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Senior Call Center Representative Jobs in Santa Rosa, CA

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Senior Call Center Representative information

See Santa Rosa, CA salary details

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$38

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

As of Aug 22, 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/Customer Service Representative 1

Recology

Santa Rosa, CA • On-site

$17 - $21.75/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 13 days ago

Recology rating

7.5

Company rating: 7.5 out of 10

Based on 26 frontline employees who took The Breakroom Quiz

26th of 91 rated recycling and waste

Job description

City:
Santa Rosa
Location:
1181 - Recology Sonoma - Marin
Subsidiary Name:
Recology Sonoma Marin
THE ROLE OF CUSTOMER SERVICE REPRESENTATIVE
Under close supervision, provides efficient and courteous customer service by telephone and/or personal contact for issues that are routine or straightforward in nature.
Shift: Monday-Friday 9:30am-6pm
ESSENTIAL RESPONSIBILITIES INCLUDE, AND ARE NOT LIMITED TO:
  • Answers telephone or greets customers at counter.
  • Provides information about collections, rates, billing, and account status promptly and correctly.
  • Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
  • Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties.
  • Expedites communications and services between customers and co-workers verbally or through written communications to coordinate services, records, and account status.
  • Participates in training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.
  • Handles special calls including escrow, bankruptcies, delinquent accounts by telephone contact and monitoring delinquent accounts to point of resolution, as appropriate.

QUALIFICATIONS
Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:
  • Six months related experience and/or training.
  • Computer programs, including Microsoft Office suite of applications.
  • High school diploma or GED required.
  • Bachelor's degree preferred.

Skill and/or Ability to:
  • Promotes the WASTE ZERO philosophy by making the best and highest use of all resources as well as finding ways to use waste products in ways that benefit the environment.
  • Develops strategies to effectively manage current and future challenges and opportunities; develops recommendations and actionable plans.
  • Defines issues and focus on achieving workable solutions; generates innovative ideas to develop or improve existing systems.
  • Demonstrates ability to use computers and technology capabilities.
  • Demonstrates strong proficiency and knowledge in area(s) of expertise as well as company business and proficiency in strategic and financial processes.
  • Communicates well both verbally and in writing; listens to and understands various viewpoints; shares relevant information timely; provides constructive feedback; maintains professionalism.
  • Presents ideas effectively to individuals or groups and delivers presentations suited to the characteristics and needs of the audience.
  • Effectively and productively engages with others and establishes trust, credibility, and confidence.
  • Promotes collaboration and assists others with their initiatives and efforts.
  • Motivates and empowers others to achieve objectives and to develop a culture where employees feel ownership in what they do.
  • Attracts, develops and retains good people; allows opportunities for self and others to reach their full potential; builds and shares knowledge and expertise.
  • Listens to and builds customer relationships; increases customer satisfaction and ensures commitments are met.

RECOLOGY OFFERS:
  • An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.
  • The largest employee owned resource recovery company in the industry with terrific benefits to help you prosper.
  • A creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.
  • An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R's: Reduce, Re-use, Recycle, and Recologize.
  • Distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

RECOLOGY BENEFITS MAY INCLUDE:
  • Paid time off and paid holidays.
  • Health and wellness benefits including medical, dental, and vision.
  • Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
  • Annual wellness incentives.
  • Employee Assistance Program (EAP).
  • Educational assistance.
  • Commuting benefits.
  • Employee referral program.

SUPPLEMENTAL INFORMATION
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.
Recology is an equal opportunity employer committed to supporting an inclusive work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.
This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.

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