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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.

  • Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
  • Present PowerPoint presentations to brokers regarding customer service issues.
  • Demonstrate superb organizational and multitasking abilities
  • Prepare quarterly reports on the business and present to fellow employees using PowerPoint.
  • Develop and maintain relationships with company's advisory board, VIP customers, and associates.
  • Generate sales opportunities with legacy customers by upselling new and establish service offerings.
  • Generate additional sales with existing customers by upselling veterinarians on special promotions or additional vaccines or pharmaceuticals.
  • Provide direct interface with Toyota owners regarding inquires and/or complaints.
  • Combine active listening with proactive decision-making skills to benefit Toyota customers.
  • Communicate with customers and FedEx to facilitate resolutions of any shipping or delivery issues.

Customer Representative Skills and Personality Traits

We calculated that 16% of Customer Representatives are proficient in Phone Calls, Windows, and Technical Support. 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:

  • Phone Calls, 16%

    Enhanced customer satisfaction and helped increased sales answering telephone calls and making the appropriate transfers to appropriate department.

  • Windows, 11%

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

  • Technical Support, 8%

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

  • Product Knowledge, 4%

    Resolved concerned customer issues, supported Customer Management Representatives with software and product knowledge, Monitored and coached to quality assurance

  • Data Entry, 4%

    E-mail and telephone communications, extensive data entry, emphasis on professionalism, neutrality, and accurately transcribing given information.

  • Bank Secrecy Act, 4%

    Ensured regulatory requirements, such as the Anti-Money Laundering and Bank Secrecy Act, were adhered to.

Some of the skills we found on customer representative resumes included "phone calls," "windows," and "technical support." We have detailed the most important customer representative responsibilities below.

  • Arguably the most important personality trait for a customer representative to have happens to be communication skills. An example from a resume said this about the skill, "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, other resumes have pointed out that customer representatives can use communication skills to "provided records of service and communications between nuvision s customer care department and clients. "
  • While it may not be the most important skill, we found that many customer representative duties rely on computer skills. This example from a customer representative explains why: "customer service representatives must be adept at using computers.  ." This resume example is just one of many ways customer representatives are able to utilize computer skills: "documented all call information into computer system and performed data entry. "
  • Customer-service skills is also an important skill for customer representatives to have. This example of how customer representatives use this skill comes from a customer representative resume, "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." Read this excerpt from a resume to understand how vital it is to their everyday roles and responsibilities, "answered phones and performed customer service duties regarding medicare related issues"
  • In order for certain customer representative responsibilities to be completed, the job requires the skill "interpersonal skills." According to a customer representative resume, "representatives should be able to create positive interactions with customers." As an example, this snippet was taken directly from a resume about how this skill applies: "demonstrated strong customer service and interpersonal skills. "
  • As part of the customer representative description, you might find that one of the skills that might be helpful to the job is "listening skills." A customer 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 customers regarding issues with bill provided payment options including payment arrangements"
  • Lastly, this career requires you to be skillful in "patience." According to customer representative resumes, "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example highlights how customer representative responsibilities rely on this skill: "provided technique support and guidance with patience and understanding ensuring optimal customer satisfaction at all times. "
  • See the full list of customer representative skills.

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    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 $4,899 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 phone calls, technical support, and product knowledge 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 "windows," "bank secrecy act," "branch management," and "crm." Whereas a customer service trainer is skilled in "cleanliness," "gross margin," "hr," and "work ethic." 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 telecommunication industry coming in with an average yearly salary of $32,603. But customer representatives are paid more in the transportation industry with an average salary of $35,783.

    On average, customer service trainers reach similar levels of education than customer representatives. Customer service trainers are 0.8% 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 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 lower average salary when compared to a customer representative annual salary. In fact, customer service specialists salary difference is $4,113 lower 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 "windows," "product knowledge," and "data entry. "

    But both careers also use different skills, according to real customer representative resumes. While customer representative responsibilities can utilize skills like "phone calls," "technical support," "patients," and "branch management," some customer service specialists use skills like "cleanliness," "front end," "cash management," and "customer transactions."

    On average, customer service specialists earn a lower 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 finance industry with an average salary of $34,860. Whereas, customer representatives have higher paychecks in the transportation industry where they earn an average of $35,783.

    In general, customer service specialists study at similar levels of education than customer representatives. They're 0.2% 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 $62,606 difference per year.

    Using customer representatives and customer service experts resumes, we found that both professions have similar skills such as "windows," "technical support," and "product knowledge," 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," "data entry," "bank secrecy act," and "branch management," whereas a customer service expert might be skilled in "cleanliness," "reservations," "cash handling," and "store training. "

    Customer service experts are known to earn similar educational levels when compared to customer representatives. Additionally, they're 0.3% 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 $1,020 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 "phone calls," "windows," and "technical support. "

    Each job requires different skills like "bank secrecy act," "branch management," "inbound calls," and "service calls," which might show up on a customer representative resume. Whereas customer specialist might include skills like "customer transactions," "client facing," "related training," and "work ethic."

    Customer specialists reach similar levels of education when compared to customer representatives. The difference is that they're 1.0% more likely to earn a Master's Degree more, and 0.1% less likely to graduate with a Doctoral Degree.

    What a Customer Representative Does FAQs

    How Much Do Customer Representatives Make?

    Customer representatives make an average salary of $29,000.

    A typical entry-level salary is $23,000. With more experience, you can earn around $50,000 in a senior-level position.

    What Are 3 Important Qualities Of Customer Service?

    The 3 important qualities of customer service are professionalism, patience, and a "people-first" attitude.

    To get an idea of why the "three P's" matter, first, let's break down what they are. The first "P," professionalism, refers to the attitude you take towards your customers. Even when a customer is upset or behaving immaturely, it's up to you to diffuse the situation, if possible, and do what you can to represent your brand in a positive light.

    What Do You Need To Become A Customer Service Representative?

    To become a customer service representative, you need a high school diploma or equivalent and good communication skills. A person seeking to become a customer service representative should ideally have a few years of prior experience in a customer service environment (such as retail).

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