Roles

Just like in-office CSR staff, remote customer service agents have one main job, improving customer experience. They can still be broken up into 2 main types: voice and non-voice.

The typical voiced CSR resumes will have a minimum of 1 or 2 previous voiced call center experiences, the outliers will be fresh graduates looking to start making money and professionals looking to try a different industry.

The same can be said for non voiced resumes, with their experience being with other email or chat-style CSR jobs.

Technical support agents who work remotely function much like their CSR counterparts, the biggest difference is that their goal is to resolve customer issues in the least amount of time possible.

They can also be broken down into voice and non-voice. Experience-wise, you’re going to see similar resumes to CSR applicants, where they will have a minimum of 1 to 2 years in technical support roles.

The outliers here are fresh graduates and former customer service agents who got tired of doing voiced calls.

Data entry agents are sent documents to review or check and once that process is over, they input the information into the database.

This position is easily done remotely, as most documents now are digital, for hardcopies it’s as easy as having them scanned in a computer. The resumes from these applicants are generally a grab bag.

You will likely see former data entry personnel applying along with a plethora of other people including fresh graduates and blue-collar workers.

QA agents usually work wherever the rest of the team is. If you hire a QA to check the calls your CSR staff are producing, then that QA should be working around the same time if not the same time as your CSR staff.

This is to provide real-time or regular feedback/coaching sessions with the staff in order to maintain a high standard of service.

Their resumes usually show some sort of CSR or TSR combination of experience, then a promotion to quality assurance within the same company.

Sales reps should be able to focus on closing deals. Like customer service representatives, they come in two main variations, inbound, and outbound.

Their resumes will look very similar, the most notable difference being the type of sales they did. Inbound sales reps will almost always have upselling written down as a skill while you will mostly find upselling on more successful outbound sales reps.

Functionally, it doesn’t matter if this position is in the office or not. Phone salesmen just need a way to call people in order to do their job.

Team leaders or supervisors, work as your boots on the ground in a remote environment. They give you updates on the team and they help keep the team’s morale high.

Their resumes usually include previous team lead experiences. A majority of them would have other call center experience before becoming a team lead for that department.

For example, a quality assurance team leader would have some prior QA experience.