CAREER LADDER

The following "career ladder" explains the types of jobs available in the Call Center industry and the kind of experience required to advance to each position. For more information on getting a job in the call center industry you can search Careers in the Central Valley or contact the Fresno Call Centers.

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Customer Service Representative Trainee
Customer Service Representative I
Customer Service Representative II
Customer Service Representative III
Backup Shift Supervisor
Shift Supervisor
Assistant Exchange Manager
Exchange Manager

Customer Service Representative Trainee

DURATION:	Approximately 3 months
ON-THE-JOB TRAINING:	Training covers compliance with company personnel policies; how to use call center software to receive and dispatch communications; call handling techniques and protocols; verbal skills such as proper pronunciation of names and avoidance of slang; written skills like accurate spelling and use of terminology; typing skills for speed and accuracy; and diplomacy training to insure prompt, professional, courteous. and cheerful customer service
STARTING PAY:	$7.00 per hour; after 90 days, medical, dental, vision, and pension benefits for employees working more than 20 hours per week

Customer Service Representative I

DURATION:	Approximately 3 months to 1 year
JOB DUTIES:	Handling in-bound and out-bound calls according to computer instructions contained in call center software; working to improve verbal and written skills and customer service; learning to handle multiple calls simultaneously; achieving set goals for number of calls to be handled per shift while minimizing the number of callers who hang up or are distributed to other customer service representatives
STARTING PAY:	$7.25 to $8.00 per hour plus benefits if working more than 20 hours per week

Customer Service Representative II

DURATION:	Approximately 1 to 5 years
JOB DUTIES:	Handling in-bound and out-bound calls according to computer instructions contained in call center software; continuing to improve verbal, written, and customer service skills; achieving set goals for number of calls to be handled per shift while minimizing the number of callers who hang up or are distributed to other customer service representatives; learning basic call center software administration (how to set new clients up or remove terminated clients; how to archive and purge data in the system; how to reboot or arrange for emergency remote repair service); assisting with initial training of new employees
STARTING PAY:	$8.00 to $10.00 per hour plus benefits if working more than 20 hours per week

Customer Service Representative III

DURATION:	More than 5 years
JOB DUTIES:	Handling in-bound and out-bound calls according to computer instructions contained in call center software; continuing to improve verbal, written , and customer service skills; achieving set goals for number of calls to be handled per shift while minimizing the number of callers who hang up or are distributed to other customer service representatives; handling basic call center software administration; learning advanced call center software and operating techniques (how to set new clients up or remove terminated clients from billing; how to generate monthly invoices; how to generate reports and retrieve recorded conversations in response to customer service complaints; assisting with maintenance of inventories of telephone lines, pagers, and wireless devices; learning to handle day-to-day call center operations); assuming primary responsibility for one-on-one training of new employees
STARTING PAY:	$10.00+ per hour plus benefits if working more than 20 hours per week

Backup Shift Supervisor

DURATION:	More than 1 year
JOB DUTIES:	Must have mastered all the duties and responsibilities of a Customer Service Representative II; must learn basics of personnel supervision; responsible for personnel management on assigned shifts and insuring appropriate manpower on assigned shifts and finding replacements for employees who call in sick or go home before the shift ends; also responsible for making sure employees take mandatory rest and meal breaks and are complying with company policies and dress codes; assigned shifts vary as Backup Shift Supervisors cover for permanent Shift Supervisors who are on vacation, out sick, or working on other projects
STARTING PAY:	$10.00+ per hour plus benefits if working more than 20 hours per week

Shift Supervisor

DURATION:	More than 2 years
JOB DUTIES:	Must have mastered all the duties and responsibilities of a Customer Service Representative III and have served as a Backup Shift Supervisor; must continue to learn the basics of personnel supervision; responsible for personnel management on assigned shifts and insuring appropriate manpower on assigned shifts and finding replacements for employees who call in sick or go home before the shift ends; also responsible for making sure employees take mandatory rest and meal breaks and are complying with company policies and dress codes; will be assigned special projects in addition to regular duties and responsibilities
STARTING PAY:	$12.00+ per hour plus benefits if working more than 20 hours per week

Assistant Exchange Manager

DURATION:	More than 3 years
JOB DUTIES:	Must have mastered all the duties and responsibilities Shift Supervisor; must be familiar with personnel supervision; assist the Exchange manager with personnel management including recruitment, scheduling, and discipline; assists with day-to-day call center operations including accounts receivable and billing; available by pager 24 hours a day when the Exchange Manager is on vacation or out sick; works on special projects as assigned
STARTING PAY:	$28,000 annual salary to start plus benefits

Exchange Manager

DURATION:	More than 3 years
JOB DUTIES:	Must have mastered all the duties and responsibilities Shift Supervisor; must be proficient in personnel supervision; responsible for overall personnel management including recruitment, scheduling, morale, retention, and discipline; also responsible for all day-to-day aspects of call center operations including equipment acquisition and maintenance, accounts receivable and billing, and facilities management; available by pager 24 hours a day unless on vacation to handle emergencies; participates in management decisions and strategic planning
STARTING PAY:	$32,000 annual salary to start plus benefits