
• Interpersonal skills to interact professionally and politely with customers, peers and superiors.
• Multi-tasking abilities to handle various tasks simultaneously in a high-pressure environment.
• Technical knowledge related to the products or services to assist customers effectively.
• Patience and emotional intelligence to handle difficult or distressed customers and ensure customer satisfaction.

 

Listener Care Representative Experience Requirements

Listener Care Representatives usually have one to two years of experience in a customer service role.

This could be gained through a call center, retail, or any other customer-facing role where they develop essential skills in communication and problem-solving.

Candidates who have experience in a specific industry, like telecommunications or banking, may have an edge if the role is within the same field.

Their knowledge of industry-specific terms and procedures can be a valuable asset.

Those with more than three years of experience may possess advanced skills, such as handling difficult customers, managing high call volumes, or troubleshooting complex inquiries.

They might also have experience with customer relationship management (CRM) systems or other relevant software tools.

Candidates with more than five years of experience in the field may be equipped with additional skills such as training new representatives, supervising teams, or even managing an entire department.

This level of experience is often required for managerial or team lead roles within the Listener Care department.

Regardless of years, all Listener Care Representatives must have exceptional listening skills, empathy, and the ability to stay calm under pressure.

Previous roles that have honed these skills can significantly benefit candidates aiming to become Listener Care Representatives.

 

Listener Care Representative Education and Training Requirements

Listener Care Representatives typically require a high school diploma or an equivalent level of education.

They should have strong communication skills, both written and verbal, as well as proficiency in the language of operation.

Experience in customer service, particularly in call center settings, is often a prerequisite for this role.

Many companies provide on-the-job training to familiarize Listener Care Representatives with company-specific tools and protocols.

Candidates with a bachelor’s degree in communication, business, or a related field may have an advantage, although this is not always required.

Some companies might also require their Listener Care Representatives to have familiarity or experience with the specific product or service they support, such as radio services, music apps, or other entertainment platforms.

Additional skills, such as conflict resolution, problem-solving, and empathy, are beneficial for this role.

Ongoing training and development programs may be provided by employers to enhance these skills.

 

Listener Care Representative Salary Expectations

A Listener Care Representative can expect to earn an average salary of $35,000 (USD) per year.

The actual earnings may vary greatly based on the level of experience, skill set, and the company they are employed by.

Additionally, location can significantly influence salary, with urban areas typically offering higher wages.

 

Listener Care Representative Job Description FAQs

What skills does a Listener Care Representative need?

Listener Care Representatives should have excellent interpersonal and communication skills, as they interact with customers on a regular basis.

They should have good listening skills to accurately understand and address customer concerns.

Problem-solving and decision-making skills are also important as they need to resolve customer issues effectively.

Additionally, basic computer proficiency and familiarity with customer relationship management (CRM) software can be advantageous.

 

Do Listener Care Representatives need a degree?

While some employers may require a degree, many roles for Listener Care Representatives emphasize the importance of skills and experience over formal education.

However, degrees in communication, business, marketing, or a related field could be beneficial.

On-the-job training is often provided to learn company-specific systems and procedures.

 

What should you look for in a Listener Care Representative resume?

On a resume, look for previous experience in customer service roles.

Excellent communication skills should be clearly demonstrated, along with examples of problem-solving and handling difficult situations.

Knowledge of CRM software, data entry, and other relevant computer skills should also be noted.

Evidence of the ability to work in a team and maintain a positive attitude under pressure is a plus.

 

What qualities make a good Listener Care Representative?

A good Listener Care Representative is patient, empathetic, and has the ability to stay calm under pressure.

They should have a friendly and professional demeanor, with strong active listening skills.

Attention to detail is critical for understanding customer issues and providing accurate solutions.

They should also be adept at managing their time and prioritizing tasks to handle multiple customer interactions efficiently.

 

Is it difficult to hire Listener Care Representatives?

Hiring Listener Care Representatives can be challenging due to the specific skill set required.

It can be difficult to find candidates who possess strong communication skills, patience, empathy, and the ability to handle difficult situations with grace.

To attract quality candidates, offering competitive compensation, opportunities for professional development, and a positive work environment can be beneficial.

 

Conclusion

And that’s a wrap.

Today, we’ve illuminated the intricacies of being a Listener Care Representative.

Surprise, surprise?

It’s not just about answering calls.

It’s about weaving the fabric of effective customer service, one conversation at a time.

With our ready-to-use Listener Care Representative job description template and real-world examples, you’re all prepared to make strides.

But why limit yourself?

Dive deeper with our job description generator. It’s your next step to precisely crafted listings or fine-tuning your resume to perfection.

Bear this in mind:

Every conversation is a part of the greater customer experience.

Let’s create that experience. Together.

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