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Online Call Center Representative Jobs in Rochester, NY

Cellular Sales

Call Center Representative

Rochester, NY · On-site

$17 - $20/hr

Cellular Sales Call Center Representative Customer Service | Business Development Since opening our doors in 1993, Cellular Sales has differentiated itself from all others in the wireless industry by ...

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Online Call Center Representative information

See Rochester, NY salary details

$10

$17

$24

How much do online call center representative jobs pay per hour?

As of Aug 31, 2026, the average hourly pay for online 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 an online call center representative?

Online Call Center Representatives are professionals who assist customers remotely through phone calls, emails, or live chat platforms. They handle inquiries, provide information about products or services, troubleshoot issues, and resolve complaints, all while working from a remote location or a dedicated call center. These representatives play a vital role in maintaining customer satisfaction and ensuring smooth communication between a company and its clients. Strong communication skills, patience, and problem-solving abilities are essential for success in this role.

How do online call center representatives typically manage high call volumes while maintaining quality customer service?

Online Call Center Representatives often handle fluctuating call volumes throughout their shifts, especially during peak hours. To manage this, they utilize call management software to prioritize and route calls efficiently, follow established scripts for consistency, and rely on teamwork to support one another during busy periods. Maintaining quality service involves active listening, clear communication, and quickly resolving issues or escalating them when necessary. Regular training sessions and performance feedback also help representatives continuously improve their service skills.

What are the key skills and qualifications needed to thrive as an online call center representative, and why are they important?

To thrive as an Online Call Center Representative, you need excellent verbal and written communication skills, active listening abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, ticketing systems, and basic computer proficiency is often required. Strong problem-solving skills, patience, and a customer-focused attitude help individuals excel in this role. These skills and qualities are crucial for efficiently resolving customer inquiries and providing a positive customer service experience in a virtual environment.

What are the most commonly searched types of Call Center Representative jobs in Rochester, NY?

The most popular types of Call Center Representative jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Online Call Center Representative jobs?

Cities near Rochester, NY with the most Online Call Center Representative job openings:

Online Call Center Representative jobs near you
Infographic showing various Online Call Center Representative job openings in Rochester, NY as of August 2026, with employment types broken down into 3% As Needed, 76% Full Time, 18% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $36,760 per year, or $17.7 per hour.

Call Center Representative 3

Office of the New York State Comptroller

Rochester, NY • On-site

$63K - $80K/yr

Full-time

Retirement

Posted 7 days ago

Job description

#2556 - Call Center Representative 3
Provide supervision, guidance, and oversight to teams of Call Center Representatives 1 and 2 and resolve work problems. Communicate with other staff to plan and review departmental/division/section procedures and activities to include: establish Service Level Objectives, implement recommended changes, and coordinate and integrate staff training and work schedules. Monitor work standards and daily volume to track and maintain service levels; meet productivity level objectives and ensure quality control; provide on-going feedback to identify problem areas and methods or techniques for improvement; assist in establishing work and quality control standards and productivity goals; collect and analyze statistical data on production and prepare reports on types and volumes of calls/correspondence, problems encountered, and recommended solutions; determine and oversee staff assignments; approve leave and track time and attendance; and identify training needs and arrange for the provision of training.
Position Summary:
Item #: 01827
Bargaining Unit: Public Employees Federation
Division: Retirement Services
Bureau: Benefits Information Services
Jurisdictional Class: Competitive
Appointment Type: Contingent-Permanent
Salary Grade: 017
Salary Range: $63,361-$80,655
Employment Type: FULL TIME
Occupational Category: No Preference
NY HELPS: Yes
Travel Percentage: 25%
Work Week: Monday - Friday
Work Hours: 8:30am - 4:30pm
Shift: N/A
Mandatory Overtime: No
Compressed Workweek Allowed: No
Telecommuting Allowed: Yes
How to Apply:
To be considered for this position, you must create a candidate profile or log in to your profile and upload the documents listed below.
  • Cover Letter
  • Resume
  • *Transcripts

Please ensure the item number 01827_TBK is included in each document's file name.
*Transcripts are required if the position has educational requirements or allows education as a substitution for minimum qualifications.
Minimum Qualifications:
Do you want a career with a purpose that provides work/life balance? Apply today to join the Office of the New York State Comptroller.
No exam required under the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) Program.
Non-Competitive Qualifications for appointment under the NYHELPS Program:
For appointment to a Call Center Representative 3 you must have:
High school graduation or equivalency AND four (4) years of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.
OR
60 college credits AND three (3) years of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.
OR
Bachelor's degree AND two (2) of experience in a position where your primary responsibility was providing customer service to the general public either in an environment with substantial face-to-face interaction or in a call center environment.
70.1 Transfer:
For a 70.1 transfer to a Call Center Representative 3, SG-17, you must have one year of permanent competitive service in an approved 70.1 title allocated to a salary grade 15 or above.
To determine if your current Civil Service title is eligible for transfer to this title, visit the Career Mobility GOT-IT website: Career Mobility Office » GOT-IT (ny.gov)
Appointments via transfer must not result in a second, consecutive transfer with an advancement of more than two S-grades or one M-grade.
You must be currently reachable on the appropriate eligible list for this title or eligible to transfer to this title under Section 70.1 of the Civil Service Law.
Provisional and/or Non-Competitive promotion (NCP) qualifications:
You must be a qualified employee of the Office of the New York State Comptroller; AND have had one year of permanent competitive or 55-b/55-c service as a Call Center Representative 2 or Call Center Representative 2 (Spanish Language) (SG-14).
Provisional and/or NCP notes:
If the number of interested candidates who meet the promotional qualifications is three or less, the agency; at its discretion, may nominate one or more of the candidates for a noncompetitive promotion without further examination under the provisions of Section 52.7 of the Civil Service Law.
If the number of interested candidates who meet the promotional qualifications is more than three, the agency; at its discretion, may nominate one or more of the candidates for a provisional promotion under the provisions of Section 65 of the Civil Service.
Preferred Qualifications/Knowledge, Skills and Abilities:
  • Exhibits excellent interpersonal skills with staff and customers, both over the telephone and in-person
  • Possesses effective oral and written skills
  • Performs tasks accurately and within specific time frames
  • Operates a personal computer and effectively demonstrates a working knowledge of the PeopleSoft system, the Internet and OSC's Intranet in order to access Retirement Systems' laws, policies and procedures
  • Acquires, retains and applies extensive Self-Service Application knowledge, as well as basic Retirement System knowledge, to respond to customer inquiries
  • Demonstrates the ability to effectively supervise subordinate staff and apply Agency policies and procedures
  • Possesses a valid driver's license for travel purposes

Contact Information:
If you have questions about this vacancy, please contact:
Division Contact:
Ashley Ritter
ERS_Personnel@osc.ny.gov
Human Resources Contact:
Takeitha Kelley
(518) 474-1924
Recruit@osc.ny.gov
The Office of the State Comptroller does not participate in E-Verify or sponsor visa applications.
Telecommuting
The Office of the New York State Comptroller (OSC) supports telecommuting where it is reasonable to do so based upon the agency's mission and operational needs. Generally, employees new to OSC will be restricted from telecommuting for at least 8 calendar weeks. After the initial 8 calendar week restriction, if an employee's primary residence location, duties and work performance are aligned with telecommuting they may be allowed to do so. Upon approval to telecommute, OSC employees may telecommute up to 5 days per pay period.
Reasonable Accommodation
The NYS Office of the State Comptroller provides reasonable accommodation to applicants with disabilities. If you need reasonable accommodation for any part of the application and hiring process, please notify the Division of Human Resources at (518) 474-1924.
Equal Opportunity Employment
The Office of the NYS Comptroller values a workforce with a broad, diverse range of backgrounds and perspectives. All employees are expected to contribute to a professional environment focused on self-evaluation and improvement, as well as acceptance and support of coworkers.
Some positions may require additional credentials or a background check to verify your identity.

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