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Become A Customer Service Department

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Working As A Customer Service Department

  • 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

  • $32,802

    Average Salary

What Does A Customer Service Department 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 Department

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 Department jobs

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Customer Service Department Career Paths

Customer Service Department
Data Entry Associate Billing Specialist Specialist
Account Manager
5 Yearsyrs
Office Manager Accounts Payable Clerk Staff Accountant
Accounting Manager
7 Yearsyrs
Project Manager Program Manager General Manager
Area Manager
7 Yearsyrs
Account Executive Personal Banker Operation Supervisor
Assistant General Manager
5 Yearsyrs
Project Manager Construction Manager Operations Manager
Branch Manager
6 Yearsyrs
Account Executive Sales Consultant Call Center Representative
Call Center Manager
6 Yearsyrs
Account Manager Sales Manager General Manager
District Manager
7 Yearsyrs
Billing Specialist Accounts Receivable Specialist Accountant
Finance Manager
7 Yearsyrs
Office Manager Operations Manager
General Manager
7 Yearsyrs
Security Officer Account Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Security Officer Technician Service Manager
Office Manager
5 Yearsyrs
Account Manager Operations Manager
Operations Director
9 Yearsyrs
Data Entry Associate Office Manager
Operations Manager
7 Yearsyrs
Pharmacist Technician Office Manager
Property Manager
6 Yearsyrs
Pharmacist Technician Technician Operations Manager
Purchasing Manager
9 Yearsyrs
Human Resources Coordinator Specialist Account Manager
Regional Manager
8 Yearsyrs
Human Resources Coordinator Benefit Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Billing Specialist Specialist Account Manager
Sales Manager
5 Yearsyrs
Service Representative Account Manager
Senior Account Manager
7 Yearsyrs
Service Representative Account Executive
Territory Manager
7 Yearsyrs
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Average Length of Employment
Customer Liaison 3.1 years
Service Dispatcher 2.9 years
Service Person 2.8 years
Service Specialist 2.7 years
Service Writer 2.4 years
Service Associate 2.1 years
Customer Agent 2.0 years
Customer Assistant 1.9 years
Customer Advisor 1.9 years
Service Cashier 1.9 years
Customer Associate 1.8 years
Top Employers Before
Cashier 10.6%
Internship 3.7%
Manager 3.1%
Supervisor 2.9%
Secretary 2.5%
Server 2.1%
Clerk 2.0%
Top Employers After
Cashier 6.8%
Manager 3.9%
Supervisor 3.3%
Internship 2.6%
Server 2.6%
Teacher 2.3%
Secretary 2.2%

Customer Service Department Demographics

Gender

Female

62.1%

Male

35.5%

Unknown

2.5%
Ethnicity

White

75.2%

Hispanic or Latino

15.4%

Asian

7.3%

Unknown

1.5%

Black or African American

0.6%
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Languages Spoken

Spanish

53.3%

French

6.6%

Mandarin

5.6%

Chinese

5.1%

Russian

3.6%

Portuguese

3.6%

Arabic

3.6%

Hindi

3.0%

Italian

3.0%

Japanese

3.0%

Hebrew

2.0%

German

1.5%

Polish

1.5%

Nepali

1.0%

Tagalog

1.0%

Vietnamese

0.5%

Hmong

0.5%

Zulu

0.5%

Bosnian

0.5%

Norwegian

0.5%
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Customer Service Department Education

Schools

University of Phoenix

23.4%

Southern New Hampshire University

6.8%

Pennsylvania State University

6.3%

Miami Dade College

4.7%

Grand Canyon University

4.7%

Ashford University

4.2%

The Academy

4.2%

Monroe Community College

4.2%

University of Central Florida

4.2%

Florida International University

3.6%

Southern Connecticut State University

3.6%

University of Tennessee - Knoxville

3.6%

University of Massachusetts Amherst

3.6%

Central Connecticut State University

3.6%

Northeastern University

3.6%

University of Central Arkansas

3.1%

University of Northern Iowa

3.1%

Texas A&M University

3.1%

Santa Rosa Junior College

3.1%

Western Connecticut State University

3.1%
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Majors

Business

31.6%

Accounting

7.4%

Psychology

5.7%

Health Care Administration

5.5%

Criminal Justice

5.4%

General Studies

3.9%

Management

3.7%

Medical Assisting Services

3.6%

Education

3.5%

Communication

3.5%

Marketing

3.5%

Finance

3.0%

Liberal Arts

2.8%

English

2.8%

Nursing

2.8%

Graphic Design

2.8%

Computer Science

2.5%

Human Resources Management

2.1%

Computer Information Systems

2.0%

Sociology

1.8%
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Degrees

Bachelors

35.2%

Other

33.9%

Associate

14.3%

Masters

8.5%

Certificate

4.9%

Diploma

1.6%

Doctorate

1.1%

License

0.7%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Customer Service Department

DataEntryPhoneCallsServiceDepartmentCustomerComplaintsCustomerSatisfactionFrontEndPayrollSuperviseCustomerInquiriesMeatCustomerOrdersInternalDepartmentsWarrantyCustomerServiceIssuesServiceDeskSalesFloorCommunicationSkillsInboundCallsCustomerAccountsCompanyPolicies

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Top Customer Service Department Skills

  1. Data Entry
  2. Phone Calls
  3. Service Department
You can check out examples of real life uses of top skills on resumes here:
  • Arranged service dates for customers and performed filing and data entry for Customer Service Department.
  • Fielded customer phone calls and followed through ensuring a smooth transaction from order to close.
  • Worked in Customer Service Department collecting payments and handling delinquent accounts.
  • Supported implementation of call center scripting based on feedback from international customer complaints.
  • Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Top Customer Service Department Employers

Customer Service Department Videos

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