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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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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

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Customer Representative Education

Customer Representative

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Real Customer Representative Salaries

Job Title Company Location Start Date Salary
Senior Customer Representative, Commerical Operati Merck & Co., Inc. Clearwater, FL Dec 08, 2011 $58,198
Korean Customer Representative KH Management Inc. Vienna, VA Feb 23, 2016 $53,914
Sales and Customer Representative Pacific Lighting Manufacturer Incorporated East Rancho Dominguez, CA Apr 08, 2016 $31,845
Customer Srvice Representative Andrew G. Hargroder Md Inc. Baton Rouge, LA Mar 02, 2015 $31,000 -
$31,500
Customer Servce Representative Merlin Industries Inc. Hamilton, NJ Mar 11, 2009 $21,934

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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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