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Become A Customer Service Technician

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Working As A Customer Service Technician

  • 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 Technician 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 Technician

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 Technician jobs

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Customer Service Technician Career Paths

Customer Service Technician
Technical Support Technician Technical Support Specialist Specialist
Account Manager
5 Yearsyrs
Computer Technician Technician Service Advisor
Assistant Service Manager
6 Yearsyrs
Service Technician Service Manager Office Manager
Billing Manager
7 Yearsyrs
Security Officer Driver Call Center Representative
Call Center Manager
6 Yearsyrs
Service Representative Customer Care Representative Customer Account Representative
Customer Account Manager
5 Yearsyrs
Office Manager Service Representative Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Delivery Driver Service Writer Assistant Service Manager
Customer Relations Manager
5 Yearsyrs
Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Service Technician Operations Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Technician Operations Manager Account Executive
Office Manager
5 Yearsyrs
Field Service Technician Project Manager General Manager
Owner/Operator
6 Yearsyrs
Technical Support Specialist Systems Analyst Business Analyst
Product Manager
7 Yearsyrs
Field Service Technician Service Manager Account Manager
Sales Account Manager
6 Yearsyrs
Technician Specialist Account Manager
Sales Manager
5 Yearsyrs
Account Manager Sales Consultant Senior Sales Representative
Senior Representative
5 Yearsyrs
Technical Support Technician Technician Service Technician
Service Manager
7 Yearsyrs
Computer Technician Service Technician Equipment Operator
Service Supervisor
6 Yearsyrs
Account Manager Technical Support Specialist Support Supervisor
Support Manager
6 Yearsyrs
Office Manager Account Manager Technical Support Specialist
Support Supervisor
5 Yearsyrs
Security Officer Operator Operation Supervisor
Team Manager
5 Yearsyrs
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Average Length of Employment
Service Technician 3.3 years
Customer Liaison 3.1 years
Service Dispatcher 2.9 years
Technician 2.6 years
Service Associate 2.1 years
Representative 2.1 years
Customer Agent 2.0 years
Service Agent 2.0 years
Customer Assistant 1.9 years
Customer Advisor 1.9 years
Support Agent 1.9 years
Customer Associate 1.8 years
Home Agent 1.7 years
Junior Technician 1.6 years
Top Employers Before
Cashier 8.2%
Technician 3.5%
Manager 3.5%
Internship 2.4%
Top Employers After
Cashier 5.6%
Technician 4.2%
Manager 3.4%
Supervisor 2.6%

Customer Service Technician Demographics

Gender

Male

56.2%

Female

42.0%

Unknown

1.8%
Ethnicity

White

78.4%

Hispanic or Latino

12.8%

Asian

6.6%

Unknown

1.6%

Black or African American

0.6%
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Languages Spoken

Spanish

66.6%

French

7.3%

German

2.9%

Russian

2.6%

Portuguese

2.3%

Hindi

1.8%

Carrier

1.8%

Italian

1.8%

Japanese

1.8%

Arabic

1.8%

Korean

1.6%

Chinese

1.6%

Mandarin

1.0%

Swedish

0.8%

Vietnamese

0.8%

Cantonese

0.8%

Tagalog

0.8%

Urdu

0.8%

Gujarati

0.5%

Bengali

0.5%
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Customer Service Technician Education

Schools

University of Phoenix

29.5%

Ashford University

6.2%

Strayer University

6.1%

Liberty University

5.5%

Southern New Hampshire University

4.9%

Kaplan University

4.2%

Community College of the Air Force

4.1%

American InterContinental University

3.9%

El Paso Community College

3.8%

Tulsa Community College

3.3%

Houston Community College

3.2%

Pima Community College

3.0%

Broward College

2.9%

Northern Virginia Community College

2.9%

Monroe Community College

2.9%

Utah State University

2.8%

Colorado Technical University

2.8%

Greenville Technical College

2.8%

Tidewater Community College

2.6%

Mesa Community College - Boswell

2.6%
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Majors

Business

26.7%

Computer Science

6.9%

Information Technology

6.0%

Electrical Engineering

5.6%

Criminal Justice

5.3%

Psychology

4.5%

General Studies

4.3%

Computer Information Systems

4.3%

Health Care Administration

4.0%

Accounting

3.8%

Computer Networking

3.6%

Communication

3.4%

Electrical Engineering Technology

3.4%

Medical Assisting Services

3.2%

Management

2.7%

Education

2.7%

Nursing

2.5%

Liberal Arts

2.3%

Graphic Design

2.3%

Marketing

2.3%
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Degrees

Other

36.9%

Bachelors

28.3%

Associate

19.1%

Certificate

6.4%

Masters

6.2%

Diploma

2.5%

License

0.5%

Doctorate

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Customer Service Technician

CustomerServiceSkillsInternetTroubleShootingTelephoneHardwareTechnicalSupportPhoneCallsTechnicalIssuesVerizonEnsureCustomerSatisfactionDataEntryInboundCallsWindowsXPDeliveryCellPhonesCustomerSupportSetupCustomerInquiriesTServiceCalls

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Top Customer Service Technician Skills

  1. Customer Service Skills
  2. Internet
  3. Trouble Shooting
You can check out examples of real life uses of top skills on resumes here:
  • Developed specifically honed customer service skills needed for assisting customers in escalated situations due to hardware malfunctions of their cellular devices.
  • Provide commercial/residential customers with quality Telephone, High Speed Internet Connectivity, and Dish Satellite Service.
  • Assisted customers with trouble shooting on cellular phones.
  • Use questioning and listening skills that support effective telephone communication.
  • Determine cause and resolution of operating system, hardware, and network issues.

Top Customer Service Technician Employers

Customer Service Technician Videos

Job Shadowing: HVAC Technician-Intern Partnership, A Day in the Life of a HVAC Technician

Career Advice on becoming a Laboratory Technician by Katherine G (Full Version)

A Day in the Life of a Crown Service Technician: Mike in Sacramento, California

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