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Service Center Inbound Calls Jobs in Rochester, NY

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Service Center Inbound Calls information

See Rochester, NY salary details

$9

$16

$25

How much do service center inbound calls jobs pay per hour?

As of Sep 1, 2026, the average hourly pay for service center inbound calls in Rochester, NY is $16.35, according to ZipRecruiter salary data. Most workers in this role earn between $14.23 and $18.03 per hour, depending on experience, location, and employer.

What is a service center inbound calls representative?

Service Center Inbound Calls refer to telephone calls received by a customer service center from clients or customers seeking assistance. Agents handling inbound calls typically help with inquiries, technical support, order processing, billing questions, or resolving issues. These calls are essential for maintaining customer satisfaction and ensuring that concerns are addressed promptly. The primary goal is to provide accurate information and effective solutions to callers' needs.

What are the key skills and qualifications needed to thrive as a service center inbound calls representative?

To thrive as a Service Center Inbound Calls representative, you need strong verbal communication, active listening, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and ticketing platforms is commonly required. Patience, professionalism, and a customer-focused attitude help individuals excel in managing diverse inquiries and resolving issues efficiently. These skills and qualities are crucial for delivering high-quality customer service and maintaining client satisfaction in a fast-paced environment.

What are some common challenges faced by service center inbound calls representatives, and how can they be managed?

Service Center Inbound Calls representatives often encounter high call volumes, handling a wide range of customer issues, and managing difficult or upset callers. Time management and maintaining composure under pressure are essential to ensure all customer inquiries are resolved efficiently and professionally. Many organizations provide ongoing training, support from supervisors, and knowledge bases to help representatives navigate challenges and deliver positive customer experiences. Building strong communication and problem-solving skills can also make daily tasks more manageable and rewarding.

What is the difference between Service Center Inbound Calls vs Customer Service Representative?

AspectService Center Inbound CallsCustomer Service Representative
Primary RoleHandle inbound calls related to technical support, product inquiries, or service issuesAssist customers with inquiries, complaints, and account information across various industries
Work EnvironmentCall centers, technical support centers, or customer service departmentsCall centers, retail, or office settings
Required SkillsCommunication, problem-solving, technical knowledgeCommunication, problem-solving, interpersonal skills
Common CertificationsCustomer service certifications, technical support trainingCustomer service certifications, communication skills training

Both roles involve assisting customers via phone, but Service Center Inbound Calls typically focus on technical or product-specific support, while Customer Service Representatives handle a broader range of customer inquiries across various industries.

What cities near Rochester, NY are hiring for Service Center Inbound Calls jobs?

Cities near Rochester, NY with the most Service Center Inbound Calls job openings:

Service Center Inbound Calls jobs near you
Infographic showing various Service Center Inbound Calls job openings in Rochester, NY as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 20% Part Time, and 2% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $34,002 per year, or $16.3 per hour.

Call Center Representative II

University of Rochester

Rochester, NY • On-site

$19.72 - $26.62/hr

Full-time

Re-posted 15 days ago

University Of Rochester rating

8.3

Company rating: 8.3 out of 10

Based on 188 frontline employees who took The Breakroom Quiz

127th of 627 rated colleges and universities

Job description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.
Job Location (Full Address):
601 Elmwood Ave, Rochester, New York, United States of America, 14642
Opening:
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
500281 Therapy Support Services
Work Shift:
UR - Day (United States of America)
Range:
UR URCC 204 H
Compensation Range:
$19.72 - $26.62
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Responsibilities:
Provides communication support services including general clerical, general information, wayfinding, technical support, provider/service referral, patient registration, and scheduling services to the patients of the University of Rochester Medical Center and its affiliates on behalf of the physicians and medical providers associated with the University. Involves the collecting, assessing, submitting, processing and updating of sensitive and confidential information, resolves patient access issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols.
JOB DUTIES AND RESPONSIBILITIES:
  • Answers large volume of inbound inquiries by phone, email and other electronic interfaces.
  • Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support.
  • Ensures appropriate use and distribution of Electronic Medical Record information.
  • During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
  • Assesses the urgency of the situation and determines the appropriate action or referral source.
  • Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.
  • Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for many University Medical Center departments and affiliate organizations.
  • Determines when situations warrant contacting Administrators, on call physicians, Security, or Public Relations.
  • Researches, resolves and documents non-routine paging issues which have impacted or delayed patient care.
  • As required, performs disaster protocols.
  • Resolves inquiries efficiently and escalates appropriately so all calls are resolved/documented.
  • Anticipates, prioritizes and maintains a balance between inbound and outbound activity as well as other clerical and/or administrative activities.
  • Independently initiates outbound communications following prescribed protocol and standard operating procedures in order to achieve and maintain optimal patient access targets and organizational goals/standards.
  • This may include, but is not limited to making routine appointments, managing wait/recall lists and communications regarding event cancellations, changes and updates.
  • Monitors appointment schedules, systems, and resources.
  • Provides feedback and suggestions for the purpose of achieving, monitoring and maintaining efficiency, reducing cost, and reducing waste.
  • Alerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure highest quality and quantity of service is provided at all times.
  • Based on general knowledge of UR Medicine branding standards and entity protocol, responds to inquiries and provides information for patients, physicians, vendors and customers of Strong Memorial Hospital, Highland Hospital, University of Rochester Medical Center affiliate institutions, UR Medical Faculty Group, individual departments, persons or programs in order to answer inquiries and connect callers.
  • Keeps abreast regulations, compliance requirements and applies best practices.
  • Is aware of and avoids issues downstream related to scheduling, initial registration and billing.
  • Attends and contributes to meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity.

Other duties as assigned.
QUALIFICATIONS:
  • High School Diploma required.
  • 1 year of customer service experience required.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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