Deal with People
Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.
Customer service representatives typically do the following:
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.
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.
Customer service representatives typically need a high school diploma.
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.
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.
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.
|Job Title||Company||Location||Start Date||Salary|
|Customer Service Representative||Siemens Energy, Inc.||Houston, TX||Dec 12, 2016||$106,971|
|Customer Service Representative||Fair Health, Inc.||New York, NY||Apr 09, 2012||$85,000|
|Customer Service Representatives||Verizon Communications Inc., & All Its Subsidiaries & Affiliates||New York, NY||Jan 21, 2014||$75,666|
|Customer Service Representative||Ajinomoto USA Inc.||Fort Lee, NJ||Jan 07, 2011||$70,075|
|Software Engineer/Customer Service Representative||Wildlife Management Services||Brooklyn Park, MN||Sep 19, 2016||$68,871 -
|Software Engineer/Customer Service Representative||Wildlife Management Services||Brooklyn Park, MN||Oct 08, 2016||$68,871 -
|Technical Customer Service Representative||Harbor Packaging, Inc.||Poway, CA||May 31, 2011||$67,000|
|Customer Service Representative||Hewlett-Packard Company||San Francisco, CA||Sep 12, 2012||$64,252 -
|Customer Service Representatives||Jinfonet Software Inc.||Rockville, MD||Oct 01, 2015||$64,000|
|Customer Service Representative||Clarabridge, Inc.||Reston, VA||Apr 09, 2016||$63,814 -