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Call Center Representative Jobs in Rochester, NY

SPECTRUM

Customer Support Representative

Rochester, NY · On-site

$20/hr

Customer Service Representatives on our billing team are vital to our mission, providing the ... call center * Technical Skills : MS Office, computer skills, typing * Skills : Communication ...

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Call Center Representative information

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How much do call center representative jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for call center representative in Rochester, NY is $17.68, 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 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 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.

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 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 do I become a call center representative with no experience?

To become a call center representative with no experience, focus on developing strong communication and customer service skills, which can be gained through volunteering or part-time work. Many employers offer on-the-job training, so having a high school diploma or equivalent and demonstrating a positive attitude can help you get started.
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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, 82% Full Time, 14% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $36,777 per year, or $17.7 per hour.

Resolution Expert - Collection Specialist

Bounce AI

Rochester, NY • On-site

$19 - $22/hr

Full-time

Re-posted 2 days ago

Key responsibilities

  • Manage inbound and outbound communication with consumers via phone, email, and chat.

  • Communicate with consumers to establish repayment plans and resolve questions or concerns.

  • Adhere to communication scripts, quality, and compliance standards while meeting performance indicators.

Job description

Bounce AI is a fintech startup transforming how people pay off debt, leveraging machine learning, automation, and deep personalization tailored to borrowers’ financial situations.

For creditors, we:

  • Transform how they transact, allowing creditors the ability to control liquidity and risk.
  • Empower consumers with a seamless & flexible digital first collections platform to maximize recoveries and enhance the experience.
  • Utilize a highly optimized funnel, from the first message to payment plans; our platform evolves based on real-life interactions and continuously incoming data feeds.
  • Reduce legal and operational risk with automated compliance designed by experts enforced by code.
  • Unlock customer insights by exploring new data sources.

For borrowers we:

  • They are set up for convenience and can manage their plan whenever, wherever, with representatives always available via live chat or phone to assist.
  • Provide a safe, secure, and compliant service with one goal: to help them move forward.
  • Offer flexible repayment plans or the ability to customize one of their own, giving them the option to pay now, later, or in small amounts over time.




About Us:

We are looking for a call center representative, which we refer to as a “Resolution Expert”, who can motivate and guide consumers through the collections process while providing exceptional customer service. The successful candidate will be able to accept ownership for effectively solving consumers’ issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.



How You’ll Spend Your Time:
  • Manage inbound and outbound communication from consumers and their representatives via phone, email, and chat.
  • Follow communication “scripts” when handling different topics
  • Communicate with consumers to establish repayment plans and resolve questions or concerns
  • Attend educational seminars to improve knowledge and skills
  • Meet key performance indicators as outlined by management
  • Adhere to expected quality and compliance standards



What We Offer:

What makes an amazing Collection Specialist?

A successful Collection specialist must have an excellent attitude toward their work and empathy for consumers experiencing financial hardship. They should also have excellent interpersonal and social skills to provide consumers with the best service and solutions.

Current Available Full Time Shifts:

M-F 8:30am to 5:00pm

Paid Training Program:

2-week, full-time training program

Office Location:

333 Metro Park, Rochester, NY 14534

This is an in-office role

Pay:

  • up to $19.00- $22.00 per hour, with the potential for higher pay based on experience, skill set, and Spanish fluency - A significant advantage.


Bounce is an equal opportunity employer. All employment decisions are based on qualifications, merit, and business need, without regard to race, color, religion, sexual orientation, gender identity, national origin, veteran, or disability status.


#ZR


Address:
333 Metro Park, Rochester
Requirements:
  • Previous experience in collections, customer service, and/or sales
  • Strong verbal and written communication skills
  • High attention to detail and critical thinking
  • Problem-solving, negotiation, and conflict-resolution skills
  • Customer-focused and adaptable to different personality types
  • Ability to multi-task, set priorities and manage time effectively
  • Ability to work in a fast-paced and changing environment


Company Description

Bounce is a growing fintech company. We are revolutionizing debt recovery for consumers and creditors with our best-in-class product. By leveraging the power of AI and automation, we create user-friendly experiences that drive positive outcomes for all parties involved.