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Call Center Representative Jobs in Rochester, NY

Canandaigua National Bank

Call Center Specialist I

Pittsford, NY · On-site

$23.50/hr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Call Center Specialist Location: Pittsford NY (Hybrid) Hours: Full Time What does a Call Center ... representative training. * A minimum of one (1) year of experience in a customer service focused ...

Canandaigua National

Call Center Specialist I

Pittsford, NY · On-site

$23.50/hr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Call Center Specialist I Canandaigua National Bank Location: Pittsford NY (Hybrid) Hours: Full Time ... representative training. * A minimum of one (1) year of experience in a customer service focused ...

MVP Health Care

Care Center Representative

Rochester, NY · On-site +1

$15.25 - $19.75/hr

The Care Center Representative must take full responsibility for every call to ensure callers concerns are met. * Provides world class customer care to internal and external customers while ...

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All JobsCall Center Representative JobsCall Center Representative Jobs in Rochester, NY

Call Center Representative information

See Rochester, NY salary details

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How much do call center representative jobs pay per hour?

As of Aug 15, 2026, the average hourly pay for call center representative in Rochester, NY is $17.67, according to ZipRecruiter salary data. Most workers in this role earn between $15.19 and $18.99 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a call center representative, and why are they important?

To thrive as a Call Center Representative, you need strong communication skills, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, phone systems, and ticketing tools is highly valuable. Patience, active listening, and emotional resilience are crucial soft skills that help manage challenging customer interactions and maintain professionalism under pressure. These skills ensure efficient issue resolution, customer satisfaction, and high performance in a fast-paced support environment.

What is a call center representative?

Call Center Representatives are professionals who handle incoming and outgoing customer calls for a business or organization. Their primary responsibilities include assisting customers with inquiries, resolving issues, processing orders, and providing information about products or services. They are trained to communicate clearly, maintain a positive attitude, and use computer systems to track customer interactions and solutions. Effective call center representatives play a crucial role in ensuring customer satisfaction and loyalty.

What are some common challenges faced by call center representatives, and how can they be managed?

Call Center Representatives often encounter challenges such as handling high call volumes, managing difficult customer interactions, and maintaining consistent performance metrics. Effective time management and resilience are key to staying productive and positive throughout the day. Many companies provide ongoing training, team support, and feedback to help representatives develop strong communication and problem-solving skills, which are essential for overcoming these challenges. Building rapport with teammates and supervisors can also provide valuable support and reduce stress in a fast-paced environment.

How can I become a call center representative?

To become a call center representative, candidates typically need a high school diploma or equivalent and strong communication skills. Customer service experience and familiarity with call center software can be beneficial, and some employers may require specific training or certifications. Good interpersonal skills and the ability to handle stressful situations are important for success in this role.

What does a call center representative do?

Call center representatives take customer service calls for companies. Businesses employ call center representatives to handle a range of customer issues, including resolving complaints, processing transactions, and answering customer questions. They may also make cold calls or other outgoing calls for a company, usually following a set dialog script. Call center representatives often work remotely or in different call centers so that customer service lines may be open for more extended hours. This job requires strong verbal communication skills.

More about Call Center Representative jobs

What are the most commonly searched types of Call Center Representative jobs in Rochester, NY?

The most popular types of Call Center Representative jobs in Rochester, NY are:

What are popular job titles related to Call Center Representative jobs in Rochester, NY?

For Call Center Representative jobs in Rochester, NY, the most frequently searched job titles are:

What job categories do people searching Call Center Representative jobs in Rochester, NY look for?

The top searched job categories for Call Center Representative jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Call Center Representative jobs?

Cities near Rochester, NY with the most Call Center Representative job openings:

Call Center Representative jobs near you
Infographic showing various Call Center Representative job openings in Rochester, NY as of August 2026, with employment types broken down into 2% As Needed, 78% Full Time, 18% Part Time, and 2% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $36,760 per year, or $17.7 per hour.

Call Center Representative II

University of Rochester

Rochester, NY • On-site

$19.72 - $26.62/hr

Full-time

Re-posted 27 days ago

University Of Rochester rating

8.3

Company rating: 8.3 out of 10

Based on 186 frontline employees who took The Breakroom Quiz

126th of 618 rated colleges and universities

Job description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.
Job Location (Full Address):
601 Elmwood Ave, Rochester, New York, United States of America, 14642
Opening:
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
500281 Therapy Support Services
Work Shift:
UR - Day (United States of America)
Range:
UR URCC 204 H
Compensation Range:
$19.72 - $26.62
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Responsibilities:
Provides communication support services including general clerical, general information, wayfinding, technical support, provider/service referral, patient registration, and scheduling services to the patients of the University of Rochester Medical Center and its affiliates on behalf of the physicians and medical providers associated with the University. Involves the collecting, assessing, submitting, processing and updating of sensitive and confidential information, resolves patient access issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols.
JOB DUTIES AND RESPONSIBILITIES:
  • Answers large volume of inbound inquiries by phone, email and other electronic interfaces.
  • Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support.
  • Ensures appropriate use and distribution of Electronic Medical Record information.
  • During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
  • Assesses the urgency of the situation and determines the appropriate action or referral source.
  • Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.
  • Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for many University Medical Center departments and affiliate organizations.
  • Determines when situations warrant contacting Administrators, on call physicians, Security, or Public Relations.
  • Researches, resolves and documents non-routine paging issues which have impacted or delayed patient care.
  • As required, performs disaster protocols.
  • Resolves inquiries efficiently and escalates appropriately so all calls are resolved/documented.
  • Anticipates, prioritizes and maintains a balance between inbound and outbound activity as well as other clerical and/or administrative activities.
  • Independently initiates outbound communications following prescribed protocol and standard operating procedures in order to achieve and maintain optimal patient access targets and organizational goals/standards.
  • This may include, but is not limited to making routine appointments, managing wait/recall lists and communications regarding event cancellations, changes and updates.
  • Monitors appointment schedules, systems, and resources.
  • Provides feedback and suggestions for the purpose of achieving, monitoring and maintaining efficiency, reducing cost, and reducing waste.
  • Alerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure highest quality and quantity of service is provided at all times.
  • Based on general knowledge of UR Medicine branding standards and entity protocol, responds to inquiries and provides information for patients, physicians, vendors and customers of Strong Memorial Hospital, Highland Hospital, University of Rochester Medical Center affiliate institutions, UR Medical Faculty Group, individual departments, persons or programs in order to answer inquiries and connect callers.
  • Keeps abreast regulations, compliance requirements and applies best practices.
  • Is aware of and avoids issues downstream related to scheduling, initial registration and billing.
  • Attends and contributes to meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity.

Other duties as assigned.
QUALIFICATIONS:
  • High School Diploma required.
  • 1 year of customer service experience required.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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