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Call Listener Jobs in New Jersey (NOW HIRING)

Ocwen

Call Center Representative

Mount Laurel, NJ · Hybrid

$15.75 - $19.75/hr

Take ownership of every customer interaction and delinquent account by listening fully ... Minimum of one year experience in a call center, collections, inside sales, customer service, or ...

VillageMD

Quality Analyst

New Providence, NJ · On-site

Call out trends noticed while performing quality audits and while call listening * Own and implement action plans to meet quality metrics * Conduct Secret shopper calls for all teams * Maintain ...

Summit Health

Quality Analyst

New Providence, NJ · On-site

Call out trends noticed while performing quality audits and while call listening * Own and implement action plans to meet quality metrics * Conduct Secret shopper calls for all teams * Maintain ...

VillageMD

Quality Analyst

New Providence, NJ · On-site

Call out trends noticed while performing quality audits and while call listening * Own and implement action plans to meet quality metrics * Conduct Secret shopper calls for all teams * Maintain ...

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All JobsCall Listener JobsCall Listener Jobs in New Jersey

Call Listener information

What does a call listener do?

A Call Listener is responsible for monitoring and evaluating phone calls, typically within customer service or call center environments. Their main tasks include listening to recorded or live calls to assess the quality of customer interactions, ensuring compliance with company policies, and identifying areas for improvement. Based on their evaluations, they provide feedback to staff and help develop training programs. This role is important for maintaining customer satisfaction and upholding service standards.

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

To thrive as a Call Listener, you need strong active listening, attention to detail, and communication skills, often supported by a high school diploma or equivalent. Familiarity with call center software, customer relationship management (CRM) systems, and basic computer proficiency is typically required. Patience, empathy, and the ability to remain calm under pressure are crucial soft skills in this role. These abilities ensure accurate information capture, provide support to callers, and contribute to positive customer or client experiences.

What are some common challenges faced by call listeners, and how can they effectively manage them?

Call Listeners often encounter challenges such as handling emotionally charged conversations, maintaining focus during long shifts, and accurately recording information under time constraints. To manage these challenges, it's important to develop strong active listening skills, practice self-care to avoid burnout, and utilize organizational tools or templates for note-taking. Regular team debriefings and support from supervisors also help Call Listeners process difficult calls and continuously improve their performance.

What is the difference between Call Listener vs Call Center Agent?

AspectCall ListenerCall Center Agent
Primary RoleMonitoring and analyzing calls for quality assuranceHandling customer inquiries and providing support
Required SkillsActive listening, communication, analytical skillsCommunication, problem-solving, customer service
Work EnvironmentCall monitoring rooms, quality assurance departmentsCall centers, customer service departments
CertificationsNone typically required, but quality assurance training helpfulCustomer service certifications often preferred

While Call Listeners focus on monitoring and evaluating calls to ensure quality standards, Call Center Agents directly interact with customers to resolve issues and provide assistance. Both roles are essential in customer service operations but differ in responsibilities and daily tasks.

What are popular job titles related to Call Listener jobs in New Jersey?

For Call Listener jobs in New Jersey, the most frequently searched job titles are:

What job categories do people searching Call Listener jobs in New Jersey look for?

The top searched job categories for Call Listener jobs in New Jersey are:

What cities in New Jersey are hiring for Call Listener jobs?

Cities in New Jersey with the most Call Listener job openings:

Call Listener jobs near you

Call Center Representative - English & Spanish (Remote)

Stratford Solutions Inc.

Princeton, NJ • On-site, Remote

$20/hr

Full-time

Re-posted 2 days ago

Job description

Job Title: Call Center Representative - English & Spanish (Remote)
Job Type: • Full-time, Contract
Location: 100% Remote
Shift timing: 10:00Am to 6:00Pm EST
Pay Rate: $20 per hour
We are looking for Spanish Call Center Representatives who can compassionately deliver exceptional customer service. In this role, you will provide high-quality, accurate, and professional responses to customer inquiries while adhering to regulatory and compliance guidelines. Success in this position means delivering service with integrity, building customer rapport, and creating a positive experience for every caller.
Key Responsibilities:
• Handle a high volume of inbound calls (approximately 45-75 calls per day)
• Assist callers by addressing inquiries, resolving issues, and providing appropriate solutions
• Read from and utilize knowledge base articles to ensure accurate and consistent information
• Create and manage service requests based on customer needs
• Identify and appropriately escalate complex or sensitive calls
• Maintain detailed and accurate documentation of customer interactions
• Deliver excellent customer service while remaining professional, patient, and empathetic
• Adhere to company policies, procedures, and compliance standards at all times
Knowledge, Skills, and Abilities:
• Advanced customer service skills with a strong desire to help others
• Strong phone etiquette and interpersonal communication skills
• Proficiency in Microsoft Office and general computer skills
• Experience with keyword searching (Boolean search skills a plus)
• Excellent verbal and written communication skills
• Strong listening and comprehension abilities
• Ability to remain composed, objective, and professional in all situations
• Positive, patient, and confident demeanor
Minimum Education and Experience:
• High School Diploma or GED (preferred)
• 2-3 years of customer service experience (preferred)
• Phone-based customer service experience (strongly preferred)
• Bilingual skills are a plus but not required
Training Schedule:
• Monday through Friday, 9:00 AM - 5:00 PM
• Weekend availability required
Company Culture:
• Detail-oriented - focused on quality and precision
• Outcome-oriented - driven by performance and results
• People-oriented - supportive and fairness-focused
• Team-oriented - collaborative and cooperative

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