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Become A Customer Support Agent

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Working As A Customer Support Agent

  • 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 Support Agent 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 Support Agent

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 Support Agent jobs

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Average Length of Employment
Customer Liaison 3.1 years
Agent 2.1 years
Representative 2.1 years
Customer Agent 2.0 years
Service Agent 2.0 years
Customer Assistant 1.9 years
Career Agent 1.9 years
Support Agent 1.9 years
Customer Advisor 1.9 years
Customer Associate 1.8 years
Home Agent 1.7 years
Billing Agent 1.7 years
Transfer Agent 1.7 years
Contact Agent 1.4 years
Call Center Agent 1.3 years
Phone Agent 1.2 years
Call Agent 1.0 years
Top Employers Before
Cashier 10.7%
Internship 3.3%
Manager 2.5%
Agent 2.3%
Supervisor 2.3%
Top Employers After
Cashier 4.0%
Agent 2.7%
Server 2.4%

Customer Support Agent Demographics

Gender

Female

52.5%

Male

45.2%

Unknown

2.3%
Ethnicity

White

78.8%

Hispanic or Latino

12.5%

Asian

6.3%

Unknown

1.7%

Black or African American

0.7%
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Languages Spoken

Spanish

54.0%

French

18.0%

Portuguese

8.0%

Chinese

4.0%

Mandarin

4.0%

Arabic

4.0%

German

2.0%

Romanian

2.0%

Dutch

2.0%

Korean

2.0%
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Customer Support Agent Education

Schools

University of Phoenix

17.7%

Utah Valley University

11.5%

Salt Lake Community College

7.3%

Brigham Young University

5.2%

Florida State College at Jacksonville

5.2%

Valencia College

4.2%

University of Texas at Austin

4.2%

Austin Community College

4.2%

The Community College of Baltimore County

4.2%

University of Idaho

4.2%

Kaplan University

4.2%

University of North Texas

3.1%

University of Nevada - Las Vegas

3.1%

Middle Tennessee State University

3.1%

Arizona State University

3.1%

Temple University

3.1%

Essex County College

3.1%

Pennsylvania State University

3.1%

San Diego State University

3.1%

American InterContinental University

3.1%
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Majors

Business

25.4%

Computer Information Systems

7.6%

Computer Science

6.8%

Communication

6.3%

Psychology

6.3%

Information Technology

5.8%

Criminal Justice

5.0%

Accounting

5.0%

General Studies

4.2%

Health Care Administration

4.2%

English

3.1%

Nursing

2.9%

Management

2.6%

Marketing

2.6%

Computer Networking

2.6%

Education

2.1%

Graphic Design

2.1%

Legal Support Services

1.8%

Liberal Arts

1.8%

Finance

1.8%
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Degrees

Bachelors

37.3%

Other

30.7%

Associate

17.6%

Certificate

5.6%

Masters

5.4%

Diploma

1.8%

License

1.0%

Doctorate

0.7%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Customer Support Agent

CustomerSupportTechnicalSupportEmailSupportInternetHardwareIssuesTechnicalIssuesInboundPhoneCallsTroubleShootingCustomerSatisfactionCreditCardCustomerInquiriesCustomerAccountsCustomerCallsWindowsOutboundCallsTCRMCustomerComplaintsCustomerInformationMicrosoftXbox

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Top Customer Support Agent Skills

  1. Customer Support
  2. Technical Support
  3. Email Support
You can check out examples of real life uses of top skills on resumes here:
  • Understand the nature of user issues, interpret the complexities and escalate as appropriate to customer support and operations team members.
  • Provided remote technical support and instruction to customers.
  • Moved from email support to phone support after 2 weeks Provide Email Support Service to customers.
  • Provide customer care and technical support to broadband internet customers.
  • Use of Drop Ship system to provide clients with self install replacement components to correct client hardware issues.

Top Customer Support Agent Employers

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