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Become A Customer Service Professional

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Working As A Customer Service Professional

  • 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

  • $67,898

    Average Salary

What Does A Customer Service Professional 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 Professional

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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Do you work as a Customer Service Professional?

Customer Service Professional Jobs

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Customer Service Professional Career Paths

Customer Service Professional
Security Officer Technician Specialist
Account Manager
5 Yearsyrs
Office Manager Accounts Payable Clerk Staff Accountant
Accounting Manager
8 Yearsyrs
Customer Care Representative Driver Night Auditor
Assistant General Manager
5 Yearsyrs
Home Health Aid Technician Service Advisor
Assistant Service Manager
5 Yearsyrs
Account Manager Account Executive Office Manager
Business Office Manager
8 Yearsyrs
Account Representative Territory Manager Account Manager
Client Services Manager
7 Yearsyrs
Customer Care Representative Retail Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Service Representative Account Executive Sales Manager
Director Of Sales
10 Yearsyrs
Call Center Representative Call Center Manager Customer Support Manager
Manager, Custom Support And Services
5 Yearsyrs
Specialist Operations Manager General Manager
Regional Manager
8 Yearsyrs
Service Representative Specialist Account Manager
Regional Sales Manager
9 Yearsyrs
Home Health Aid Security Officer Account Manager
Relationship Manager
6 Yearsyrs
Specialist Security Officer Account Manager
Sales Account Manager
6 Yearsyrs
Technician Specialist Account Manager
Sales And Marketing Manager
6 Yearsyrs
Office Manager Account Manager Account Executive
Sales Manager
5 Yearsyrs
Account Representative Service Representative Account Executive
Sales/Marketing
5 Yearsyrs
Security Officer Account Manager
Senior Account Manager
7 Yearsyrs
Technician Service Manager General Manager
Territory Manager
7 Yearsyrs
Account Manager Sales Manager
Territory Sales Manager
7 Yearsyrs
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Do you work as a Customer Service Professional?

Help others decide if this is a good career for them

Average Length of Employment
Top Employers Before
Cashier 10.7%
Teller 6.3%
Internship 2.8%
Server 2.6%
Manager 2.4%
Supervisor 2.0%
Secretary 2.0%
Specialist 1.9%
Top Employers After
Cashier 7.1%
Teller 5.6%
Internship 3.3%
Specialist 2.9%
Server 2.6%
Manager 2.4%
Supervisor 2.0%

Do you work as a Customer Service Professional?

Customer Service Professional Demographics

Gender

Female

71.6%

Male

26.8%

Unknown

1.6%
Ethnicity

White

63.0%

Hispanic or Latino

14.6%

Black or African American

12.4%

Asian

6.6%

Unknown

3.5%
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Languages Spoken

Spanish

64.0%

French

5.0%

Chinese

2.9%

German

2.9%

Japanese

2.9%

Carrier

2.9%

Urdu

2.9%

Swedish

2.2%

Portuguese

2.2%

Mandarin

2.2%

Russian

1.4%

Hindi

1.4%

Arabic

1.4%

Italian

1.4%

Zulu

0.7%

Gujarati

0.7%

Bosnian

0.7%

Cantonese

0.7%

Hmong

0.7%

Korean

0.7%
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Customer Service Professional Education

Schools

University of Phoenix

28.6%

Strayer University

5.7%

University of North Carolina at Greensboro

5.4%

Ashford University

5.1%

Southern New Hampshire University

5.1%

American InterContinental University

4.6%

Winston-Salem State University

4.1%

Grand Rapids Community College

4.1%

Liberty University

3.8%

Kaplan University

3.8%

Forsyth Technical Community College

3.2%

Walden University

3.2%

North Carolina Central University

3.2%

Wake Technical Community College

3.0%

University of Cincinnati

3.0%

Capella University

3.0%

Amarillo College

3.0%

Grand Canyon University

3.0%

Florida State University

2.7%

Wayne State University

2.4%
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Majors

Business

30.5%

Health Care Administration

8.0%

Psychology

6.9%

Criminal Justice

6.7%

Accounting

6.2%

Communication

4.3%

General Studies

3.8%

Nursing

3.5%

Management

3.4%

Medical Assisting Services

3.2%

Human Resources Management

2.9%

Education

2.7%

Computer Science

2.6%

Information Technology

2.6%

Computer Information Systems

2.5%

Marketing

2.2%

Finance

2.2%

Liberal Arts

2.0%

English

1.9%

Political Science

1.9%
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Degrees

Bachelors

34.2%

Other

32.2%

Associate

15.7%

Masters

8.5%

Certificate

6.4%

Diploma

2.2%

License

0.5%

Doctorate

0.3%
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How Would You Rate The Salary Of a Customer Service Professional?

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Top Skills for A Customer Service Professional

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  1. Customer Service
  2. Phone Calls
  3. Foundational Customer Inquiries
You can check out examples of real life uses of top skills on resumes here:
  • Educated, implemented, monitored Diamond Standard Customer Service Program across various departments.
  • Identified potential business opportunities through phone calls.
  • Utilize probing and creative problem solving methods to resolve foundational customer inquiries on first contact.
  • Advanced data entry skills and computer navigation while simultaneously demonstrating strong interpersonal skills with members.
  • Provide expert technical guidance and support to internal and external customers including Customer Service and Technical Support employees.

How Would You Rate Working As a Customer Service Professional?

Are you working as a Customer Service Professional? Help us rate Customer Service Professional as a Career.

Top Customer Service Professional Employers

Jobs From Top Customer Service Professional Employers

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