A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.

Customer Care Representative Responsibilities

Here are examples of responsibilities from real customer care representative resumes representing typical tasks they are likely to perform in their roles.

  • Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
  • Answer incoming calls from clients, ATP's, therapists, and medical offices.
  • Maintain schedules for multiples ATP's and technicians to assist clients with scheduling therapy evaluations, and delivery of equipment.
  • Design a web-base CRM tool integrate with many other systems to provide technicians one-page panel the most relevant information and actions.
  • Navigate windows environment and comprehend technical information.
  • Used multiple navigation windows while changing account information and processing orders.
  • Maintain customers contact activity in CRM and perform monthly analysis of customer special projects.
  • Direct interaction with Medicare and Medicaid representatives and other health insurance providers; resolving complex claims issues.
  • Research each customer account to determine proper call routing, Medicare qualifications and properly update customer file information.
  • Brief passengers according to company and FAA requirements in reference to immigration and passport laws and requirements on international trips.
Customer Care Representative Traits
Communication skills shows that you are able to relay your thoughts, opinions and ideas clearly to those around you.
Computer skills involves understanding how to operate a computer, as well as computer programs and applications.
Customer-service skills involve listening skills that allow you to communicate efficiently and respectfully with a customer.

Customer Care Representative Job Description

Between the years 2018 and 2028, customer care representative jobs are expected to undergo a growth rate described as "decline" at -2%, according to the Bureau of Labor Statistics. So if the thought "should I become a customer care representative?" Has crossed your mind, maybe you should take the growth rate into account. In addition, the number of customer care representative opportunities that are projected to become available by 2028 is -51,600.

A customer care representative annual salary averages $30,596, which breaks down to $14.71 an hour. However, customer care representatives can earn anywhere from upwards of $24,000 to $37,000 a year. This means that the top-earning customer care representatives make $13,000 more than the lowest-earning ones.

It's hard work to become a customer care representative, but even the most dedicated employees consider switching careers from time to time. Whether you're interested in a more challenging position or just looking for a fresh start, we've compiled extensive information on becoming a customer relations coordinator, customer associate, customer agent, and customer service expert.

Customer Care Representative Jobs You Might Like

Customer Care Representative Resume Examples

Customer Care Representative Skills and Personality Traits

We calculated that 18% of Customer Care Representatives are proficient in Customer Care, Customer Service, and Communication. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.

We break down the percentage of Customer Care Representatives that have these skills listed on their resume here:

  • Customer Care, 18%

    Contributed to customer care staff training, supervised temporary personnel and mentored new representatives; provided performance feedback to management team.

  • Customer Service, 13%

    Scheduled package pickups by entering geographical information into computer system while managing call handle time and showing excellent customer service skills.

  • Communication, 10%

    Provided exemplary communication and relationship-building.

  • Outbound Calls, 6%

    Verify contracts and vehicle eligibility for coverage; -Place outbound calls to inform policyholders of renewals and expiration of policies.

  • Data Entry, 4%

    Assigned to special project which involved extensive data entry to reconcile customer accounts to maximize retention and customer return.

  • Telephone Calls, 2%

    Answered telephone calls to assist computer users encountering problems, assisted subordinates and supervisors in identifying and resolving problems.

"customer care," "customer service," and "communication" aren't the only skills we found customer care representatives list on their resumes. In fact, there's a whole list of customer care representative responsibilities that we found, including:

  • The most important skills for a customer care representative to have in this position are communication skills. In this excerpt that we gathered from a customer care representative resume, you'll understand why: "customer service representatives must be able to provide clear information in writing, by phone, or in person." According to resumes we found, communication skills can be used by a customer care representative in order to "send customer care surveys and communication reminder or requests to reopen communication emails for customers. "
  • Another commonly found skill for being able to perform customer care representative duties is the following: computer skills. According to a customer care representative resume, "customer service representatives must be adept at using computers.  ." Check out this example of how customer care representatives use computer skills: "provided customer care in a call center setting by taking customers information and entering it into the computer. "
  • Another skill that is quite popular among customer care representatives is customer-service skills. This skill is very critical to fulfilling every day responsibilities as is shown in this example from a customer care representative resume: "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "promoted budget programs and services to customers in an effort to maximize sales opportunities and meet sales goals set by management. "
  • A customer care representative responsibilities sometimes require "interpersonal skills." The responsibilities that rely on this skills are shown by this resume excerpt: "representatives should be able to create positive interactions with customers." This resume example shows how this skill is used by customer care representatives: "utilized interpersonal and problem solving skills to build and maintain strong customer relationships. "
  • As part of the customer care representative description, you might find that one of the skills that might be helpful to the job is "listening skills." A customer care representative resume included this snippet: "representatives must listen carefully to ensure that they understand customers in order to assist them." This skill could be useful in this scenario: "communicated with shipping and customer care to confirm orders. "
  • Lastly, this career requires you to be skillful in "patience." According to customer care representative resumes, "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example highlights how customer care representative responsibilities rely on this skill: "demonstrate courtesy and patience in customer relations. "
  • See the full list of customer care representative skills.

    Before becoming a customer care representative, 37.2% earned their bachelor's degree. When it comes down to graduating with a master's degree, 3.1% customer care representatives went for the extra education. If you're wanting to pursue this career, it may be possible to be successful with a high school degree. In fact, some customer care representatives have a college degree. But about one out of every four customer care representatives didn't attend college at all.

    The customer care representatives who went onto college to earn a more in-depth education generally studied business and psychology, while a small population of customer care representatives studied general studies and criminal justice.

    Once you've obtained the level of education you're comfortable with, you might start applying to companies to become a customer care representative. We've found that most customer care representative resumes include experience from Anthem, Lineage Logistics, and U-Haul. Of recent, Anthem had 221 positions open for customer care representatives. Meanwhile, there are 61 job openings at Lineage Logistics and 60 at U-Haul.

    Since salary is important to some customer care representatives, it's good to note that they are figured to earn the highest salaries at The Research Corporation of the University of Hawaii, Washington State Employees Credit Union, and Advanced Resources. If you were to take a closer look at The Research Corporation of the University of Hawaii, you'd find that the average customer care representative salary is $47,958. Then at Washington State Employees Credit Union, customer care representatives receive an average salary of $44,804, while the salary at Advanced Resources is $43,935.

    View more details on customer care representative salaries across the United States.

    The industries that customer care representatives fulfill the most roles in are the finance and professional industries. But the highest customer care representative annual salary is in the professional industry, averaging $40,602. In the manufacturing industry they make $30,872 and average about $30,625 in the telecommunication industry. In conclusion, customer care representatives who work in the professional industry earn a 45.4% higher salary than customer care representatives in the technology industry.

    The three companies that hire the most prestigious customer care representatives are:

      What Customer Relations Coordinators Do

      A customer relations coordinator oversees a company's customer service programs, ensuring clients receive optimal support and service. They conduct market research and analysis, study client feedback, organize customer loyalty incentives, coordinate customer service teams, establish programs, supervise staff performance, and solve issues and concerns when any arise. They may also communicate directly with clients to assist them by answering inquiries, solving problems and concerns, issuing refunds or product replacements, offering discounts, and promoting products or services.

      In this section, we compare the average customer care representative annual salary with that of a customer relations coordinator. Typically, customer relations coordinators earn a $3,054 higher salary than customer care representatives earn annually.

      While the salaries between these two careers can be different, they do share some of the same responsibilities. Employees in both customer care representatives and customer relations coordinators positions are skilled in customer care, customer service, and communication.

      These skill sets are where the common ground ends though. A customer care representative responsibility is more likely to require skills like "data entry," "telephone calls," "computer system," and "internal customers." Whereas a customer relations coordinator requires skills like "collection procedures," "internet," "front office," and "high volume." Just by understanding these different skills you can see how different these careers are.

      Customer relations coordinators receive the highest salaries in the manufacturing industry coming in with an average yearly salary of $34,242. But customer care representatives are paid more in the professional industry with an average salary of $40,602.

      On average, customer relations coordinators reach similar levels of education than customer care representatives. Customer relations coordinators are 2.4% more likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.

      What Are The Duties Of a Customer Associate?

      A customer associate is responsible for providing the best customer service by assisting the customers with their inquiries and concerns, as well as resolving their complaints, processing replacements, and issuing refunds as needed. Customer associates also sell products and services to the customers, demonstrating product features, and identifying business opportunities to drive more revenues and profits for the business. They must have excellent communication and organizational skills to process orders and payments timely and accurately.

      Next up, we have the customer associate profession to look over. This career brings along a higher average salary when compared to a customer care representative annual salary. In fact, customer associates salary difference is $2,436 higher than the salary of customer care representatives per year.

      While the salary may be different for these job positions, there is one similarity and that's a few of the skills needed to perform certain duties. We used info from lots of resumes to find that both customer care representatives and customer associates are known to have skills such as "customer care," "customer service," and "communication. "

      In addition to the difference in salary, there are some other key differences that are worth noting. For example, customer care representative responsibilities are more likely to require skills like "data entry," "computer system," "internal customers," and "insurance companies." Meanwhile, a customer associate might be skilled in areas such as "sales floor," "greeting customers," "phone calls," and "stock shelves." These differences highlight just how different the day-to-day in each role looks.

      On average, customer associates earn a higher salary than customer care representatives. There are industries that support higher salaries in each profession respectively. Interestingly enough, customer associates earn the most pay in the finance industry with an average salary of $36,542. Whereas, customer care representatives have higher paychecks in the professional industry where they earn an average of $40,602.

      When it comes to the differences in education between the two professions, customer associates tend to reach similar levels of education than customer care representatives. In fact, they're 0.2% less likely to graduate with a Master's Degree and 0.1% less likely to earn a Doctoral Degree.

      How a Customer Agent Compares

      A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies. They help customers with their queries and complaints. It is their job to give customers a better understanding of the products. They answer questions with regards to their reservations. Sometimes, they also have sales roles. Oftentimes, they answer questions, process sales, provide information, and resolve problems.

      The third profession we take a look at is customer agent. On an average scale, these workers bring in higher salaries than customer care representatives. In fact, they make a $330 higher salary per year.

      While looking through the resumes of several customer care representatives and customer agents we discovered that both professions have similar skills. These similarities include skills such as "customer service," "communication," and "outbound calls," but they differ when it comes to other required skills.

      As mentioned, these two careers differ between other skills that are required for performing the work exceedingly well. For example, gathering from customer care representatives resumes, they are more likely to have skills like "customer care," "internal customers," "insurance companies," and "service information." But a customer agent might have skills like "email," "multiple systems," "internet," and "procedures."

      Customer agents make a very good living in the technology industry with an average annual salary of $32,948. Whereas customer care representatives are paid the highest salary in the professional industry with the average being $40,602.

      When it comes to education, customer agents tend to earn similar education levels than customer care representatives. In fact, they're 2.8% more likely to earn a Master's Degree, and 0.2% more likely to graduate with a Doctoral Degree.

      Description Of a Customer Service Expert

      A customer service expert is responsible for providing excellent customer by responding to the customers' inquiries and concerns regarding the goods and services the company offers. Customer service experts also handle and escalate high-level complaints, processing order replacements, and issuing refunds as needed. They check customer accounts, resolve billing issues, and monitor product delivery details. A customer service expert must have excellent communication and organizational skills, especially the knowledge of sales techniques, to sell services that would increase the company's revenues and profitability.

      Customer service experts tend to earn a higher pay than customer care representatives by about $75,066 per year.

      While both customer care representatives and customer service experts complete day-to-day tasks using similar skills like customer service, communication, and outbound calls, the two careers also vary in other skills.

      Even though a few skill sets overlap, there are some differences that are important to note. For one, a customer care representative might have more use for skills like "customer care," "data entry," "external customers," and "internal customers." Meanwhile, some customer service experts might include skills like "customer base," "high volume," "powerpoint," and "positive attitude" on their resume.

      Customer service experts earn a higher salary in the technology industry with an average of $107,358. Whereas, customer care representatives earn the highest salary in the professional industry.

      In general, customer service experts reach similar levels of education when compared to customer care representatives resumes. Customer service experts are 1.9% more likely to earn their Master's Degree and 0.2% less likely to graduate with a Doctoral Degree.