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Call Monitoring Jobs in Alabama (NOW HIRING)

MCI Careers

We are seeking a dedicated and experienced Call Center Trainer to join our team. This role involves ... Monitor and assess trainee progress, providing constructive feedback and additional support as ...

Lowe's

Market Delivery Manager - XDT

Bessemer, AL

Responsibility Statements • Oversees a Market-based ASA(Administrative Service Associates) team responsible to support delivery operations including performance monitoring, inbound call monitoring ...

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Call Monitoring information

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$9

$16

$22

How much do call monitoring jobs pay per hour?

As of May 31, 2026, the average hourly pay for call monitoring in Alabama is $16.24, according to ZipRecruiter salary data. Most workers in this role earn between $13.94 and $17.45 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Call Monitoring Specialist, and why are they important?

To thrive as a Call Monitoring Specialist, you need strong analytical skills, attention to detail, and a background in customer service or quality assurance. Familiarity with call recording software, CRM systems, and quality monitoring tools, along with certifications like COPC or Six Sigma, is often required. Excellent communication, objectivity, and the ability to provide constructive feedback are vital soft skills in this role. These abilities ensure accurate evaluation of customer interactions, consistent service quality, and ongoing staff development.

What are some common challenges faced in a Call Monitoring role, and how can they be addressed?

Professionals in Call Monitoring often face challenges such as handling a high volume of calls to review, maintaining objectivity while evaluating diverse communication styles, and balancing consistency with changing company standards. Staying organized and developing a clear rubric for assessment can help manage these challenges. Regular calibration sessions with team members ensure everyone is aligned on evaluation criteria, and ongoing training helps refine both technical and interpersonal evaluation skills.

What is call monitoring?

Call monitoring is the process of listening to and evaluating phone calls between customer service representatives and customers. This practice is commonly used in call centers to assess agent performance, ensure quality assurance, and identify areas for training and improvement. Supervisors or quality assurance teams typically use call monitoring tools to review live or recorded calls. The insights gained help companies enhance customer satisfaction and maintain service standards.

How to make $1000 a week remotely?

In call monitoring roles, earning $1000 a week remotely typically requires working full-time hours, often 40 or more per week, and gaining experience or specialized skills such as quality assurance or compliance. Some positions offer performance-based incentives or bonuses that can increase earnings, but consistent high income usually depends on the employer, workload, and individual performance.

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

AspectCall MonitoringCall Center Agent
Primary RoleSupervising and evaluating calls for quality assuranceHandling customer calls and providing support
Required SkillsCommunication, listening, coachingCustomer service, problem-solving
Work EnvironmentQuality assurance teams, supervisorsCall centers, customer support centers
CertificationsOptional, related to quality managementCustomer service certifications often preferred

Call Monitoring focuses on overseeing and assessing call quality, while Call Center Agents directly interact with customers. Both roles are essential in customer service operations but serve different functions within the industry.

What are the most commonly searched types of Call Monitoring jobs in Alabama? The most popular types of Call Monitoring jobs in Alabama are:
What are popular job titles related to Call Monitoring jobs in Alabama? For Call Monitoring jobs in Alabama, the most frequently searched job titles are:
What job categories do people searching Call Monitoring jobs in Alabama look for? The top searched job categories for Call Monitoring jobs in Alabama are:
Call Monitoring jobs near you
Customer Service Representative I

Customer Service Representative I

Service Experts

Birmingham, AL

$15 - $20.50/hr

Full-time

Posted 3 days ago

Service Experts rating

6.4

Company rating: 6.4 out of 10

Based on 27 frontline employees who took The Breakroom Quiz

164th of 217 rated repair and maintenance companies

Job description

Welcome!

Job Title: Customer Service Representative I
Reports To: General Manager
Status: Full-time, Regular position
Location Name: Norrel
Location Address:5529 Eastcliff Industrial Loop Irondale, AL 35210
The Customer Service Specialist handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center.

Key Responsibilities:

  • Answers incoming phone calls from customers and assists call or routes call to appropriate person
  • Maintains good customer relations and ensures that all calls meet Service Experts' standards
  • Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)
  • Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
  • Maintains customer records by updating account information
  • Accurately dispositions calls in call monitoring software
  • Adheres to CPI compliance regulations when taking payments over the phone
  • Updates capacity planner whenever calls or booked, rescheduled or cancelled
  • Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response
  • Communicates with customers on the status of service calls
  • Assists with dispatching as needed
  • Continually maintains working knowledge of all company products, services, and promotions
  • Working with dispatch to improve accuracy in scheduling and speed of response
  • Reliable attendance and on-time job performance
  • Performs similar/other duties as needed or assigned

Required Qualifications:

  • High school diploma or equivalent with 1 year experience working in customer service or other customer-facing environment
  • Experience or training the use of computers and related systems in an administrative office environment
  • Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
  • Excellent customer-service, communication, and interpersonal skills
  • Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns
  • Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population.
  • Ability to work effectively in both a team and an independent environment
  • Ability to make decisions based on established guidelines and procedures
  • Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
  • Effective organizational and time-management skills. Must be able to prioritize work based on service demands
  • An understanding and knowledge of the HVAC/Refrigeration Industry is an asset
Minimum Experience: 2+
Years Minimum Education: High School Diploma/GED

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

What Service Experts employees say

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Benefits

Hours and flexibility

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About Service Experts

Sourced by ZipRecruiter

Service Experts, based in Plano, Texas, US, is an industry leader in the HVAC (Heating, Ventilation, Air Conditioning) sector with a commitment to providing top-tier service for home comfort. Their offerings cover a broad range of services such as repair, maintenance, and installation of heating and air conditioning systems. Established in 1996, the company has demonstrated consistent growth and expansion, boasting a network of over 100 service centers across North America. Their mission is simple yet powerful: to provide excellence in home comfort. Service Experts has emerged as a trusted choice in the market due to their adherence to core values of integrity, innovation, excellence, and commitment.

Industry

Construction

Company size

1,001 - 5,000 Employees

Headquarters location

Plano, TX, US

Year founded

1996

Social media

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