What are the duties and responsibilities of a customer service representative?

Here is a list of the most common duties of a customer service representative:

• Listening and responding to complaints

• Canceling or upgrading customer accounts

• Attempting to dissuade customers from canceling their service or account

• Providing information about the company and its products

• Assisting customers with order placement, refunds, exchanges, or delivery options

• Collecting customer contact and payment information

• Addressing billing questions and concerns

• Answering questions about warranties or terms and conditions of a sale or product

• Handling issues surrounding product recalls

• Assisting customers when a product or service does not work as expected

• Offering products, services, or upgrades in a sales capacity

• Generating reports for management

• Identifying and evaluating complex or high-priority cases for resolution

• Verifying, correcting, and updating account information

Here are a few qualities to look for in the position or company before your start to help better understand what your duties and role will be as a customer service representative.

• Will they provide training?

• Do they have clear procedures?

• Do they ask you to use your judgment or to follow a set of rules with no exceptions?

• Will you work well with the people on your team?

• Does this position offer a strong career path?

• What is the turnover in the department?

• How important are the services to the company's mission and values?

• Is there anyone there who could serve in a mentorship role?