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Become A Customer Service Advisor

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Working As A Customer Service Advisor

  • 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

  • $29,000

    Average Salary

What Does A Customer Service Advisor 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 Service Advisor

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 Service Advisor Career Paths

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Average Length of Employment
Customer Advisor 1.9 years
Customer Associate 1.9 years
Customer Assistant 1.8 years
Top Careers Before Customer Service Advisor
Cashier 17.4%
Server 3.6%
Manager 3.1%
Internship 2.9%
Technician 2.1%
Supervisor 1.9%
Volunteer 1.8%
Waitress 1.6%
Top Careers After Customer Service Advisor
Cashier 10.9%
Server 3.5%
Manager 3.3%
Technician 3.2%
Driver 2.3%
Internship 2.2%

Do you work as a Customer Service Advisor?

Customer Service Advisor Demographics

Gender

Male

44.6%

Female

44.4%

Unknown

11.0%
Ethnicity

White

60.4%

Hispanic or Latino

17.3%

Black or African American

11.3%

Asian

7.1%

Unknown

3.9%
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Foreign Languages Spoken

Spanish

66.3%

French

5.4%

Mandarin

3.4%

Chinese

3.4%

Russian

2.9%

German

2.4%

Cantonese

2.4%

Hmong

2.0%

Portuguese

2.0%

Swedish

1.5%

Vietnamese

1.0%

Carrier

1.0%

Tagalog

1.0%

Italian

1.0%

Japanese

1.0%

Polish

1.0%

Arabic

1.0%

Swahili

0.5%

Romanian

0.5%

Hindi

0.5%
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Customer Service Advisor Education

Schools

University of Phoenix

23.9%

Universal Technical Institute

9.1%

Central Piedmont Community College

5.7%

The Academy

5.5%

Arizona State University

5.1%

Strayer University

4.9%

Ashford University

4.5%

Liberty University

4.1%

Columbus State Community College

3.4%

Kaplan University

3.4%

Houston Community College

3.2%

University of South Florida

3.2%

Oakland Community College

3.0%

College of DuPage

3.0%

University of North Carolina at Greensboro

3.0%

Florida State College at Jacksonville

3.0%

Ohio State University

3.0%

Seminole State College

3.0%

University of North Carolina at Charlotte

2.8%

Michigan State University

2.8%
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Majors

Business

31.4%

Automotive Technology

7.7%

Criminal Justice

7.0%

General Studies

5.0%

Accounting

5.0%

Psychology

4.8%

Health Care Administration

4.2%

Medical Assisting Services

4.1%

Communication

3.6%

Nursing

3.3%

Management

3.2%

Marketing

3.2%

Computer Science

2.7%

English

2.5%

Education

2.3%

Liberal Arts

2.3%

Information Technology

2.1%

Biology

2.0%

Human Resources Management

1.9%

Graphic Design

1.8%
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Degrees

Other

35.5%

Bachelors

30.8%

Associate

16.8%

Masters

6.5%

Certificate

5.9%

Diploma

3.5%

License

0.7%

Doctorate

0.2%
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How Would You Rate The Salary Of a Customer Service Advisor?

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Top Skills for A Customer Service Advisor

  1. Customer Service
  2. Phone Calls
  3. Credit Card
You can check out examples of real life uses of top skills on resumes here:
  • Reviewed projected daily sales to staff accordingly to ensure full customer service to generate higher customer retention rate
  • Responded to incoming customer telephone calls with a 1st call resolution exceeding customer expectations.
  • Reconcile sales for the day: Balanced batch summary of day's receipts for Credit Cards and cash.
  • Provided assistance with technical support, while troubleshooting computer deficiencies and program malfunctions.
  • Clean bathrooms and sales floor, take out all of store's trash, ensure closing duties daily.

How Would You Rate Working As a Customer Service Advisor?

Are you working as a Customer Service Advisor? Help us rate Customer Service Advisor as a Career.

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