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Deal with People
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:
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.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.
Average Length of Employment
Top Careers Before Customer Service Representative
Top Careers After Customer Service Representative
Hispanic or Latino13.2%
Black or African American0.5%
Customer Service Representative
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University of Phoenix26.6%
Southern New Hampshire University4.5%
American InterContinental University4.4%
Houston Community College4.4%
Ultimate Medical Academy - Clearwater4.0%
Miami Dade College3.9%
Grand Canyon University3.7%
Central Piedmont Community College2.8%
University of Central Florida2.8%
Middle Tennessee State University2.7%
Pima Community College2.7%
Columbus State Community College2.6%
Georgia State University2.6%
Customer Service Representative
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|Job Title||Company||Location||Start Date||Salary|
|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||Waylink, Inc.||San Gabriel, CA||Jan 09, 2016||$60,000|
|Customer Service Representatives||Dental Office of Scott S Yoo DDS Inc.||San Francisco, CA||Dec 01, 2017||$57,907|
|Customer Service Representatives||Motek Team, Inc.||San Diego, CA||Apr 07, 2017||$48,000|
|Customer Service Representative||Trans Cosmos America, Inc.||Gardena, CA||Jan 24, 2017||$48,000|
|Claims CSR||Firstline General Agency, Inc.||Los Angeles, CA||Feb 13, 2017||$46,779|
|Customer Service Representatives||Matsuyama Restaurant||Lodi, CA||Jun 16, 2011||$46,030|
|Customer Service Representative||Metro Digital Inc.||Santa Ana, CA||Jan 31, 2018||$46,000|
|Customer Service Representative||Metro Advertising Inc.||Santa Ana, CA||Jan 31, 2018||$46,000|
|Customer Service Representatives||Fulfillment Corp. of America||Brea, CA||Jun 04, 2014||$45,864|
|Customer Service Representative||Sung Koo Kim, DDS, Inc.||Rowland Heights, CA||May 24, 2018||$45,448|
|Customer Service Representative||Cyagen Biosciences, Inc.||Santa Clara, CA||May 20, 2014||$45,000|
|Customer Service Representative||Elvira Ocean Air||Los Angeles, CA||Jun 06, 2017||$45,000|
|Customer Service Representative||Windows and Things Corp||Parksdale, CA||Dec 27, 2017||$45,000|
|Customer Service Representative||Precious Accessories, Inc.||Los Angeles, CA||Apr 03, 2016||$44,450|
|Customer Service Representative||Woongjin Coway USA Inc.||Los Angeles, CA||Jul 13, 2015||$44,450|
|Customer Service Representatives||Best Cellular Distributor, Inc.||CA||May 08, 2014||$44,262|
|Customer Service Representative||J&J Financial Insurance Service, Inc.||Los Angeles, CA||Aug 11, 2015||$43,971|
|Customer Service Representative||Keshav Management, Inc.||San Diego, CA||May 19, 2010||$42,000|
|Customer Service Representatives||Ennovage||Yorba Linda, CA||Jul 11, 2016||$42,000 -
|Customer Service Representative||Royal India Spiceland||CA||Nov 02, 2010||$41,427|
|Customer Service Representatives||Ennovage||Yorba Linda, CA||Jul 11, 2016||$40,697 -
|Customer Service Representatives||Just Cellular Inc.||CA||May 05, 2009||$40,070|
|Customer Service Representative||Just Cellular, Inc.||CA||Mar 01, 2010||$40,070|
|Customer Service Representative||SL Logix, Inc.||Cypress, CA||Mar 14, 2017||$40,040|
|Customer Service Representative||Vinai Wholesale||Sacramento, CA||Feb 12, 2015||$39,382|
|Customer Service Representative||Just Cellular, Inc.||CA||Oct 23, 2008||$38,881|
|Customer Service Representative||Design Guild Moulding||CA||Aug 30, 2010||$38,881|
|Customer Service Representative||Just Cellular, Inc.||CA||Sep 23, 2008||$38,881|
|Customer Service Representative||Dess, Inc.||Los Angeles, CA||May 25, 2016||$38,147|
|Customer Service Representative||Ice Clothing, Inc.||Los Angeles, CA||Jan 06, 2016||$38,147|
|Customer Service Representative||Offline, Inc.||Los Angeles, CA||Nov 19, 2015||$38,022|
|Customer Service Representative||Double Zero, Inc.||Vernon, CA||Sep 22, 2015||$38,022|
|Customer Service Representative||San Diego Valve and Fitting Company, Inc.||San Diego, CA||Jan 15, 2010||$38,000 -
|Customer Service Representatives||CAS Corporation, Ny Branch||East Rancho Dominguez, CA||Feb 25, 2013||$37,731|
|Customer Service Representatives||CAS Corporation, Ny Branch||East Rancho Dominguez, CA||Sep 09, 2014||$37,731|
|Customer Service Representative||Latulle Corp.||Los Angeles, CA||Jul 23, 2015||$37,606|
|Customer Service Representative-Bilingual||Thegoodface, LLC||Santa Clara, CA||Sep 01, 2015||$36,712|
|Customer Service Representative||Ace Casino & Games Inc.||Corona, CA||Oct 11, 2016||$36,670|
|Customer Service Representative||J and S Hospitality, Inc.||Palm Desert, CA||Nov 12, 2015||$35,922|
|Customer Service Representative||Precision Door Service||La Verne, CA||Jul 02, 2010||$35,709|
|Event Customer Service||American Wellness Inc.||Westminster, CA||Mar 09, 2018||$35,000 -
|Customer Service Representative-Bilingual||JJ Auto, Inc.||Buena Park, CA||Nov 25, 2015||$34,299|
|Customer Service Representative-Bilingual||JJ Auto, Inc.||Buena Park, CA||May 20, 2016||$34,299|
|Front Store Customer Service Representative||Southern California Crown Marketplace Inc.||Mission Viejo, CA||Feb 23, 2018||$32,300|
|Customer Service Representative||Joker Party Supply||Los Angeles, CA||Mar 16, 2018||$32,000|
|Customer Service Representative||The Family Daycare Services, LLC||CA||Sep 15, 2011||$31,827|
|Customer Service Representative||Golden State Imports||Paramount, CA||Dec 29, 2015||$31,595|
|Customer Service Representative||Trim Depot, Inc.||Los Angeles, CA||Jul 08, 2015||$30,430|
|Customer Service Representative||Seven Corners Insurance Solutions, Inc.||El Segundo, CA||Sep 08, 2014||$29,286|
|Customer Service Representative||Seven Corners Insurance Solutions, Inc.||Torrance, CA||Apr 08, 2015||$29,286|
|Customer Service Representatives||JS Alliance Corp||Yorba Linda, CA||Apr 28, 2017||$28,059|
|Customer Service Representative||Seo & Yi Corporation DBA Total Merchant Services, Also DBA Global Payment Systems||Los Angeles, CA||Apr 06, 2011||$27,861|
|Customer Service Representative||H.I.S. International Tours (L.A.), Incorporated||Gardena, CA||Mar 24, 2008||$27,861|
|Customer Service Representative||Seven Corners Insurance Solutions Inc.||Torrance, CA||Aug 26, 2017||$27,789|
|Translator, Customer Service Representative||Lozano & Associates Ayuda||Oxnard, CA||Aug 04, 2011||$27,131 -
|Customer Service Representative||Pol Clothing, Inc.||Los Angeles, CA||Jun 21, 2018||$26,000|
|Customer Service Representative||Verwes Bank Deel||San Diego, CA||Mar 23, 2015||$25,733|
|Customer Service Representative||Mejoong Corp.||Los Angeles, CA||May 17, 2016||$25,542|
|Customer Service Representative||Startee Apparel, Inc.||Santa Fe Springs, CA||Jan 11, 2018||$25,522|
|Customer Service Representative||&TV Communications, Inc.||Los Angeles, CA||Feb 12, 2018||$25,522|
|Customer Service Representatives||DNJ Apparel Corp.||Los Angeles, CA||Sep 18, 2017||$25,522|
|Customer Service Representative||&TV Communications, Inc.||Los Angeles, CA||Jun 12, 2017||$25,522|
|Customer Service Representative||B-Sharp Collection, Inc.||Los Angeles, CA||Oct 15, 2015||$25,168|
|Customer Service Representative||W & M Enterprises, Inc.||Los Angeles, CA||Jan 19, 2016||$25,168|
|Customer Service Representative||Caspian Jewelry Inc.||Los Angeles, CA||Aug 07, 2012||$24,700|
|Customer Service Representative||B.R. News.Ppr, Dist, Inc.||Mission Viejo, CA||Aug 31, 2010||$24,627|
|Customer Service Representative||Discounts Online Inc.||Los Angeles, CA||Mar 16, 2010||$23,124|
|Customer Service Representative||H.I.S. International Tours (L.A.), Incorporated||Los Angeles, CA||Feb 25, 2008||$21,538|
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