What does a customer service agent do?
Customer service agents are employees assigned to answer incoming calls to their company's service hotline. They are equipped with proper training on company products and policies so that they can assist customers. Agents answer customer's inquiries, guide them through steps that they may need to take, and take note of customer complaints. For unsatisfied customers, agents try their best to resolve the concerns or transfer the complaints to related departments. They also try to mitigate any problems that may arise. Customer service agents should be patient, and should also have good communication and problem-solving skills.
Customer service agent responsibilities
Here are examples of responsibilities from real customer service agent resumes:
- Help troubleshoot and fix technology problems over-the-counter with clients while offering professional services to help achieve business goals.
- Operate different windows while giving excellent customer service.
- Complete check in for passenger reservations and provide excellent customer service for special circumstances.
- Respond to live chat and email inquires via ZenDesk.
- Input all new client data into RQF and Salesforce system.
- Utilize Salesforce CRM and RiteNow software platforms on a daily basis
- Maintain sterile work environment for artists, sterilize procedure equipment, blood borne pathogens training, first aid training ,
- Assist customers with billing relate questions utilizing an array of windows base programs, email as well as phone support.
- Move and/or lifts material such as ladders, tool and test sets weighing up to a maximum of 100 pounds.
- Climb poles, ladders and other structures with proper equipment (safety belt, safety strap, and climbers).
- Perform a variety of technical duties in support of workstations, network and personal printers, VPN, LAN applications.
- Grade agent calls to ensure HIPAA are reinforced and test calls to ensure accuracy of member experience and first call resolution.
- Be familiar with HIPAA and their guidelines for verification, clinical procedures, administrative overrides, trial claims, and prior authorizations
- Provide internal LAN support, troubleshoot email accounts, system malfunctions, computer errors, printer problems, and fax machines.
- Provide both call and written technical support for dial-up internet, DSL, streaming media, and other projects as needed.
Customer service agent skills and personality traits
We calculated that 11% of Customer Service Agents are proficient in Check-In, Reservations, and Inbound Calls. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Service Agents that have these skills listed on their resume here:
- Check-In, 11%
Skilled in handling complex ticketing and check-in transactions while communicating detailed information to direct passengers quickly to their destinations.
- Reservations, 11%
Booked International reservations on a segment by segment basis for highly individualized travel plans, pricing these reservations manually.
- Inbound Calls, 7%
Received inbound calls for potential renters requesting information for apartment homes.
- Customer Satisfaction, 7%
Ensured customer satisfaction and loyalty through monitoring customer experience, updating customers regularly, and asking for suggestions on service improvements.
- Customer Service, 5%
Ensured superior customer service experience by addressing customer concerns, demonstrating empathy and resolving problems within a reasonable time frame.
- Quality Standards, 4%
Provided excellent customer service in a fast-paced and high tension environment in all customers contact situations according to company quality standards.
Common skills that a customer service agent uses to do their job include "check-in," "reservations," and "inbound calls." You can find details on the most important customer service agent responsibilities below.
Communication skills. To carry out their duties, the most important skill for a customer service agent to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Customer service agents often use communication skills in their day-to-day job, as shown by this real resume: "managed communications with providers and members of blue cross and blue shield of michigan medicare advantage. "
Customer-service skills. customer service agents are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to customer service agent responsibilities, because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." A customer service agent resume example shows how customer-service skills is used in the workplace: "provided patient customer service to elderly customers seeking information and assistance with medicare and aarp accounts. "
Interpersonal skills. customer service agent responsibilities often require "interpersonal skills." The duties that rely on this skill are shown by the fact that "representatives should be able to create positive interactions with customers." This resume example shows what customer service agents do with interpersonal skills on a typical day: "trained in customer support and interpersonal communication to ensure a good customer experience. "
Listening skills. Another crucial skill for a customer service agent to carry out their responsibilities is "listening skills." A big part of what customer service agents relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to customer service agent duties can be seen in an example from a customer service agent resume snippet: "used both verbal and listening skills to carry out customer care. "
Patience. While "patience" is last on this skills list, don't underestimate its importance to customer service agent responsibilities. Much of what a customer service agent does relies on this skill, seeing as "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here is a resume example of how this skill is used in the everyday duties of customer service agents: "show patience, determination, and persistence to troubleshoot agent issues. "
The three companies that hire the most customer service agents are:
- SITEL177 customer service agents jobs
- SYKES
169 customer service agents jobs
- GEICO121 customer service agents jobs
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Compare different customer service agents
Customer service agent vs. Customer associate
A customer associate is responsible for providing the best customer service by assisting the customers with their inquiries and concerns, as well as resolving their complaints, processing replacements, and issuing refunds as needed. Customer associates also sell products and services to the customers, demonstrating product features, and identifying business opportunities to drive more revenues and profits for the business. They must have excellent communication and organizational skills to process orders and payments timely and accurately.
There are some key differences in the responsibilities of each position. For example, customer service agent responsibilities require skills like "check-in," "reservations," "quality standards," and "customer loyalty." Meanwhile a typical customer associate has skills in areas such as "sales floor," "phone calls," "stock merchandise," and "customer retention." This difference in skills reveals the differences in what each career does.
Customer associates tend to make the most money working in the telecommunication industry, where they earn an average salary of $33,698. In contrast, customer service agents make the biggest average salary, $28,862, in the technology industry.The education levels that customer associates earn slightly differ from customer service agents. In particular, customer associates are 0.1% less likely to graduate with a Master's Degree than a customer service agent. Additionally, they're 0.1% more likely to earn a Doctoral Degree.Customer service agent vs. Customer care representative
A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that customer service agent responsibilities requires skills like "check-in," "reservations," "inbound calls," and "credit card payments." But a customer care representative might use other skills in their typical duties, such as, "work ethic," "strong work ethic," "data entry," and "excellent organizational."
Customer care representatives earn a higher average salary than customer service agents. But customer care representatives earn the highest pay in the automotive industry, with an average salary of $35,440. Additionally, customer service agents earn the highest salaries in the technology with average pay of $28,862 annually.customer care representatives earn similar levels of education than customer service agents in general. They're 0.0% more likely to graduate with a Master's Degree and 0.1% less likely to earn a Doctoral Degree.Customer service agent vs. Customer care specialist
A customer care specialist is responsible for assisting the customers with their inquiries and concerns regarding the goods and services offered by the organization. A customer care specialist must be detail-oriented, as well as have excellent communication and time-management skills in responding to the customers' needs while documenting the processes on a specific computer program. Customer care specialists are responsible for processing payments, replacing defective items, and initiating refunds as needed. They must resolve complaints accurately and efficiently to ensure customer satisfaction to keep a good reputation for the organization.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a customer service agent is likely to be skilled in "check-in," "reservations," "inbound calls," and "credit card payments," while a typical customer care specialist is skilled in "data entry," "inbound phone calls," "credit card," and "health insurance."
Customer care specialists make a very good living in the insurance industry with an average annual salary of $34,400. On the other hand, customer service agents are paid the highest salary in the technology industry, with average annual pay of $28,862.customer care specialists typically earn similar educational levels compared to customer service agents. Specifically, they're 0.4% more likely to graduate with a Master's Degree, and 0.0% more likely to earn a Doctoral Degree.Customer service agent vs. Customer care associate
A customer care associate's role focuses on providing customer support and service, ensuring optimal services and client satisfaction. Their responsibilities typically revolve around assisting walk-in customers by answering inquiries, offering recommendations or alternatives, and informing them of any promos or discounts. It is essential to devise strategies to identify customer needs, providing them as needed. Furthermore, a customer care associate may answer inquiries made through calls or correspondence, make reservations, handle complaints or concerns, and resolve them according to the company's policies and regulations.
Types of customer service agent
Updated January 8, 2025
