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Working As a Customer Care 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

  • $31,000

    Average Salary

What Does A Customer Care 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 Customer Care 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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Customer Care Representative Career Paths

Customer Care Representative
Certified Nursing Assistant Team Leader Assistant Manager
Branch Manager
6 Yearsyrs
Certified Nursing Assistant Team Leader Manager
Account Manager
5 Yearsyrs
Certified Nursing Assistant Team Leader Store Manager
District Manager
7 Yearsyrs
Service Representative Account Executive Account Manager
Senior Account Manager
7 Yearsyrs
Service Representative Account Executive Store Manager
District Sales Manager
7 Yearsyrs
Service Representative Account Executive Manager
Service Manager
6 Yearsyrs
Representative Specialist Consultant
Information Technology Manager
7 Yearsyrs
Representative Coordinator Consultant
Product Manager
6 Yearsyrs
Representative Consultant Office Manager
Business Office Manager
7 Yearsyrs
Technical Support Representative Systems Administrator Operations Manager
Center Manager
6 Yearsyrs
Specialist Sales Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Specialist Sales Specialist Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Home Health Aid Executive Assistant Account Manager
Client Services Manager
7 Yearsyrs
Home Health Aid Executive Assistant Customer Service Manager
Call Center Manager
6 Yearsyrs
Home Health Aid Executive Assistant Operations Manager
Manager, Assistant Vice President
7 Yearsyrs
Technical Support Specialist Administrator Branch Manager
Relationship Manager
6 Yearsyrs
Billing Specialist Human Resources Coordinator Customer Service Supervisor
Customer Care Supervisor
5 Yearsyrs
Member Service Representative Claim Processor Claims Representative
Senior Representative
5 Yearsyrs
Sales Person Wireless Consultant
Solution Specialist
5 Yearsyrs
Sales Person Senior Sales Representative Regional Accounts Manager
Customer Account Manager
5 Yearsyrs
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Average Length of Employment
Top Careers Before Customer Care Representative
Cashier 16.0%
Server 3.0%
Internship 2.7%
Manager 2.1%
Teller 1.8%
Supervisor 1.7%
Top Careers After Customer Care Representative
Cashier 10.7%
Server 2.8%
Specialist 2.2%
Manager 2.1%
Supervisor 2.0%

Do you work as a Customer Care Representative?

Average Yearly Salary
$31,000
Show Salaries
$23,000
Min 10%
$31,000
Median 50%
$31,000
Median 50%
$31,000
Median 50%
$31,000
Median 50%
$31,000
Median 50%
$31,000
Median 50%
$31,000
Median 50%
$41,000
Max 90%
Best Paying Company
Danaher
Highest Paying City
Fresno, CA
Highest Paying State
California
Avg Experience Level
1.8 years
How much does a Customer Care Representative make at top companies?
The national average salary for a Customer Care Representative in the United States is $31,072 per year or $15 per hour. Those in the bottom 10 percent make under $23,000 a year, and the top 10 percent make over $41,000.

Real Customer Care Representative Salaries

Job Title Company Location Start Date Salary
MDW Customer Care Representative(Software Developer/Applicat Currier, McCabe & Associates, Inc. Albany, NY Sep 10, 2015 $75,000
Customer Care Representative-Products Onboarding GEP Administrative Services Burbank, CA Sep 16, 2016 $65,000
Customer Care Representative Elsevier, Inc. Philadelphia, PA Apr 19, 2013 $46,634 -
$60,190
Customer Care Representative Elsevier, Inc. Philadelphia, PA Apr 19, 2010 $45,000 -
$65,000
Outbound Customer Care Representative Imagine Learning, Inc. Provo, UT Apr 25, 2011 $42,000
Outbound Customer Care Representative Imagine Learning, Inc. Provo, UT May 02, 2011 $42,000

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Top Skills for A Customer Care Representative

  1. Customer Service
  2. Customer Care
  3. Technical Support
You can check out examples of real life uses of top skills on resumes here:
  • Maintained accurate and complete documentation of all inquiries to continuously improve the customer service process and reduce potential legal concerns.
  • Promoted and supported member engagement opportunities such as Cooperative Month and Electric Safety Month Attending customer care training classes when instructed.
  • Provide operational management and support at Call Center level to ensure efficient and timely resolution of technical support issues.
  • Provide excellent customer service by answering incoming phone calls from customers and providing requested information and resolution to the question.
  • Handled customer inquiries and billing questions with a proven ability to manage a high-volume workload within a deadline-driven environment.

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Average Salary:

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Top 10 Best States for Customer Care Representatives

  1. Maine
  2. West Virginia
  3. Kentucky
  4. Wyoming
  5. Wisconsin
  6. Nevada
  7. Ohio
  8. Indiana
  9. New Hampshire
  10. Rhode Island
  • (586 jobs)
  • (578 jobs)
  • (1,211 jobs)
  • (185 jobs)
  • (1,552 jobs)
  • (719 jobs)
  • (3,789 jobs)
  • (1,961 jobs)
  • (680 jobs)
  • (316 jobs)

Customer Care Representative Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 45,316 Customer Care Representative resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Customer Care Representative Resume

View Resume Examples

Customer Care Representative Demographics

Gender

Female

61.9%

Male

27.3%

Unknown

10.9%
Ethnicity

White

61.8%

Hispanic or Latino

16.6%

Black or African American

11.9%

Asian

6.2%

Unknown

3.4%
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Foreign Languages Spoken

Spanish

73.1%

French

9.2%

German

2.8%

Portuguese

2.7%

Arabic

1.7%

Italian

1.5%

Japanese

1.4%

Russian

0.9%

Hindi

0.9%

Chinese

0.9%

Mandarin

0.7%

Carrier

0.7%

Hmong

0.6%

Korean

0.4%

Bosnian

0.4%

Urdu

0.4%

Croatian

0.4%

Dakota

0.4%

Swahili

0.3%

Swedish

0.3%
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Customer Care Representative Education

Schools

University of Phoenix

31.1%

Strayer University

7.1%

Kaplan University

6.3%

Ashford University

5.3%

Tennessee State University

3.7%

Houston Community College

3.6%

The Academy

3.6%

American InterContinental University

3.6%

Southern New Hampshire University

3.4%

Liberty University

3.3%

Jackson State University

3.3%

Middle Tennessee State University

3.3%

University of North Carolina at Greensboro

3.2%

Wake Technical Community College

3.1%

Arkansas Tech University

2.9%

Everest Institute

2.8%

Grand Canyon University

2.8%

Valencia College

2.7%

Arizona State University

2.5%

Itawamba Community College

2.3%
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Majors

Business

28.6%

Health Care Administration

7.3%

Psychology

6.2%

Criminal Justice

6.0%

Medical Assisting Services

5.5%

Nursing

4.9%

General Studies

4.9%

Accounting

4.8%

Communication

4.7%

Management

3.2%

Computer Science

3.0%

Liberal Arts

2.8%

Marketing

2.8%

Education

2.4%

English

2.4%

Human Resources Management

2.3%

Information Technology

2.3%

Computer Information Systems

2.3%

Cosmetology

1.8%

Legal Support Services

1.7%
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Degrees

Other

34.7%

Bachelors

32.4%

Associate

17.5%

Masters

6.1%

Certificate

5.7%

Diploma

2.8%

License

0.6%

Doctorate

0.3%
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