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Become A Consumer Service Representative

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Working As A Consumer 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

  • $33,000

    Average Salary

What Does A Consumer 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 A Consumer 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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Consumer Service Representative Jobs

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Consumer Service Representative Career Paths

Consumer Service Representative
Service Representative Account Executive
Account Manager
5 Yearsyrs
Service Representative Account Executive Account Manager
Senior Account Manager
7 Yearsyrs
Service Representative Account Executive Sales Manager
Regional Sales Manager
9 Yearsyrs
Representative Specialist Consultant
Sales Manager
5 Yearsyrs
Representative Coordinator Consultant
Product Manager
6 Yearsyrs
Representative Consultant Office Manager
Business Manager
6 Yearsyrs
Certified Nursing Assistant Team Leader Store Manager
District Sales Manager
7 Yearsyrs
Certified Nursing Assistant Team Leader Office Manager
Business Office Manager
7 Yearsyrs
Certified Nursing Assistant Team Leader Assistant Manager
Warehouse Manager
5 Yearsyrs
Substitute Teacher Executive Assistant Office Manager
Administrative Manager
6 Yearsyrs
Substitute Teacher Executive Assistant Assistant Manager
Center Manager
6 Yearsyrs
Substitute Teacher Executive Assistant Account Manager
Sales Account Manager
6 Yearsyrs
Account Representative Specialist Sales Specialist
Territory Manager
7 Yearsyrs
Account Representative Analyst Assistant Manager
Site Manager
7 Yearsyrs
Account Representative Analyst Account Manager
Sales And Marketing Manager
6 Yearsyrs
Technical Support Technician Field Service Technician Operations Manager
Client Services Manager
7 Yearsyrs
Technical Support Technician Systems Administrator Operations Manager
Manager, Assistant Vice President
7 Yearsyrs
Technical Support Technician Specialist Credit Analyst
Relationship Manager
6 Yearsyrs
Collections Representative Accounts Receivable Specialist Customer Service Supervisor
Call Center Manager
6 Yearsyrs
Collections Representative Billing Specialist Claims Representative
Senior Representative
5 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Service Specialist 2.7 years
Representative 2.2 years
Top Careers Before Consumer Service Representative
Cashier 14.2%
Internship 3.1%
Server 2.6%
Teller 2.2%
Associate 2.0%
Supervisor 1.8%
Top Careers After Consumer Service Representative
Cashier 9.7%
Manager 3.2%
Supervisor 2.9%
Volunteer 2.3%
Consultant 2.3%

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Top Skills for A Consumer Service Representative

  1. Consumer Service
  2. Customer Service
  3. Product Information
You can check out examples of real life uses of top skills on resumes here:
  • Cross-trained and provided back-up for other consumer service representatives when needed.
  • Navigate several computer windows during consumer conversation to provide quick and efficient customer service.
  • Explained the company warranty policy, replacement and product information.
  • Answered telephone calls from customers to address questions regarding setup, use, replacement part, and warranty exchanges and returns.
  • Provide customer application and technical support.

Consumer Service Representative Demographics

Gender

Female

57.9%

Male

30.6%

Unknown

11.6%
Ethnicity

White

64.0%

Hispanic or Latino

15.1%

Black or African American

10.5%

Asian

6.9%

Unknown

3.4%
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Foreign Languages Spoken

Spanish

67.7%

French

19.4%

Russian

6.5%

Portuguese

6.5%
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Consumer Service Representative Education

Schools

University of Phoenix

19.8%

Pima Community College

7.6%

University of Washington

7.6%

Southern New Hampshire University

6.1%

Ashford University

4.6%

Bellevue College

4.6%

Full Sail University

4.6%

Bergen Community College

4.6%

Illinois State University

3.8%

Central Washington University

3.8%

Kaplan University

3.8%

Capella University

3.8%

University of Wisconsin - Oshkosh

3.8%

University of North Carolina at Greensboro

3.1%

Ohio State University

3.1%

Miami Dade College

3.1%

Johnson C Smith University

3.1%

Fullerton College

3.1%

University of Arizona

3.1%

University of North Carolina at Charlotte

3.1%
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Majors

Business

29.6%

Criminal Justice

7.4%

Psychology

7.0%

Health Care Administration

5.3%

Medical Assisting Services

5.1%

Accounting

5.1%

Marketing

4.5%

Communication

4.3%

General Studies

4.1%

English

3.6%

Nursing

3.4%

Liberal Arts

3.1%

Finance

2.9%

Computer Science

2.6%

Management

2.2%

General Education, Specific Areas

2.2%

Computer Information Systems

2.2%

Education

1.9%

Medical Technician

1.7%

Graphic Design

1.7%
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Degrees

Bachelors

35.9%

Other

30.7%

Associate

16.0%

Masters

8.2%

Certificate

5.5%

Diploma

2.8%

Doctorate

0.7%

License

0.2%
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Top Consumer Service Representative Employers

Jobs From Top Consumer Service Representative Employers

Consumer Service Representative Videos

NCUA: Day in the Life of a Credit Union Examiner

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