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Senior Call Center Representative Jobs in Santa Rosa, CA

John Owens Services Inc

Call Center CSR

Petaluma, CA · On-site

$20 - $30/hr

John Owens Services, Inc. is looking for a friendly, dependable, and motivated Customer Service Representative to join our call center team in Petaluma. We are a well-established residential HVAC, ...

John Owens Services

Call Center CSR

Petaluma, CA · On-site

$20 - $30/hr

John Owens Services, Inc. is looking for a friendly, dependable, and motivated Customer Service Representative to join our call center team in Petaluma. We are a well-established residential HVAC, ...

John Owens Services Inc

Call Center CSR

Petaluma, CA · On-site

$25 - $30/hr

John Owens Services, Inc. is looking for a friendly, dependable, and motivated Customer Service Representative to join our call center team in Petaluma. We are a well-established residential HVAC, ...

John Owens Services Inc

Call Center CSR

Petaluma, CA · On-site

$20 - $30/hr

John Owens Services, Inc. is looking for a friendly, dependable, and motivated Customer Service Representative to join our call center team in Petaluma. We are a well-established residential HVAC, ...

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All JobsCall Center Representative JobsSenior Call Center Representative JobsSenior Call Center Representative Jobs in Santa Rosa, CA

Senior Call Center Representative information

See Santa Rosa, CA salary details

$13

$25

$38

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

As of Aug 27, 2026, the average hourly pay for senior call center representative in Santa Rosa, CA is $25.23, according to ZipRecruiter salary data. Most workers in this role earn between $20.24 and $27.84 per hour, depending on experience, location, and employer.

What is a senior call center representative?

Senior Call Center Representatives are experienced customer service professionals who handle complex customer inquiries, resolve escalated issues, and provide guidance to junior staff. They typically have in-depth knowledge of company products, services, and procedures, enabling them to support both customers and team members effectively. In addition to answering calls, they may assist with training new employees, monitoring call quality, and implementing best practices to improve the customer experience.

What are the key skills and qualifications needed to thrive as a senior call center representative?

To thrive as a Senior Call Center Representative, you need in-depth knowledge of customer service principles, strong problem-solving abilities, and experience with call center operations, often supported by relevant experience or supervisory training. Familiarity with customer relationship management (CRM) software, call routing systems, and telephony platforms is typically required. Outstanding communication, patience, and leadership skills help you handle escalations and mentor junior staff. These skills are crucial to ensuring high customer satisfaction, efficient team support, and effective resolution of complex issues in a fast-paced environment.

What are some common challenges senior call center representatives face, and how can they effectively manage them?

Senior Call Center Representatives often encounter challenges such as handling escalated customer complaints, balancing high call volumes, and mentoring junior team members. To manage these effectively, it's important to develop strong communication and conflict resolution skills, stay organized, and remain calm under pressure. Leveraging experience to provide guidance to less-experienced colleagues and utilizing available technology and resources can also help streamline processes and improve overall team performance.

What is the difference between Senior Call Center Representative vs Call Center Agent?

AspectSenior Call Center RepresentativeCall Center Agent
Required CredentialsHigh school diploma, experience, possibly certifications in customer serviceHigh school diploma or equivalent, basic customer service skills
Work EnvironmentCall centers, customer service departmentsCall centers, customer support roles
Employer & Industry UsageCustomer service, technical support, salesCustomer support, inbound/outbound calls
Common Search & ComparisonMore experienced, higher responsibilitiesEntry-level, basic support

The main difference between a Senior Call Center Representative and a Call Center Agent is experience and responsibility. Senior representatives typically handle more complex issues, mentor new staff, and have a deeper understanding of products or services. Call Center Agents are usually entry-level, focusing on basic customer interactions. Both roles are essential in customer service environments, but the senior position involves greater expertise and leadership responsibilities.

What are the most commonly searched types of Call Center Representative jobs in Santa Rosa, CA?

The most popular types of Call Center Representative jobs in Santa Rosa, CA are:

What are popular job titles related to Senior Call Center Representative jobs in Santa Rosa, CA?

For Senior Call Center Representative jobs in Santa Rosa, CA, the most frequently searched job titles are:

What job categories do people searching Senior Call Center Representative jobs in Santa Rosa, CA look for?

The top searched job categories for Senior Call Center Representative jobs in Santa Rosa, CA are:

What cities near Santa Rosa, CA are hiring for Senior Call Center Representative jobs?

Cities near Santa Rosa, CA with the most Senior Call Center Representative job openings:

Senior Call Center Representative jobs near you
Infographic showing various Senior Call Center Representative job openings in Santa Rosa, CA 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 $52,474 per year, or $25.2 per hour.

Call Center Representative I - Napa County

Napa, CA • On-site

OLE Health
Health Care and Social Assistance • 11 - 50 employees
Learn more about OLE Healthexternal

$24.21 - $29.59/hr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 14 days ago

Job description

POSITION TITLE:
Call Center Representative
DEPARTMENT:
Patient Access
REPORTS TO TITLE:
Call Center Manager
LOCATION:
Napa, CA
PAY RANGE:
$24.21 to $29.59/hr, depending on years of experience
SCHEDULE:
Monday to Friday, 8am to 5pm
DLSE/FLSA STATUS: ()
____Exempt/Salaried position
_X__Nonexempt/Hourly position
SUPERVISORY RESPONSIBILITIES (does this position have direct reports):
YES
NO
About CommuniCare+OLE
Established in 2023, CommuniCare+OLE is the result of a union of two health centers with a deep roots in their respective communities and reputations for providing high-quality primary care to all, regardless of insurance or ability to pay: OLE Health of Napa and Solano Counties and CommuniCare Health Centers of Yolo County. Building on a legacy established by both organizations in 1972, CommuniCare+OLE is a network of federally-qualified health centers with 17 sites across Napa, Solano, and Yolo Counties. It offers comprehensive care, including medical, dental, behavioral health and substance use treatment, nutrition, optometry, pharmacy, care coordination, referrals, and enrollment assistance to more than 70,000 individuals, and no one is turned away due to lack of insurance, immigration status, or ability to pay. Many services are offered outside of its sites, including mobile health, home visiting, and community and school-based programs.
BENEFITS

  • Medical, Dental, Vision Coverage
    • Employer covers 90% of employee medical, dental and vision premium and 50% of dependent premium
  • 18 days of PTO (Vacation & Sick)
  • 10 Paid Holidays + 1 Float Holiday
  • 2% employer match with employee 4% Contribution 403(b) retirement plan
  • Tuition Reimbursement of up to $2,000 per Calendar Year for part-time and full-time employees (prorated per Full-Time Equivalent)
  • Life & Accidental Insurance Coverage
  • Employer contribution for Health Savings Account
JOB SUMMARY/OVERVIEW:
Call Center Representatives work under the Call Center Manager and is responsible for assisting patients with handling and triaging phone calls, scheduling appointments, responding to questions, and documenting within the electronic health record.
CommuniCare+OLE provides an inclusive workplace that promotes and values diversity and life experience.
CommuniCare+OLE encourages people of all backgrounds to apply including, but not limited to, Black, Indigenous Peoples,
people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, individuals of
all ages and religions, and individuals who have been affected by the legal system.
YOU ARE WELCOME HERE.
***The following reflects requirements and essential functions of this position but does not restrict tasks that may be assigned. Essential functions include basic job duties, core elements, or fundamental responsibilities that an employee must perform to hold the position. Employees must be able to perform these essential functions with or without reasonable accommodation (accommodation may be requested). Duties and responsibilities are not all-inclusive, and they may be assigned or reassigned to this job at any time, due to reasonable accommodation or any other reason. ***
MINIMUM POSITION REQUIREMENTS: EDUCATION, EXPERIENCE, SKILLS/TRAINING
  1. Education:
High School Diploma or GED required.
  1. Experience/Lived Experience:
  • One year experience in medical office, hospital or clinic preferred
  • Administrative and customer service experience in a busy customer service-related environment is required
  1. Special Skills/Training:
  • Experience working in a health clinic or demonstrated commitment to low-income populations preferred.
  • Strong computer and data entry skills including MS Office required; electronic health record system required.
  • Strong verbal and written communication skills.
  • Ability to work in a fast-paced environment and multitask.
  • Bilingual in English/Spanish/Dari/Punjabi/Vietnamese strongly preferred.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
1.
Answers phone and schedules patient appointments providing accurate information to patients regarding a variety of programs and services
2.
Complete and update registration for patients as needed.
3.
Runs insurance eligibility for the following day and creates billing notes for outstanding documents.
4.
Be empathetic and sensitive to the unique needs of each customer. Provide explanations that are appropriate to the customer's level of understanding and knowledge.
5.
Gives full attention to the customer. Demonstrates promptness and shows initiative in responding to customers.
6.
Routes call to the appropriate department for continued assistance as necessary.
7.
Troubleshoots patient concerns regarding orders, health information and assists in communication with other outside facilities through the electronic health record.
8.
Responsible for greeting patients professionally on the phone and driving a positive and personal patient customer service experience. Strong communication skills (verbal and written)
9.
Answer multi-line phones in a timely, professional manner
10.
Ensures correct patient identification of all information in the computer scheduling system
11.
Utilizing appropriate scheduling guidelines in patient interaction.
12.
Provide information to prospective or new patients regarding health center services, and protocol for enrolling as a new patient.
13.
Basic knowledge of programs/insurance & access/eligibility guidelines and applications
14.
Send messages to members of the care teams as necessary
15.
Record cancellations and re-schedules and document appropriately in the electronic health system.
16.
Captures and updates patient demographics and insurance information
17.
Treats all patients telephoning the CommuniCare+OLE's scheduling system with dignity and respect while maintaining privacy and confidentiality all times
18.
Document all appropriate information in electronic health record system
19.
Prompt follow-up of telephone encounters/recalls/appointment request.
20.
Performs other duties as assigned.

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