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Become A Customer Service Agent

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Working As A Customer Service Agent

  • 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

  • $24,960

    Average Salary

What Does A Customer Service Agent 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 Agent

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 Agent jobs

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Customer Service Agent Career Paths

Customer Service Agent
Sales Agent Sales Manager General Manager
Account Manager
5 Yearsyrs
Front Desk Agent Night Auditor Front Desk Supervisor
Assistant General Manager
5 Yearsyrs
Account Manager Sales Manager Office Manager
Billing Manager
7 Yearsyrs
Security Officer Service Technician Service Manager
Branch Manager
6 Yearsyrs
Call Center Representative Call Center Supervisor
Call Center Manager
6 Yearsyrs
Front Desk Agent Front Office Manager General Manager
Center Manager
6 Yearsyrs
Service Representative Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Office Manager Operations Manager
General Manager
7 Yearsyrs
Sales Agent Account Executive
Product Manager
7 Yearsyrs
Account Manager Business Analyst Quality Assurance Lead
Quality Assurance Manager
9 Yearsyrs
Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Office Manager Account Manager Account Executive
Sales Manager
5 Yearsyrs
Operations Manager Sales Consultant Senior Sales Representative
Senior Representative
5 Yearsyrs
Service Representative Service Technician Service Supervisor
Service Lead
5 Yearsyrs
Security Officer Technician Service Technician
Service Manager
7 Yearsyrs
Home Health Aid Security Officer Equipment Operator
Service Supervisor
6 Yearsyrs
Specialist Operations Manager
Site Manager
7 Yearsyrs
Technical Support Agent Technical Support Specialist Support Supervisor
Support Manager
6 Yearsyrs
Data Entry Clerk Security Officer Operation Supervisor
Team Manager
5 Yearsyrs
Home Health Aid Technician Production Supervisor
Warehouse Manager
5 Yearsyrs
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Average Length of Employment
Service Dispatcher 2.9 years
Ramp Service Agent 2.5 years
Agent 2.1 years
Service Associate 2.1 years
Customer Agent 2.0 years
Service Agent 2.0 years
Career Agent 1.9 years
Customer Associate 1.8 years
Billing Agent 1.7 years
Home Agent 1.7 years
Contact Agent 1.4 years
Call Center Agent 1.3 years
Phone Agent 1.2 years
Call Agent 1.0 years
Top Employers Before
Cashier 13.8%
Internship 3.2%
Manager 2.7%
Server 2.5%
Supervisor 2.2%
Agent 2.0%
Top Employers After
Cashier 7.2%
Agent 3.1%
Manager 3.1%
Supervisor 3.1%
Internship 2.4%
Server 2.3%

Customer Service Agent Demographics

Gender

Female

64.9%

Male

32.8%

Unknown

2.3%
Ethnicity

White

77.6%

Hispanic or Latino

13.1%

Asian

6.8%

Unknown

1.8%

Black or African American

0.6%
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Languages Spoken

Spanish

63.6%

French

9.8%

German

4.3%

Portuguese

3.9%

Arabic

2.7%

Italian

2.4%

Japanese

2.1%

Mandarin

1.5%

Chinese

1.3%

Hindi

1.1%

Cantonese

1.1%

Russian

1.0%

Tagalog

0.9%

Polish

0.9%

Carrier

0.8%

Vietnamese

0.6%

Samoan

0.5%

Korean

0.5%

Bosnian

0.5%

Croatian

0.5%
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Customer Service Agent Education

Schools

University of Phoenix

27.3%

Ashford University

6.3%

Liberty University

6.0%

Strayer University

5.8%

Kaplan University

5.8%

Miami Dade College

4.7%

Southern New Hampshire University

4.3%

Utah Valley University

3.9%

Central Piedmont Community College

3.5%

Broward College

3.5%

Grand Canyon University

3.4%

Valencia College

3.2%

Georgia Perimeter College

3.1%

Weber State University

3.0%

Georgia State University

2.9%

American InterContinental University

2.9%

Houston Community College

2.7%

Colorado Technical University

2.6%

Northern Virginia Community College

2.6%

Texas Southern University

2.5%
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Majors

Business

28.9%

Criminal Justice

7.3%

Health Care Administration

6.3%

Psychology

6.1%

Communication

4.9%

Accounting

4.6%

General Studies

4.6%

Nursing

4.4%

Medical Assisting Services

4.2%

Management

3.4%

Liberal Arts

3.2%

Education

3.2%

Computer Science

3.0%

Hospitality Management

2.6%

Marketing

2.5%

English

2.4%

Information Technology

2.3%

Human Resources Management

2.2%

Computer Information Systems

2.1%

Legal Support Services

1.8%
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Degrees

Other

36.4%

Bachelors

30.9%

Associate

16.6%

Masters

6.6%

Certificate

5.9%

Diploma

2.5%

License

0.7%

Doctorate

0.4%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Customer Service Agent

BaggageServicePassengerDataEntryCreditCardPaymentsInboundPhoneCallsCheck-InCustomerSatisfactionAirlineCustomerServiceInquiriesCustomerComplaintsTechnicalSupportInternationalFlightsCustomerServiceIssuesTicketCounterTOutboundCallsCustomerAccountsComputerSystemTroubleshootCustomerServiceCalls

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Top Customer Service Agent Skills

  1. Baggage Service
  2. Passenger
  3. Data Entry
You can check out examples of real life uses of top skills on resumes here:
  • Performed all customer service related activities including ticket counter sales and services, departures and baggage service.
  • Provided customer service to passengers.
  • Assisted inbound calling customers for various companies * Performed data entry on AS400 system
  • Processed sales transactions to include receiving cash, checks, debit and credit card payments.
  • Answered inbound phone calls, activated credit cards, processed balance transfers and began dispute process for unrecognized charges.

Top Customer Service Agent Employers

Customer Service Agent Videos

A Day in the Life: Call Center Agent

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