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Become A Customer Representative

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Working As A Customer 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 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 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 Representative jobs

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Customer Representative Career Paths

Customer Representative
Service Representative Specialist
Account Manager
5 Yearsyrs
Security Officer Operations Manager General Manager
Area Manager
7 Yearsyrs
Sales Consultant Driver Night Auditor
Assistant General Manager
5 Yearsyrs
Driver Dispatcher Operations Manager
Branch Manager
6 Yearsyrs
Driver Delivery Driver Operations Manager
Business Development Manager
9 Yearsyrs
Pharmacist Technician Home Health Aid Call Center Representative
Call Center Manager
6 Yearsyrs
Account Manager Account Executive Sales Manager
Director Of Sales
10 Yearsyrs
Billing Specialist Specialist Account Manager
District Sales Manager
7 Yearsyrs
Office Manager Operations Manager
General Manager
7 Yearsyrs
Home Health Aid Technician Technical Support Specialist
Information Technology Manager
8 Yearsyrs
Pharmacist Technician Office Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Billing Specialist Home Health Aid Unit Secretary
Office Manager
5 Yearsyrs
Specialist Analyst Business Analyst
Product Manager
7 Yearsyrs
Home Health Aid Security Officer Account Manager
Regional Manager
8 Yearsyrs
Account Manager Sales Manager
Regional Sales Manager
9 Yearsyrs
Sales Consultant Senior Sales Representative Account Manager
Sales Account Manager
6 Yearsyrs
Security Officer Sales Consultant Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Office Manager Account Manager Account Executive
Sales Manager
5 Yearsyrs
Specialist Account Manager
Senior Account Manager
7 Yearsyrs
Service Representative Account Executive
Territory Manager
7 Yearsyrs
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Average Length of Employment
Customer Liaison 3.1 years
Center Specialist 2.6 years
Customs Consultant 2.6 years
Service Associate 2.1 years
Representative 2.1 years
Agent 2.1 years
Customer Agent 2.0 years
Customer Advisor 1.9 years
Customer Assistant 1.9 years
Customer Associate 1.8 years
Home Agent 1.7 years
Contact Agent 1.4 years
Verifier 1.4 years
Call Center Agent 1.3 years
Call Agent 1.0 years
Top Employers Before
Cashier 12.9%
Internship 3.2%
Manager 3.2%
Server 2.8%
Supervisor 2.4%
Waitress 2.2%
Teller 2.2%
Top Employers After
Cashier 8.2%
Manager 3.4%
Server 3.0%
Internship 2.7%
Specialist 2.5%
Supervisor 2.3%

Customer Representative Demographics

Gender

Female

63.0%

Male

34.6%

Unknown

2.4%
Ethnicity

White

75.1%

Hispanic or Latino

15.2%

Asian

7.4%

Unknown

1.7%

Black or African American

0.7%
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Languages Spoken

Spanish

59.2%

French

8.8%

German

4.5%

Chinese

3.5%

Mandarin

3.1%

Portuguese

3.0%

Cantonese

2.6%

Italian

2.3%

Arabic

2.0%

Hindi

1.8%

Japanese

1.7%

Korean

1.3%

Russian

1.3%

Vietnamese

1.2%

Tagalog

1.2%

Turkish

0.7%

Hmong

0.5%

Filipino

0.5%

Carrier

0.5%

Urdu

0.5%
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Customer Representative Education

Schools

University of Phoenix

26.0%

Strayer University

6.7%

Kaplan University

5.5%

Ashford University

5.3%

Liberty University

4.8%

Southern New Hampshire University

4.7%

University of Texas at El Paso

4.3%

El Paso Community College

4.0%

American InterContinental University

3.8%

University of North Texas

3.5%

Utah Valley University

3.5%

Grand Canyon University

3.5%

Illinois State University

3.3%

University of Delaware

3.2%

Georgia State University

3.2%

Temple University

3.0%

Florida State College at Jacksonville

3.0%

Capella University

3.0%

Houston Community College

2.8%

Pennsylvania State University

2.8%
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Majors

Business

30.8%

Health Care Administration

6.6%

Criminal Justice

6.6%

Accounting

5.6%

Psychology

5.1%

General Studies

4.5%

Nursing

4.3%

Communication

4.2%

Medical Assisting Services

3.7%

Marketing

3.5%

Education

3.2%

Computer Science

3.1%

Management

2.9%

Liberal Arts

2.8%

Human Resources Management

2.5%

Finance

2.3%

English

2.3%

Information Technology

2.0%

Computer Information Systems

2.0%

Political Science

1.9%
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Degrees

Bachelors

35.6%

Other

33.4%

Associate

14.4%

Masters

8.4%

Certificate

5.0%

Diploma

2.1%

Doctorate

0.6%

License

0.5%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Customer Representative

PhoneCallsEnsureCustomerSatisfactionDataEntryInboundCallsCustomerInquiriesCreditCardInternetCustomerComplaintsCustomerAccountsCustomerServiceIssuesOutboundCallsAccountInformationTroubleshootCustomerInformationCustomerRelationsTechnicalSupportCustomerCallsCommunicationSkillsHighVolumeComputerSystem

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Top Customer Representative Skills

  1. Phone Calls
  2. Ensure Customer Satisfaction
  3. Data Entry
You can check out examples of real life uses of top skills on resumes here:
  • Picked up phone calls answered customer questions.
  • Performed customer visits to ensure customer satisfaction.
  • Prioritized data entry daily to ensure customers' needs were met.
  • Take inbound calls from customers in regards to repair services.
  • Responded promptly and answered/resolved customer inquiries and complaints.

Top Customer Representative Employers

Customer Representative Videos

A Day in the Life: Call Center Agent

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