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Call Center Agent II


Positions communicate with clients, members, or subscribers in a high-volume call center setting. Primary responsibilities are to answer incoming phone calls, respond to inquiries and concerns, and oversee junior staff.

Examples of Work

Job functions are specific duties that would be included in the essential functions of the job description. These functions are not all-inclusive nor do they cover the full extent of the duties performed.

• Answers incoming phone calls from clients, members, subscribers, or the public. Responds to questions directly within the scope of the position. Routes calls to the appropriate person if necessary.
• Counsels clients or other callers who are upset or have urgent concerns.
• Ensures callers have been provided all necessary paperwork and instructions.
• Solicits information necessary to respond appropriately or route caller.
• Performs look-ups or extracts records from information system or other files.
• Offers assistance to clients whenever possible.
• Educates callers about available services, products or benefits.
• Oversees service schedules. Ensures estimates and other information given to public are current.
• Oversees junior staff and assists in training. Ensure team members are following up on their tasks.

Education and Experience

Associate’s degree; or a high school diploma or equivalent and two years of relevant experience. Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.

Licensure and Certification



This position does not typically include supervisory responsibility.


To see common career pathways for each position at the University of Florida please visit the Career Paths section of the UFHR website.