A customer service representative is a professional person who establishes communication between customers and the organization by answering questions, resolve complaints, and address emergency issues about the products and services he/she sells. He/She must possess an approachable personality, a passion for customer service, and work with his/her fellow workmates. The minimum educational requirement for a customer service representative is a high school diploma; however, a candidate must complete on-the-job training. A Customer Service Representative should also possess excellent communication and problem-solving skills.

Customer Representative Responsibilities

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

  • Promote efficiency/accuracy by managing and executing intelligence information communication.
  • Ensure timely delivery of customer orders via communication with production schedulers, inspection, quality control and shipping personnel.
  • Act as a mentor for other CRR's by answering daily questions and providing product and process training when need.
  • Present PowerPoint presentations to brokers regarding customer service issues.
  • Field test beta internet base computer aid telephone and web interviewing software.
  • Help users to navigate various applications and troubleshoot technical problems with internal computer programs.
  • Maintain efficiency in financial transactions; assist consumers with Internet services; advise consumers of banking products.
  • Promote efficiency/accuracy by managing and executing intelligence information communication.
  • Walk customers through the WordPress CMS to provide them with the general knowledge necessary to begin building a website.
  • Provide direct interface with Toyota owners regarding inquires and/or complaints.
Customer 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 Representative Job Description

Between the years 2018 and 2028, customer 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 representative?" Has crossed your mind, maybe you should take the growth rate into account. In addition, the number of customer representative opportunities that are projected to become available by 2028 is -51,600.

Customer representatives average about $14.09 an hour, which makes the customer representative annual salary $29,308. Additionally, customer representatives are known to earn anywhere from $23,000 to $37,000 a year. This means that the top-earning customer representatives make $14,000 more than the lowest earning ones.

As is the case with most jobs, it takes work to become a customer representative. Sometimes people change their minds about their career after working in the profession. That's why we looked into some other professions that might help you find your next opportunity. These professions include a customer service trainer, customer service specialist, customer service expert, and customer specialist.

Customer Representative Jobs You Might Like

Customer Representative Resume Examples

Customer Representative Skills and Personality Traits

We calculated that 14% of Customer Representatives are proficient in Communication, Phone Calls, and Customer Information. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.

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

  • Communication, 14%

    Promoted efficiency/accuracy by managing and executing intelligence information communication.

  • Phone Calls, 10%

    Handled customer phone calls and prepared requisition statements while maintaining confidentiality of patient's personal information.

  • Customer Information, 7%

    Responded for ongoing relationship with clients to maintain accurate and updated customer information as necessary to maintain accurate risk ratings.

  • Windows, 7%

    Collaborated on special projects with LAN department in testing of new LEC Interface and the Center's transition to Windows NT.

  • External Customers, 6%

    Provided efficient and courteous customer service to internal and external customers, allowing optimal claims representative productivity thereby enhancing company profitability.

  • Technical Support, 6%

    Provided technical support for State Farm policy holders and business partners while working on a developmental opportunity for Internet Support.

Most customer representatives list "communication," "phone calls," and "customer information" as skills on their resumes. We go into more details on the most important customer representative responsibilities here:

  • The most important skills for a customer representative to have in this position are communication skills. In this excerpt that we gathered from a customer 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 representative in order to "received and screened a high volume of internal and external communications, including email and post. "
  • Another commonly found skill for being able to perform customer representative duties is the following: computer skills. According to a customer representative resume, "customer service representatives must be adept at using computers.  ." Check out this example of how customer representatives use computer skills: "documented all call information into computer system and performed data entry. "
  • Customer representatives are also known for customer-service skills, which can be critical when it comes to performing their duties. An example of why this skill is important is shown by this snippet that we found in a customer representative resume: "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." We also found this resume example that details how this skill is put to the test: "provided customer support in high volume call center environments for colorado department of motor vehicles. "
  • A thorough review of lots of resumes revealed to us that "interpersonal skills" is important to completing customer representative responsibilities. This resume example shows just one way customer representatives use this skill: "representatives should be able to create positive interactions with customers." Here's an example of how this skill is used from a resume that represents typical customer representative tasks: "exercised strong interpersonal communication skills with customers and department personnel. "
  • Yet another important skill that a customer representative must demonstrate is "listening skills." Representatives must listen carefully to ensure that they understand customers in order to assist them. This is clearly demonstrated in this example from a customer representative who stated: "demonstrated outstanding problem solving and active listening skills with high volume inbound/outbound collection calls in a busy call center environment. "
  • Another skill commonly found on customer representative resumes is "patience." This description of the skill was found on several customer representative resumes: "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill could fit into the day-to-day customer representative responsibilities: "detail compassionately with medicaid beneficiaries on a one-on-one basis and focus on their needs through careful listening and patience. "
  • See the full list of customer representative skills.

    Before becoming a customer representative, 40.2% earned their bachelor's degree. When it comes down to graduating with a master's degree, 3.6% customer 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 representatives have a college degree. But about one out of every four customer representatives didn't attend college at all.

    Those customer representatives who do attend college, typically earn either a business degree or a general studies degree. Less commonly earned degrees for customer representatives include a psychology degree or a criminal justice degree.

    Once you're ready to become a customer representative, you should explore the companies that typically hire customer representatives. According to customer representative resumes that we searched through, customer representatives are hired the most by Dish Network, Enterprise Holdings, and Bradley Center Sports and Entertainment. Currently, Dish Network has 1,964 customer representative job openings, while there are 108 at Enterprise Holdings and 97 at Bradley Center Sports and Entertainment.

    But if you're interested in companies where you might earn a high salary, customer representatives tend to earn the biggest salaries at Hewlett-Packard, BMO Capital Markets, and AvePoint. Take Hewlett-Packard for example. The median customer representative salary is $40,331. At BMO Capital Markets, customer representatives earn an average of $36,750, while the average at AvePoint is $36,577. You should take into consideration how difficult it might be to secure a job with one of these companies.

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

    The industries that customer representatives fulfill the most roles in are the retail and finance industries. But the highest customer representative annual salary is in the telecommunication industry, averaging $31,612. In the manufacturing industry they make $30,771 and average about $30,197 in the transportation industry. In conclusion, customer representatives who work in the telecommunication industry earn a 12.4% higher salary than customer representatives in the technology industry.

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

      What Customer Service Trainers Do

      A customer service trainer is responsible for training new and experienced customer service staff, providing them with the best strategies and techniques to handle customers' inquiries and concerns. They also resolve customer complaints and ensure customer satisfaction, building good customer relationships, maintaining the company's reputation, and increasing revenues. Customer service trainers schedule training classes, provide engaging activities, and monitor trainees' progress through call testing and role-playing activities. A customer service trainer must have excellent knowledge of the customer service industry, as well as exceptional communication skills to teach trainees' effectively and efficiently.

      We looked at the average customer representative annual salary and compared it with the average of a customer service trainer. Generally speaking, customer service trainers receive $835 lower pay than customer representatives per year.

      Even though customer representatives and customer service trainers have vast differences in their careers, a few of the skills required to do both jobs are similar. For example, both careers require communication, phone calls, and external customers in the day-to-day roles.

      As far as similarities go, this is where it ends because a customer representative responsibility requires skills such as "customer information," "windows," "curiosity," and "crm." Whereas a customer service trainer is skilled in "positive attitude," "hr," "front end," and "training materials." So if you're looking for what truly separates the two careers, you've found it.

      Customer service trainers receive the highest salaries in the health care industry coming in with an average yearly salary of $29,552. But customer representatives are paid more in the telecommunication industry with an average salary of $31,612.

      On average, customer service trainers reach similar levels of education than customer representatives. Customer service trainers are 0.6% less likely to earn a Master's Degree and 0.1% less likely to graduate with a Doctoral Degree.

      What Are The Duties Of a Customer Service Specialist?

      Customer service specialists are employees who are responsible for providing the best customer experience to customers, usually for after-sales transactions. They attend to customers' inquiries and provide answers to their questions on products or services that the company offers. They also address customer complaints and help mitigate the concerns by offering solutions such as instructions on how to fix defects, or processing replacements or refunds. Customer service specialists also listen to customer feedback and ensure that these are logged properly so that proper departments will be able to receive them.

      Next up, we have the customer service specialist profession to look over. This career brings along a higher average salary when compared to a customer representative annual salary. In fact, customer service specialists salary difference is $529 higher than the salary of customer representatives per year.

      A similarity between the two careers of customer representatives and customer service specialists are a few of the skills associated with both roles. We used resumes from both professions to find that both use skills like "communication," "customer information," and "windows. "

      But both careers also use different skills, according to real customer representative resumes. While customer representative responsibilities can utilize skills like "phone calls," "curiosity," "crm," and "customer feedback," some customer service specialists use skills like "front end," "customer transactions," "accurate processing," and "bank deposits."

      On average, customer service specialists earn a higher salary than customer representatives. There are industries that support higher salaries in each profession respectively. Interestingly enough, customer service specialists earn the most pay in the technology industry with an average salary of $35,563. Whereas, customer representatives have higher paychecks in the telecommunication industry where they earn an average of $31,612.

      In general, customer service specialists study at similar levels of education than customer representatives. They're 0.9% less likely to obtain a Master's Degree while being 0.1% less likely to earn a Doctoral Degree.

      How a Customer Service Expert Compares

      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.

      Let's now take a look at the customer service expert profession. On average, these workers make higher salaries than customer representatives with a $74,913 difference per year.

      Using customer representatives and customer service experts resumes, we found that both professions have similar skills such as "communication," "customer information," and "windows," but the other skills required are very different.

      Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Some examples from customer representative resumes include skills like "phone calls," "external customers," "curiosity," and "data entry," whereas a customer service expert might be skilled in "positive attitude," "multiple tasks," "patient demographics," and "potential patients. "

      Customer service experts make a very good living in the technology industry with an average annual salary of $107,358. Whereas customer representatives are paid the highest salary in the telecommunication industry with the average being $31,612.

      Customer service experts typically study at similar levels compared with customer representatives. For example, they're 0.6% more likely to graduate with a Master's Degree, and 0.2% more likely to earn a Doctoral Degree.

      Description Of a Customer Specialist

      A customer specialist is responsible for assisting customers with their needs and concerns about the products and services offered by the company, addressing their inquiries timely and accurately. Customer specialists evaluate the customers' issues and provide immediate solutions through remote communication. In some cases, a customer specialist may send technical staff to the customer's location for problems that cannot be resolved over the phone or e-mail. They also take orders from the customers, process their payments, and explain the features and functions of the product.

      Customer specialists tend to earn a higher pay than customer representatives by about $1,191 per year.

      While their salaries may vary, customer representatives and customer specialists both use similar skills to perform their jobs. Resumes from both professions include skills like "communication," "phone calls," and "customer information. "

      Each job requires different skills like "internet," "curiosity," "service calls," and "anti-money laundering," which might show up on a customer representative resume. Whereas customer specialist might include skills like "customer transactions," "accurate processing," "ensure accuracy," and "online."

      Customer specialists earn a higher salary in the utilities industry with an average of $41,296. Whereas, customer representatives earn the highest salary in the telecommunication industry.

      In general, customer specialists reach similar levels of education when compared to customer representatives resumes. Customer specialists are 0.7% more likely to earn their Master's Degree and 0.0% less likely to graduate with a Doctoral Degree.