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Call Listener Jobs in Muskegon, MI (NOW HIRING)

Learning Care Group

Lead Teacher

Hudsonville, MI

$14 - $18.75/hr

We listen and we know what you're looking for: You want benefits. We support you with a minimum 50 ... Call the shots. Take the lead on classroom management and curriculum implementation, plus be an ...

Pizza Ranch

Kitchen Manager

Muskegon, MI · On-site

We strive to make a positive impact for those that are devoted to family, faith and guests, we call ... listener with good oral and written communication skills • Restaurant management experience ...

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Call Listener information

See Muskegon, MI salary details

$9

$16

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How much do call listener jobs pay per hour?

As of Aug 12, 2026, the average hourly pay for call listener in Muskegon, MI is $16.18, according to ZipRecruiter salary data. Most workers in this role earn between $13.89 and $17.36 per hour, depending on experience, location, and employer.

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 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 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 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 popular job titles related to Call Listener jobs in Muskegon, MI? For Call Listener jobs in Muskegon, MI, the most frequently searched job titles are:
What job categories do people searching Call Listener jobs in Muskegon, MI look for? The top searched job categories for Call Listener jobs in Muskegon, MI are:
What cities near Muskegon, MI are hiring for Call Listener jobs? Cities near Muskegon, MI with the most Call Listener job openings:
Call Listener jobs near you

Full-Time Bi-Lingual Customer Service Center Representative

ChoiceOne Bank

Sparta, MI • On-site

$15 - $20.25/hr

Full-time

Re-posted 19 days ago

Job description

Job Type
Full-time
Description
Bi-Lingual Customer Service Center Representative
Non-Exempt - Grade Level 2
Equal Employment Opportunity
Corporate Values & Mission
"Provide superior service, quality advice and show our utmost respect to everyone we meet."
General Summary
Provide world class support and service to our banking customers. Treat each customer with respect and courtesy, responsively addressing their service concerns, and recommending ChoiceOne products and services to help them achieve their financial goals. Take ownership of each customer service situation and work to resolve issues, deepening the customer relationship upon a "First Call Resolution" process.
Reports To: Customer Service Center Assistant Manager
Essential Duties and Responsibilities
  • Provide friendly, helpful service to our English and Spanish speaking customers that promotes financial discipline by:
  • Preparing for daily interactions with a professional mindset and an organized workstation.
  • Maintaining knowledge of the bank's products, services, and processes.
  • Proactively greeting clients with a smile and warm tone.
  • Understanding the client's objectives by asking appropriate questions and listening to the client's responses.
  • Recommending the best solution or guiding the client to the appropriate staff to accomplish the client's needs and strengthen their financial well-being.
  • Processing the transaction accurately and efficiently.
  • Following up with the clients to ensure satisfaction and provide encouragement.
  • Proactively displaying teamwork and respect for other team members.

  • Answer incoming calls quickly and efficiently, escalating issues when appropriate
  • Take ownership of call and respond with a "First Call Resolution" mindset
  • Maintain, cross-sell, and refer all ChoiceOne products
  • Record all client contact, sales, or referrals via Synapsys
  • Attends department meetings as scheduled.
  • Additional responsibilities as assigned.
  • Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
  • Be familiar with and comply with all federal and state banking regulations as applicable.

Qualifications
To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.
Experience and/or Education
  • High School Diploma or GED
  • Minimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales preferred
  • Fully Bilingual in English and Spanish languages - both written and verbal skills required

Competencies
Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
Reliability - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; able to provide flexibility and adapt to changing schedules; follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Physical Demands and Work Environment
  • Ability to work in an office environment which may include many hours of computer and telephone usage.
  • This position is not remote-eligible.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.

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