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Senior Call Center Representative Jobs in Springfield, MA

Global Channel Management

Call Center

East Hartford, CT · On-site

$16 - $19.75/hr

Call Center East Hartford, CT, United States $ 17.00 - 18.00 (US Dollar) Sr Call Center needs 6 months minimum experience in call center/dispatcher experience Sr Call Center requires: Must have a ...

MMC Group

Sr. Call Center CSR

East Hartford, CT · On-site

$21/hr

Senior Call Center Customer Service Representative | Sr. Call Center CSR Openings: 5 Location: Onsite Pay: $21.00 per hour Schedule: Monday through Friday, 8:00 AM to 4:30 PM Weekends Off! Are you ...

MMC Group

Call Center Representative

East Hartford, CT · On-site

$19.94/hr

If you're a great listener, enjoy helping others, and thrive in a fast-paced call center environment, we'd love to meet you! What You'll Do As a Customer Service Representative, you'll play an ...

MMC Group LP

Be Seen First

Call Center Representative Needed ASAP!!!

East Hartford, CT · On-site

$19.94/hr

If you're a great listener, enjoy helping others, and thrive in a fast-paced call center environment, we'd love to meet you! What You'll Do As a Customer Service Representative, you'll play an ...

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Senior Call Center Representative information

See Springfield, MA salary details

$12

$22

$34

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

As of Aug 8, 2026, the average hourly pay for senior call center representative in Springfield, MA is $22.99, according to ZipRecruiter salary data. Most workers in this role earn between $18.46 and $25.38 per hour, depending on experience, location, and employer.

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 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 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 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 most commonly searched types of Call Center Representative jobs in Springfield, MA? The most popular types of Call Center Representative jobs in Springfield, MA are:
What are popular job titles related to Senior Call Center Representative jobs in Springfield, MA? For Senior Call Center Representative jobs in Springfield, MA, the most frequently searched job titles are:
What job categories do people searching Senior Call Center Representative jobs in Springfield, MA look for? The top searched job categories for Senior Call Center Representative jobs in Springfield, MA are:
What cities near Springfield, MA are hiring for Senior Call Center Representative jobs? Cities near Springfield, MA 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 Springfield, MA 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 $47,826 per year, or $23 per hour.

Call Center

Global Channel Management

East Hartford, CT • On-site

$16 - $19.75/hr

Other

Re-posted 9 days ago

Job description

Call Center

East Hartford, CT, United States

$ 17.00 - 18.00 (US Dollar)

Sr Call Center needs 6 months minimum experience in call center/dispatcher experience

Sr Call Center requires:

Must have a High School Diploma, or equivalent; six months minimum experience in call center/dispatcher experience

In lieu of an Associate degree without call center experience

Must be able to pass 27-30 wpm typing test.

Must be able to pass a customer service assessment

Must be able to successfully pass a criminal background check and drug test.

Sr Call Center duties:

Provide one-to-one telephone contact with consumers and providers.

Assist with password resets.

Accurately respond to incoming calls received by the call center.

Accurately document all interactions with consumers.

Properly forward calls to Call Center Leadership or other CT agencies per procedures.

Provide clear, complete, accurate and objective information based on full understanding of program requirements.

Log calls into call tracking system; note trends in consumer questions and concerns, report and recommend measures to improve customer service.

Work with consumers in difficult situations.

Handle and data enter complaints in accordance with approved policies and procedures.

Meet and exceed daily standards for calls answered, customer service, and quality.

Global Channel Management logo

About Global Channel Management

Sourced by ZipRecruiter

Global Channel Management is a technology company that specializes in various types of recruiting and staff augmentation. Global Channel Management understands the challenges companies face when it comes to the skills and experience needed to fill the void of the day to day function. Organizations need to reduce training and labor costs but at the same time requiring the best talent for the job. GCM's Ownership and Management teams have extensive Staffing, Recruiting, HR and Executive Leadership knowledge, Experience and Expertise. Our Understanding and Commitment to our Client's Satisfaction are key reasons GCM has been successful in establishing long term relationships.

Industry

Recruiting and staffing services

Company size

11 - 50 Employees

Headquarters location

Austell, GA, US

Year founded

2009

Social media

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