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Become A Customer Care Representative

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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

  • $37,190

    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 Jobs

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Help others decide if this is a good career for them

Average Length of Employment
Top Employers Before
Cashier 13.2%
Teller 4.5%
Internship 3.1%
Server 2.8%
Manager 2.3%
Waitress 1.8%
Supervisor 1.7%
Top Employers After
Cashier 7.5%
Teller 4.4%
Specialist 2.4%
Server 2.2%
Supervisor 2.2%
Manager 2.2%

Do you work as a Customer Care Representative?

Customer Care Representative Demographics

Gender

Female

68.2%

Male

29.3%

Unknown

2.5%
Ethnicity

White

61.9%

Hispanic or Latino

16.4%

Black or African American

11.7%

Asian

6.4%

Unknown

3.6%
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Languages Spoken

Spanish

71.8%

French

9.6%

Portuguese

3.1%

German

2.9%

Japanese

1.5%

Italian

1.4%

Arabic

1.2%

Hindi

1.0%

Chinese

1.0%

Carrier

0.9%

Russian

0.8%

Hmong

0.6%

Mandarin

0.6%

Dakota

0.6%

Bosnian

0.5%

Filipino

0.5%

Urdu

0.5%

Tagalog

0.5%

Swahili

0.4%

Vietnamese

0.4%
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Customer Care Representative Education

Schools

University of Phoenix

28.0%

Strayer University

6.1%

Kaplan University

5.1%

Arkansas Tech University

4.9%

Tennessee State University

4.9%

Southern New Hampshire University

4.7%

Ashford University

4.7%

Wake Technical Community College

4.4%

Liberty University

4.4%

Middle Tennessee State University

4.3%

American InterContinental University

3.8%

Jackson State University

3.6%

Hinds Community College

3.4%

Grand Canyon University

3.2%

Itawamba Community College

2.6%

Ivy Tech Community College of Indiana

2.5%

Houston Community College

2.5%

Monroe Community College

2.5%

University of North Carolina at Greensboro

2.4%

Valencia College

2.3%
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Majors

Business

28.2%

Health Care Administration

6.9%

Psychology

6.7%

Criminal Justice

5.9%

Accounting

4.9%

General Studies

4.9%

Nursing

4.9%

Communication

4.8%

Medical Assisting Services

4.5%

Management

3.4%

Computer Science

3.3%

Marketing

2.9%

Liberal Arts

2.9%

Computer Information Systems

2.6%

Human Resources Management

2.5%

English

2.5%

Education

2.4%

Information Technology

2.3%

Pharmacy

1.8%

Political Science

1.8%
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Degrees

Other

36.0%

Bachelors

32.7%

Associate

16.1%

Masters

6.6%

Certificate

5.6%

Diploma

2.2%

License

0.5%

Doctorate

0.4%
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Full Time
Part Time
Internship
Temporary

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 May 02, 2011 $42,000
Outbound Customer Care Representative Imagine Learning, Inc. Provo, UT Apr 25, 2011 $42,000

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Top Skills for A Customer Care Representative

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  1. Customer Service
  2. Technical Support
  3. Customer Care
You can check out examples of real life uses of top skills on resumes here:
  • Answered customer service related questions and negotiate payment arrangements on delinquent accounts.
  • Provided excellence in customer service, billing, security verification, technical support and account resolution.
  • Submit process improvement suggestions to management to assist in improving efficiency in the customer care department.
  • Answered customer phone calls and navigated various proprietary software to identify customers and address their concerns.
  • Provide one-stop solutions for customer concerns involving billing issues, and troubleshooting equipment.

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Top Customer Care Representative Employers

Jobs From Top Customer Care Representative Employers

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