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Become An Associate Customer Service Representative

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Working As An Associate Customer Service Representative

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $31,720

    Average Salary

What Does An Associate Customer Service Representative Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become An Associate Customer Service Representative

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Associate Customer Service Representative jobs

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Associate Customer Service Representative Career Paths

Associate Customer Service Representative
Hostess Office Manager
Account Manager
5 Yearsyrs
Warehouse Associate Warehouse Manager Office Manager
Administrative Manager
6 Yearsyrs
Warehouse Associate Security Officer Night Auditor
Assistant General Manager
5 Yearsyrs
Security Officer Technician Service Advisor
Assistant Service Manager
6 Yearsyrs
Account Executive Sales Manager
Branch Manager
6 Yearsyrs
Account Executive Office Manager
Business Manager
7 Yearsyrs
General Manager Driver Call Center Representative
Call Center Manager
6 Yearsyrs
Medical Assistant Instructor General Manager
Center Manager
6 Yearsyrs
Delivery Driver Sales Consultant Regional Accounts Manager
Customer Account Manager
5 Yearsyrs
Medical Assistant Service Representative Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Delivery Driver Service Writer Assistant Service Manager
Customer Relations Manager
5 Yearsyrs
Office Manager Operations Manager
General Manager
7 Yearsyrs
Security Officer Account Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Home Health Aid Patient Care Technician Medical Assistant
Office Manager
5 Yearsyrs
Hostess Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Office Manager Account Manager Account Executive
Sales Manager
5 Yearsyrs
General Manager Sales Consultant Senior Sales Representative
Senior Representative
5 Yearsyrs
Home Health Aid Security Officer Technician
Service Manager
7 Yearsyrs
Billing Specialist Specialist Operations Manager
Site Manager
7 Yearsyrs
Billing Specialist Home Health Aid Warehouse Associate
Warehouse Manager
5 Yearsyrs
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Associate Customer Service Representative Demographics

Gender

  • Female

    66.8%
  • Male

    31.3%
  • Unknown

    1.9%

Ethnicity

  • White

    76.8%
  • Hispanic or Latino

    13.8%
  • Asian

    7.1%
  • Unknown

    1.6%
  • Black or African American

    0.7%
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Languages Spoken

  • Spanish

    61.2%
  • French

    5.6%
  • Italian

    4.5%
  • Mandarin

    3.4%
  • Russian

    2.8%
  • Portuguese

    2.8%
  • Cantonese

    2.2%
  • German

    2.2%
  • Urdu

    2.2%
  • Hindi

    2.2%
  • Cheyenne

    1.7%
  • Chinese

    1.7%
  • Vietnamese

    1.1%
  • Dutch

    1.1%
  • Bosnian

    1.1%
  • Thai

    1.1%
  • Arabic

    1.1%
  • Swahili

    0.6%
  • Korean

    0.6%
  • Bulgarian

    0.6%
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Associate Customer Service Representative

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Associate Customer Service Representative Education

Associate Customer Service Representative

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Top Skills for An Associate Customer Service Representative

NewMerchandiseCreditCardTransactionsSalesFloorPhoneCallsEnsureCustomerSatisfactionDataEntryMonthlySalesGoalsCustomerComplaintsCustomerInquiriesProductKnowledgeCustomerServiceSkillsPOSInboundCallsCommunicationSkillsInventoryControlInternetAssociate/CustomerSalesTransactionsCustomerQuestionsSpecialOrders

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Top Associate Customer Service Representative Skills

  1. New Merchandise
  2. Credit Card Transactions
  3. Sales Floor
You can check out examples of real life uses of top skills on resumes here:
  • Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
  • Handled all cash and credit card transactions in store environment.
  • Ensured that the sales floor was stocked at all times, and communicated greatly with other staff employees.
  • Facilitated training for promotional phone calls resulting in one of the highest numbers of calls made in a branch.
  • Followed one call resolution model to ensure customer satisfaction.

Top Associate Customer Service Representative Employers

Associate Customer Service Representative Videos

A Day in the Life: Call Center Agent

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