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Working As A Customer Service Desk

  • 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

  • $36,000

    Average Salary

What Does A Customer Service Desk 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 Desk

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 Desk Career Paths

Customer Service Desk
Office Assistant Executive Assistant Office Manager
General Manager
6 Yearsyrs
Office Assistant Accounts Payable Clerk Accountant
Accounting Manager
7 Yearsyrs
Office Assistant Executive Assistant Assistant Manager
Account Manager
5 Yearsyrs
Teller Bookkeeper Accountant
Finance Manager
7 Yearsyrs
Teller Service Representative Account Executive
Senior Account Manager
7 Yearsyrs
Teller Loan Officer Account Executive
Sales And Marketing Manager
6 Yearsyrs
Certified Nursing Assistant Team Leader Assistant Manager
Assistant General Manager
5 Yearsyrs
Certified Nursing Assistant Team Leader Office Manager
Business Manager
6 Yearsyrs
Certified Nursing Assistant Team Leader Account Manager
Sales Account Manager
6 Yearsyrs
Medical Assistant Specialist Consultant
Information Technology Manager
7 Yearsyrs
Medical Assistant Patient Care Coordinator Office Manager
Business Office Manager
7 Yearsyrs
Medical Assistant Specialist Account Executive
Relationship Manager
6 Yearsyrs
Waitress Teacher Coordinator
Senior Administrative Coordinator
6 Yearsyrs
Waitress Personal Assistant Executive Assistant
Administrative Manager
6 Yearsyrs
Waitress Specialist Customer Service Supervisor
Call Center Manager
6 Yearsyrs
Hostess Delivery Driver Foreman
Business Owner
6 Yearsyrs
Hostess Coach Customer Service Supervisor
Customer Care Supervisor
5 Yearsyrs
Assistant Consultant Assistant Manager
Center Manager
6 Yearsyrs
Assistant Consultant Account Manager
Client Services Manager
7 Yearsyrs
Bank Teller Sales Consultant Wireless Consultant
Solution Specialist
5 Yearsyrs
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Average Length of Employment
Service Associate 2.2 years
Customer Associate 1.9 years
Top Careers Before Customer Service Desk
Cashier 28.4%
Internship 3.5%
Server 3.4%
Manager 2.4%
Volunteer 2.3%
Waitress 2.1%
Hostess 2.0%
Supervisor 1.7%
Assistant 1.7%
Top Careers After Customer Service Desk
Cashier 18.1%
Server 4.4%
Teller 2.9%
Internship 2.7%
Manager 2.7%
Supervisor 1.9%

Do you work as a Customer Service Desk?

Average Yearly Salary
$36,000
Show Salaries
$24,000
Min 10%
$36,000
Median 50%
$36,000
Median 50%
$36,000
Median 50%
$36,000
Median 50%
$36,000
Median 50%
$36,000
Median 50%
$36,000
Median 50%
$52,000
Max 90%
Best Paying Company
NTT Data International
Highest Paying City
Newark, NJ
Highest Paying State
Massachusetts
Avg Experience Level
2.3 years
How much does a Customer Service Desk make at top companies?
The national average salary for a Customer Service Desk in the United States is $36,059 per year or $17 per hour. Those in the bottom 10 percent make under $24,000 a year, and the top 10 percent make over $52,000.

The largest raises come from changing jobs.

See what's out there.

Top Skills for A Customer Service Desk

  1. Customer Service
  2. Service Desk
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Utilize multiple professional experience assisting customers in all facets of customer service resolution in a fast paced retail environment.
  • Cashier Customer Service Desk Supervisor Responsible for retail inventory and stocking 7 Generated POS reports daily via proprietary software
  • Respond to application pages/emails/phone calls/Instant Communicator chat requests.
  • Received cash, checks and completed credit card transactions as well as credit card applications and cashed payroll checks.
  • Front Desk Reception and Customer Service, Special Events Coordination, Membership Sales and equipment inventory management

Rank:

Average Salary:

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Top 10 Best States for Customer Service Desks

  1. West Virginia
  2. Delaware
  3. Rhode Island
  4. Wisconsin
  5. Wyoming
  6. New Jersey
  7. New Hampshire
  8. Connecticut
  9. North Dakota
  10. New York
  • (438 jobs)
  • (309 jobs)
  • (300 jobs)
  • (1,880 jobs)
  • (273 jobs)
  • (2,558 jobs)
  • (673 jobs)
  • (811 jobs)
  • (244 jobs)
  • (3,613 jobs)

Customer Service Desk Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 11,456 Customer Service Desk resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Customer Service Desk Resume

View Resume Examples

Customer Service Desk Demographics

Gender

Female

66.6%

Male

28.5%

Unknown

5.0%
Ethnicity

White

61.6%

Hispanic or Latino

18.0%

Black or African American

10.7%

Asian

6.2%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

69.9%

French

6.4%

Russian

2.4%

German

2.4%

Portuguese

2.1%

Polish

1.9%

Italian

1.6%

Chinese

1.6%

Japanese

1.6%

Arabic

1.6%

Vietnamese

1.3%

Korean

1.3%

Tagalog

1.1%

Swedish

0.8%

Mandarin

0.8%

Hmong

0.8%

Thai

0.8%

Romanian

0.5%

Hebrew

0.5%

Ukrainian

0.5%
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Customer Service Desk Education

Schools

Kaplan University

10.9%

Miami Dade College

8.2%

Everest Institute

6.4%

Strayer University

6.0%

Ashford University

5.2%

Harrisburg Area Community College - Harrisburg

4.9%

Monroe Community College

4.9%

Ohio State University

4.5%

Pennsylvania State University

4.5%

Sinclair Community College

4.1%

Community College of Rhode Island

4.1%

University of Wisconsin - Milwaukee

4.1%

Florida International University

4.1%

Baker College

4.1%

Keiser University

4.1%

Kent State University

4.1%

Northern Virginia Community College

4.1%

Salt Lake Community College

4.1%

Columbus State Community College

3.7%

Georgia Perimeter College

3.7%
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Majors

Business

23.2%

Health Care Administration

7.4%

Medical Assisting Services

6.9%

Psychology

6.5%

General Studies

6.4%

Criminal Justice

5.6%

Nursing

5.2%

Accounting

4.9%

Communication

4.0%

Liberal Arts

3.9%

Information Technology

3.7%

Computer Science

3.1%

Cosmetology

3.0%

Education

2.8%

Biology

2.5%

Management

2.5%

English

2.3%

Kinesiology

2.3%

Marketing

1.9%

Elementary Education

1.9%
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Degrees

High School Diploma

35.0%

Bachelors

26.7%

Associate

20.9%

Certificate

7.5%

Diploma

6.5%

Masters

2.3%

License

0.9%

Doctorate

0.2%
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Updated May 18, 2020