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Become A Customer Service Desk

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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

  • $31,720

    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 jobs

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Customer Service Desk Career Paths

Customer Service Desk
Hostess Specialist
Account Manager
5 Yearsyrs
Security Officer Night Auditor Front Desk Supervisor
Assistant General Manager
5 Yearsyrs
Bank Teller Personal Banker
Branch Manager
6 Yearsyrs
Medical Assistant Front Desk Coordinator Office Manager
Business Office Manager
8 Yearsyrs
Call Center Representative Call Center Supervisor
Call Center Manager
6 Yearsyrs
Office Manager General Manager
District Manager
7 Yearsyrs
Bookkeeper Accountant Finance Analyst
Finance Manager
7 Yearsyrs
Office Manager Operations Manager
General Manager
7 Yearsyrs
Bookkeeper Operations Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Home Health Aid Patient Care Technician Medical Assistant
Office Manager
5 Yearsyrs
Call Center Representative Security Officer Account Manager
Product Manager
7 Yearsyrs
Home Health Aid Licensed Practical Nurse Case Manager
Program Manager
8 Yearsyrs
Bank Teller Office Manager
Property Manager
6 Yearsyrs
Security Officer Technical Support Specialist Quality Assurance Analyst
Quality Assurance Manager
9 Yearsyrs
Front Desk Clerk Night Auditor General Manager
Regional Manager
8 Yearsyrs
Crew Member Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Crew Member General Manager Account Executive
Sales And Marketing Manager
6 Yearsyrs
Hostess Office Manager Account Manager
Sales Manager
5 Yearsyrs
Medical Assistant Technician Service Technician
Service Manager
7 Yearsyrs
Front Desk Clerk Home Health Aid Warehouse Associate
Warehouse Manager
5 Yearsyrs
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Average Length of Employment
Service Specialist 2.7 years
Desk Operator 2.1 years
Service Associate 2.1 years
Service Assistant 2.1 years
Customer Agent 2.0 years
Service Agent 2.0 years
Customer Assistant 1.9 years
Service Cashier 1.9 years
Customer Advisor 1.9 years
Customer Associate 1.8 years
Desk Attendant 1.6 years
Top Employers Before
Cashier 20.1%
Internship 3.9%
Server 3.2%
Manager 2.9%
Waitress 2.6%
Volunteer 2.6%
Hostess 2.0%
Top Employers After
Cashier 11.5%
Server 4.0%
Teller 3.0%
Manager 2.7%
Internship 2.4%
Supervisor 1.8%

Customer Service Desk Demographics

Gender

Female

72.2%

Male

26.1%

Unknown

1.7%
Ethnicity

White

78.1%

Hispanic or Latino

13.4%

Asian

6.4%

Unknown

1.5%

Black or African American

0.6%
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Languages Spoken

Spanish

71.4%

French

8.0%

Vietnamese

2.5%

Portuguese

2.0%

Russian

1.5%

Chinese

1.5%

Japanese

1.5%

Polish

1.5%

Arabic

1.5%

Swedish

1.0%

Mandarin

1.0%

Armenian

1.0%

Hebrew

1.0%

German

1.0%

Hindi

1.0%

Romanian

0.5%

Cheyenne

0.5%

Hmong

0.5%

Korean

0.5%

Ukrainian

0.5%
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Customer Service Desk Education

Schools

University of Phoenix

20.8%

Kaplan University

9.0%

Miami Dade College

6.3%

Southern New Hampshire University

4.7%

Northern Virginia Community College

4.7%

Arizona State University

4.3%

American InterContinental University

4.3%

Strayer University

4.3%

Mesa Community College - Boswell

3.9%

Ashford University

3.9%

Liberty University

3.9%

Everest Institute

3.5%

Florida State College at Jacksonville

3.5%

Broward College

3.5%

Greenville Technical College

3.5%

Central Piedmont Community College

3.1%

Middle Tennessee State University

3.1%

Salt Lake Community College

3.1%

University of Utah

3.1%

Palm Beach State College

3.1%
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Majors

Business

25.3%

Psychology

7.3%

Criminal Justice

6.7%

Health Care Administration

6.5%

Nursing

5.9%

Accounting

5.8%

General Studies

4.8%

Medical Assisting Services

4.6%

Communication

4.2%

Management

3.5%

Education

3.5%

Liberal Arts

3.1%

Computer Science

2.6%

English

2.5%

Biology

2.4%

Human Services

2.4%

Cosmetology

2.3%

Computer Information Systems

2.3%

Information Technology

2.1%

Kinesiology

2.1%
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Degrees

Other

39.8%

Bachelors

30.7%

Associate

17.6%

Certificate

4.5%

Masters

4.3%

Diploma

2.3%

License

0.8%

Doctorate

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Customer Service Desk

CustomerServiceSkillsServiceDeskCreditCardPaymentsFrontDeskPhoneCallsLotteryTicketsCustomerComplaintsDataEntryFrontEndCustomerSatisfactionNewMembersCustomerReturnsCustomerInquiriesGramCustomerIssuesCustomerQuestionsInternetSpecialOrdersPOSProcessMerchandiseReturns

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Top Customer Service Desk Skills

  1. Customer Service Skills
  2. Service Desk
  3. Credit Card Payments
You can check out examples of real life uses of top skills on resumes here:
  • Acquired more knowledge on customer service skills and was also taught several organizational skills to keep the office running smoothly.
  • Worked on cash register and service desk helping customers with purchases or exchanges of purchases.
  • Process customers returns, process internet orders, process credit card payments,
  • Assisted other front desk workers and head financial aid office personnel with tasks as needed.
  • Answered questions, phone calls, responsible for cashiers threw out the shift money drawers and cash box.

Top Customer Service Desk Employers

Customer Service Desk Videos

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