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Call Listener Jobs in Washington (NOW HIRING)

Howard University

Clinical Account Rep I

Washington, DC · On-site

Excellent Communication skills, strong phone skills, and verbal communication skills along with active listening skills * Knowledge of Call Routing and familiar with the call monitoring process and ...

Professional Moving & Storage

Customer Service

Washington, DC · On-site

$18 - $24.75/hr

We are looking for motivated individuals who possess excellent listening skills as well as superior ... Past customer service experience (in any field) Past call center experience Bi-lingual is a huge ...

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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 Washington?

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

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

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

What cities in Washington are hiring for Call Listener jobs?

Cities in Washington with the most Call Listener job openings:

Call Listener jobs near you
Infographic showing various Call Listener job openings in Washington as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 76% Full Time, 11% Part Time, 2% Temporary, and 9% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution.

Call Center Customer Service Supervisor, MD SC VA UT WV TN, TX (VE260805VA)

Gtsc

Chantilly, VA • On-site

$60 - $75/hr

Other

Medical, Dental, Life, Retirement, PTO

Posted 4 days ago

Key responsibilities

  • Supervise Customer Service Representatives and provide leadership, including recruitment, onboarding, training, and performance management.

  • Monitor CSR work performance, handle escalated calls, and ensure quality of service through daily observations and case reviews.

  • Communicate with customers via phone, chat, text, or messaging channels and prepare case notes for escalated calls.

Job description

The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service support management team! These are full-time, remote positions that support 24/7 contact center operations with multiple shifts available.

This position is 100% local-virtual. You MUST live within 60-minute drive of the designated Veterans Administration facility for technical support and training in one of the following locations:

-----Nashville/Murfreesboro TN

--- Columbia SC

----Shepherdstown WV

--- Arlington, VA

----Maryland

--- Salt Lake City, UT

---- San Antonio, TX

YOUR MISSION

The Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office's White House VA Hotline contact center. In this role, you will provide coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and perform intake for the VA's complaint management program. Phone calls are from a wide variety of individuals, including Veterans, their family members and/or legal representatives, the public, and VA employees.

REQUIREMENTS
  • Education: High School Diploma or equivalent.
  • Work Experience: Four (4) years' experience in a call center or contact center environment; One (1) year of supervisory experience.
  • Must be a U.S. citizen with REAL ID identification or acceptable REAL ID equivalent: US Passport, Department of Defense ID card for active / retired / military family dependent member.
  • Wired-to-Home Internet: Ability to connect your computer into your wired cable service home High-Speed Internet router. Your speed test must indicate a minimum 25 Mbps download without delay / Minimum 10 Mbps upload, both without any delay.
  • Note: Wi-Fi-only high-speed internet can rarely sustain these speeds. The required speed test you take will show the kind of internet access that you have. High-speed wireless provider service is not acceptable due to frequent connectivity drops.
  • Industry Knowledge:
    • Understanding, sensitivity, and empathy for Veterans and their family members.
    • Knowledge of military benefits, resources, and services.
    • Demonstrated experience in utilizing MS Office products (Excel, Word, PowerPoint) and Salesforce CRM.
    • Previous military experience (including military spouses, family, and/or as a service provider).
CORE FUNCTIONS
  • Supervise CSRs and provide overall leadership of CSRs, including recruitment, onboarding, training, performance management and development
  • Ensure tasks are assigned to CSRs with clear plan of action and expectations are clearly defined
  • Monitor CSR work performance and production and manage service quality through daily observations
  • Field escalated calls from CSRs and overflow calls from agent queues
  • Determine most appropriate course of action and/or identify alternatives in resolving issues
  • Ask appropriate probing questions to clarify complex or vague requests
  • Prepare well-defined case notes for field escalated calls received from CSRs
  • Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging
  • Perform a supervisory review of cases
  • Review reports, case notes, and rosters submitted by CSRs
  • Review CSR call volume reports to evaluate productivity
  • Prepare shift operational assessments, after-action reports, and weekly statistical data reports for presentation
  • All other job-related duties as assigned
Personality and communication
  • Work Ethic
  • Problem-solving
  • Effective communication skills
  • Self-direction
  • Dependability
  • Detail- oriented
Competencies (hard skills) Customer Service

Engage, support and collaborate with other members of the team, the company and the customer. Present and relay available services and resources to meet customer needs. Track progress of projects and follow up as needed.

Communication

Express and present information to team members, managers and customers verbally and in writing. Apply the use of telecommunication equipment and computers to optimize information relay. Strategically engage with the speaker or listener to formulate and suggest executable solutions.

Research and Analysis

Conduct studies and evaluations related to the tasking. Design and implement systems and procedures for analysis and verification. Seek or develop guidance from customer insight and manager directives, and leverage professional judgment and subject matter expertise.

Benefits - We offer a comprehensive benefits package for Full-time Employees to include the following:
  • Health and Dental Insurance
  • Group Life Insurance
  • Short-term Disability
  • Generous paid vacation and holiday leave
  • 401(k)!

The Bowen Group is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

The Bowen Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Note: This accessibility is intended for individuals requiring accommodation and should not be used to check the status of your application. Inquiries not specific to requesting accommodation will be discarded.

The Bowen Group participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

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