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Become A Customer Agent

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Working As A Customer Agent

  • 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 A Customer Agent 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 Customer Agent

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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Customer Agent jobs

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Customer Agent Career Paths

Customer Agent
Senior Agent Branch Manager General Manager
Account Manager
5 Yearsyrs
Senior Agent Import Coordinator Logistics Coordinator
Branch Manager
6 Yearsyrs
Data Entry Clerk Home Health Aid Call Center Representative
Call Center Manager
6 Yearsyrs
Driver Dispatcher Operations Manager
Chief Operating Officer
11 Yearsyrs
Customer Care Representative Specialist Account Manager
Director Of Sales
10 Yearsyrs
Operations Agent Operations Manager General Manager
District Manager
7 Yearsyrs
Customer Care Supervisor Operations Manager Account Executive
District Sales Manager
7 Yearsyrs
Service Representative Account Executive Sales Manager
General Manager
7 Yearsyrs
Customer Care Agent Customer Care Representative Technical Support Specialist
Information Technology Manager
8 Yearsyrs
Operations Agent Operation Supervisor Operations Manager
Operations Director
9 Yearsyrs
Service Agent Security Officer Technician
Operations Manager
7 Yearsyrs
Technical Support Agent Technical Support Specialist Business Analyst
Product Manager
7 Yearsyrs
Service Agent Driver Instructor
Program Manager
8 Yearsyrs
Customer Care Agent Security Officer Account Manager
Sales Account Manager
6 Yearsyrs
Data Entry Clerk Service Representative Account Executive
Sales And Marketing Manager
6 Yearsyrs
Service Representative Account Manager Account Executive
Sales Manager
5 Yearsyrs
Customer Care Supervisor Customer Care Manager Operations Manager
Senior Account Manager
7 Yearsyrs
Technical Support Agent Technical Support Technician Information Technology Manager
Senior Manager
10 Yearsyrs
Customer Care Representative Technical Support Representative Systems Administrator
Senior Project Manager
12 Yearsyrs
Driver Delivery Driver Operations Manager
Territory Manager
7 Yearsyrs
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Average Length of Employment
Customer Liaison 3.1 years
Front Line Agent 2.3 years
Representative 2.1 years
Agent 2.1 years
Reservations Agent 2.0 years
Service Agent 2.0 years
Customer Agent 2.0 years
Customer Advisor 1.9 years
Support Agent 1.9 years
Customer Assistant 1.9 years
Career Agent 1.9 years
Customer Associate 1.8 years
Billing Agent 1.7 years
Home Agent 1.7 years
Contact Agent 1.4 years
Call Center Agent 1.3 years
Phone Agent 1.2 years
Call Agent 1.0 years
Top Employers Before
Cashier 10.2%
Internship 3.4%
Agent 3.3%
Specialist 3.0%
Server 2.9%
Supervisor 2.4%
Manager 2.1%
Top Employers After
Agent 5.6%
Cashier 5.6%
Manager 4.4%
Specialist 3.5%
Associate 2.4%
Supervisor 2.3%

Customer Agent Demographics

Gender

Female

57.6%

Male

39.7%

Unknown

2.7%
Ethnicity

White

78.7%

Hispanic or Latino

11.9%

Asian

7.1%

Unknown

1.7%

Black or African American

0.6%
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Languages Spoken

Spanish

50.0%

French

12.8%

German

5.8%

Italian

4.7%

Russian

3.5%

Chinese

3.5%

Mandarin

2.3%

Tagalog

2.3%

Polish

2.3%

Swedish

1.2%

Sami

1.2%

Korean

1.2%

Igbo

1.2%

Yoruba

1.2%

Tigrinya

1.2%

Greek

1.2%

Hausa

1.2%

Portuguese

1.2%

Japanese

1.2%

Belarusian

1.2%
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Customer Agent Education

Schools

University of Phoenix

20.2%

University of Central Arkansas

6.7%

Bellevue University

6.2%

Metropolitan Community College

5.2%

Hinds Community College

4.7%

Mesa Community College - Boswell

4.7%

Arizona State University

4.7%

Salt Lake Community College

4.7%

University of Southern Mississippi

4.7%

Utah Valley University

4.7%

Southern New Hampshire University

4.7%

Strayer University

4.1%

University of Nebraska at Omaha

3.6%

Ashford University

3.6%

Wilkes Community College

3.1%

Hawkeye Community College

3.1%

The Community College of Baltimore County

3.1%

Kaplan University

3.1%

Anne Arundel Community College

2.6%

University of Memphis

2.6%
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Majors

Business

30.7%

Psychology

7.9%

Communication

6.5%

Criminal Justice

6.0%

General Studies

5.2%

Health Care Administration

5.2%

Accounting

4.5%

Computer Science

4.2%

Medical Assisting Services

3.3%

Information Technology

3.0%

English

2.7%

Marketing

2.7%

Nursing

2.6%

Liberal Arts

2.3%

Human Resources Management

2.3%

Computer Information Systems

2.3%

Social Work

2.2%

Education

2.2%

Management

2.2%

Finance

2.2%
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Degrees

Bachelors

35.9%

Other

34.4%

Associate

13.7%

Masters

7.9%

Certificate

5.1%

Diploma

2.2%

License

0.4%

Doctorate

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Customer Agent

CustomerServiceSkillsEmailInboundPhoneCallsDataEntryCustomerIssuesCustomerSatisfactionMotorVehicleLawsTechnicalSupportInternetPaypalComplianceAdditionalCustomerInquiriesCustomerAccountsTroubleshootSafetyOutboundCallsCustomerComplaintsCreditCardPaymentsCustomerInformation

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Top Customer Agent Skills

  1. Customer Service Skills
  2. Email
  3. Inbound Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Utilized customer service skills to achieve customer satisfaction while handling escalations to resolve maintenance issues.
  • Answer phone calls, emails, from customers and work to resolve their queries in real time.
  • Received inbound phone calls to set up reservations for guests.
  • Performed data entry, communications and ability to understand customer needs.
  • Communicated and understood customer issues related to their transportation services.

Top Customer Agent Employers

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