Call Center Representative

ContactPoint 360; McAllen (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

ContactPoint 360 in the Greater McAllen Area is seeking a full-time Call Center Representative who will handle inbound and outbound customer communications via phone and other channels, document interactions, and escalate complex issues as needed.

The role emphasizes following scripts, achieving satisfaction and retention metrics, and collaborating with supervisors to maintain a consistent, professional customer experience.

Qualifications

• Strong customer service and communication skills, including active listening, clear verbal and written communication, and a professional phone manner.
• Basic computer literacy and the ability to learn CRM systems, call center software, and multiple applications simultaneously.
• Problem-solving and conflict-resolution abilities to handle customer concerns, identify solutions, and manage challenging interactions calmly.
• Time management and multitasking skills to manage call volumes, adhere to schedules, and meet performance and quality targets.
• Fluency in English; bilingual or multilingual skills (such as Spanish) are a strong asset for serving diverse customer bases.

Responsibilities

• Handle inbound and outbound customer communications via phone and other channels.
• Follow established workflows and scripts, document interactions accurately, and escalate complex matters.
• Convert service conversations into customer satisfaction, retention, and potential sales while meeting performance metrics.

Skills

Customer service

Communication

Active listening

Verbal communication

Written communication

Professional phone manner

Education

High school diploma or equivalent

Tools

CRM systems

Call center software

Job description

Company Description ContactPoint 360 is a global customer experience partner that helps leading brands turn service interactions into revenue-generating opportunities. The company delivers AI-powered, human-centered CX through omnichannel solutions that enhance engagement, retention, and measurable ROI. With operations across 11 countries and multiple delivery centers supporting over 31 languages around the clock, ContactPoint 360 offers scalable teams in nearshore, onshore, and offshore locations. The organization has earned multiple industry awards for AI excellence, workplace culture, diversity, and career growth, and is consistently certified as a Great Place to Work. Applicants can expect a culture focused on growth, inclusivity, and innovation in customer experience.

Role Description This is a full-time, on-site Call Center Representative position based in the Greater McAllen Area. In this role, the representative will handle inbound and outbound customer communications via phone and other channels, addressing inquiries, resolving issues, and providing product or service information. The position involves following established workflows and scripts, documenting customer interactions accurately, and escalating complex matters to appropriate teams when needed. Call Center Representatives will work to convert service conversations into positive outcomes, such as customer satisfaction, retention, and potential sales, while meeting defined performance metrics. Collaboration with supervisors and colleagues is expected to improve processes, maintain service quality, and support a consistent, professional customer experience.

Qualifications

• Strong customer service and communication skills, including active listening, clear verbal and written communication, and a professional phone manner.
• Basic computer literacy and the ability to learn and navigate CRM systems, call center software, and multiple applications simultaneously.
• Problem-solving and conflict-resolution abilities to handle customer concerns, identify solutions, and manage challenging interactions calmly.
• Time management and multitasking skills to manage call volumes, adhere to schedules, and meet performance and quality targets.
• Fluency in English; bilingual or multilingual skills (such as Spanish) are a strong asset for serving diverse customer bases.
• Ability to work on-site in the Greater McAllen Area, including flexibility for various shifts.
• Previous experience in a call center, customer support, or sales environment is preferred; training will be provided.
• High school diploma or equivalent; additional education or certifications in customer service or related fields are beneficial.