What is a Customer Service Agent

A Customer Service Agent is a front-line staff at any business or company. They are the first person a customer contacts to acquire information about a product, or submit an order, to file complaints, or request returns. Customer service agents resolve any doubt or issue customers might have about the products, services, or policies of the company.

They process orders and returns, follow up on open cases, and document customer data. The agents might operate over the phone, answer emails, or be at the customers' disposal on live chat. They have to have up-to-date information about the products and processes of the company in order to efficiently troubleshoot. Collecting customer feedback to create reports about the efficiency of their service is also the responsibility of customer service agents.

As they are the first interaction a customer will have with a business or institution, their job is to create and maintain a good relationship with customers and create an attractive image of the company. However, customers rarely bother to make contact unless they have a problem, so customer service agents should expect an outpouring of customer frustration. Make sure you have nerves of steel and know-how to keep you calm if you decide to give this position a go.

There is more than meets the eye when it comes to being a Customer Service Agent. For example, did you know that they make an average of $13.3 an hour? That's $27,662 a year!

Between 2018 and 2028, the career is expected to grow -2% and produce -51,600 job opportunities across the U.S.

What Does a Customer Service Agent Do

There are certain skills that many Customer Service Agents have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed Communication skills, Computer skills and Customer-service skills.

Learn more about what a Customer Service Agent does

How To Become a Customer Service Agent

If you're interested in becoming a Customer Service Agent, one of the first things to consider is how much education you need. We've determined that 34.4% of Customer Service Agents have a bachelor's degree. In terms of higher education levels, we found that 3.0% of Customer Service Agents have master's degrees. Even though some Customer Service Agents have a college degree, it's possible to become one with only a high school degree or GED.

Choosing the right major is always an important step when researching how to become a Customer Service Agent. When we researched the most common majors for a Customer Service Agent, we found that they most commonly earn Bachelor's Degree degrees or High School Diploma degrees. Other degrees that we often see on Customer Service Agent resumes include Associate Degree degrees or Diploma degrees.

You may find that experience in other jobs will help you become a Customer Service Agent. In fact, many Customer Service Agent jobs require experience in a role such as Customer Service Representative. Meanwhile, many Customer Service Agents also have previous career experience in roles such as Cashier or Sales Associate.

What is the right job for my career path?

Tell us your goals and we'll match you with the right jobs to get there.

And if you’re looking for a job, here are the five top employers hiring now:

  1. AT&T Jobs (491)
  2. TTEC Jobs (559)
  3. Enterprise Holdings Jobs (459)
  4. Amazon Jobs (294)
  5. FedEx Jobs (737)
Average Salary
$27,662
Average Salary
Job Growth Rate
-2%
Job Growth Rate
Job Openings
252,576
Job Openings
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Customer Service Agent Career Paths

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Average Salary for a Customer Service Agent

Customer Service Agents in America make an average salary of $27,662 per year or $13 per hour. The top 10 percent makes over $35,000 per year, while the bottom 10 percent under $21,000 per year.
Average Salary
$27,662
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12 Customer Service Agent Resume Examples

Learn How To Write a Customer Service Agent Resume

At Zippia, we went through countless Customer Service Agent resumes and compiled some information about how to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

View Customer Service Agent Resume Examples And Templates

And if you’re looking for a job, here are the five top employers hiring now:

  1. AT&T Jobs (491)
  2. TTEC Jobs (559)
  3. Enterprise Holdings Jobs (459)
  4. Amazon Jobs (294)
  5. FedEx Jobs (737)

Choose From 10+ Customizable Customer Service Agent Resume templates

Zippia allows you to choose from different easy-to-use Customer Service Agent templates, and provides you with expert advice. Using the templates, you can rest assured that the structure and format of your Customer Service Agent resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

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Customer Service Agent Demographics

Customer Service Agent Gender Distribution

Male
Male
36%
Female
Female
65%

After extensive research and analysis, Zippia's data science team found that:

  • Among Customer Service Agents, 64.5% of them are women, while 35.5% are men.

  • The most common race/ethnicity among Customer Service Agents is White, which makes up 58.8% of all Customer Service Agents.

  • The most common foreign language among Customer Service Agents is Spanish at 63.3%.

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Customer Service Agent Education

Customer Service Agent Majors

28.8 %

Customer Service Agent Degrees

Bachelors

34.4 %

High School Diploma

27.2 %

Associate

22.9 %
Job Openings

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Online Courses For Customer Service Agent That You May Like

Customer Service, Customer Support, And Customer Experience
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Customer service, customer support, and customer experience training. Loyal clients through world-class customer service...

Customer Service Training Keys To Satisfy Your Customers
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Customer Service Mastery: Delight Every Customer
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Top Skills For a Customer Service Agent

The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do. Luckily, we've found all of the skills you'll need so even if you don't have these skills yet, you know what you need to work on. Out of all the resumes we looked through, 14.3% of Customer Service Agents listed Customer Service on their resume, but soft skills such as Communication skills and Computer skills are important as well.

Best States For a Customer Service Agent

Some places are better than others when it comes to starting a career as a Customer Service Agent. The best states for people in this position are Hawaii, California, Alaska, and Massachusetts. Customer Service Agents make the most in Hawaii with an average salary of $35,500. Whereas in California and Alaska, they would average $32,362 and $31,669, respectively. While Customer Service Agents would only make an average of $31,195 in Massachusetts, you would still make more there than in the rest of the country. We determined these as the best states based on job availability and pay. By finding the median salary, cost of living, and using the Bureau of Labor Statistics' Location Quotient, we narrowed down our list of states to these four.

1. Arizona

Total Customer Service Agent Jobs:
3,777
Highest 10% Earn:
$37,000
Location Quotient:
1.42
Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here

2. Maine

Total Customer Service Agent Jobs:
1,048
Highest 10% Earn:
$37,000
Location Quotient:
1.74
Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here

3. Wisconsin

Total Customer Service Agent Jobs:
3,135
Highest 10% Earn:
$35,000
Location Quotient:
1.25
Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here
Full List Of Best States For Customer Service Agents

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Top Customer Service Agent Employers

We've made finding a great employer to work for easy by doing the hard work for you. We looked into employers that employ Customer Service Agents and discovered their number of Customer Service Agent opportunities and average salary. Through our research, we concluded that Delta Air Lines was the best, especially with an average salary of $26,079. Sykes Enterprises follows up with an average salary of $26,101, and then comes Teleperformance with an average of $26,120. In addition, we know most people would rather work from home. So instead of having to change careers, we identified the best employers for remote work as a Customer Service Agent. The employers include Sutter Health, Lowe's, and CO-OP Financial Services

Most Common Employers For Customer Service Agent

RankCompanyZippia ScoreAverage Customer Service Agent SalaryAverage Salary
1$33,064
2$28,375
3$27,454
4$27,083
5$26,718
6$26,581

Customer Service Agent Videos

Becoming a Customer Service Agent FAQs

How long does it take to become a Customer Service Agent?

It takes 4 years of professional experience to become a customer service agent. That is the time it takes to learn specific customer service agent skills, but does not account for time spent in formal education.

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.

The second "P," patience, means remembering that every customer is different. Even though there are some common "do's and "don'ts, each customer learns at a different pace and may respond to a common practice in a way you didn't expect. Consequently, providing high-quality service means being creative and flexible.

Finally, the third "P," a people-first attitude, builds off of professionalism and patience. With this attitude in mind, your customer service strategy should reinforce the idea of human connection.

In other words, exceptional service means remembering that, even though cash is changing hands, the money isn't the most important part of the transaction. It's the relationship you make with the customer.

What is the role of customer service agent?

The role of a customer service agent is to resolve issues in a quick and friendly manner. Customers are important because they drive revenues; without them, businesses cannot continue to exist.

Customers help companies generate profits, the economic fuel needed to run a thriving business. For example, customers play a central role in improving corporate activities because they can tell top leadership what's good or bad in operating processes.

The role of marketing is to identify, satisfy, and retain customers. Before you can create anything of value, first, you must identify a want or need that you can address and the prospective customers who possess this want or need.

Next, you satisfy these customers by delivering a product or service that addresses these needs when customers want it. The key to customer satisfaction is making sure everyone feels they benefit from the exchange. Customers should leave feeling happy with the value they get for what they pay.

However, effective marketing doesn't stop there. It also needs to retain customers by creating new opportunities to win customer loyalty and business.

What qualifications do you need for customer service?

The only qualification to become a customer service representative is a high school diploma. However, having an associate degree or even a bachelor's can open up new doors to better positions at more notable companies with more competitive salaries. An associate's degree in business or arts is highly desirable.

Also, having people skills and being friendly is, of course, a big part of working as a customer service representative. However, this friendliness should extend to your coworkers. A strong team can make the shift go much smoother.

There are many different types of customer service representative skills, which require different training and skillsets. Overall, however, there are some core skills that all customer service representatives should have.

Good communication skills and the ability to deal with customers clearly in a way that allows you to solve the customer's problem or meet their need is key. Also, being technological savvy is essential, as well as knowledge of some basic computer skills, including Microsoft Word, Excel, and Powerpoint.

Here are some ways to improve customer service representative skills and qualifications:

  • Ask for direct feedback from customers and colleagues - doing this can help you better understand your strengths and weaknesses.

  • Ask a manager for feedback - ask them to highlight your strengths and areas for improvement.

  • Read customer feedback reports - this may give you a different sense of your current customer service abilities.

  • Practice new skills - practice skills like active listening or friendliness.

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