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Become A Customer Support Representative

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Working As A Customer Support Representative

  • 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 Support Representative 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 Representative

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 Support Representative?

Customer Support Representative Jobs

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Customer Support Representative Career Paths

Customer Support Representative
Support Representative Technical Support Specialist Specialist
Account Manager
5 Yearsyrs
Technical Support Specialist Project Manager Program Manager
Business Development Manager
9 Yearsyrs
Customer Care Representative Member Service Representative Office Manager
Business Office Manager
8 Yearsyrs
Customer Care Representative Technical Support Technician Account Manager
Client Services Manager
7 Yearsyrs
Customer Representative Customer Account Representative
Customer Account Manager
6 Yearsyrs
Inside Sales Representative Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Account Manager Sales Manager
Director Of Sales
10 Yearsyrs
Project Manager General Manager Account Executive
District Sales Manager
7 Yearsyrs
Technical Support Representative Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Customer Support Supervisor Customer Support Manager
Manager, Custom Support And Services
5 Yearsyrs
Customer Support Manager Project Manager Program Manager
Marketing Manager
5 Yearsyrs
Technical Support Specialist Systems Analyst Business Analyst
Product Manager
7 Yearsyrs
Account Executive Territory Manager Account Manager
Relationship Manager
6 Yearsyrs
Support Representative Service Representative Account Manager
Sales Account Manager
6 Yearsyrs
Account Manager Account Executive
Sales Manager
5 Yearsyrs
Account Executive Specialist Merchandiser
Sales/Marketing
5 Yearsyrs
Customer Support Manager Account Manager
Senior Account Manager
7 Yearsyrs
Technical Support Representative Technical Support Technician Technician
Service Manager
7 Yearsyrs
Project Manager Program Manager General Manager
Territory Manager
7 Yearsyrs
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Do you work as a Customer Support Representative?

Help others decide if this is a good career for them

Average Length of Employment
Top Employers Before
Cashier 7.1%
Teller 4.4%
Internship 3.8%
Manager 2.3%
Supervisor 1.9%
Top Employers After
Cashier 2.9%
Manager 2.8%

Do you work as a Customer Support Representative?

Customer Support Representative Demographics

Gender

Female

52.8%

Male

45.6%

Unknown

1.6%
Ethnicity

White

61.7%

Hispanic or Latino

16.5%

Black or African American

10.9%

Asian

7.3%

Unknown

3.7%
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Foreign Languages Spoken

Spanish

58.2%

French

10.2%

German

5.8%

Russian

3.3%

Portuguese

3.3%

Japanese

3.3%

Chinese

2.2%

Tagalog

1.8%

Italian

1.8%

Arabic

1.8%

Mandarin

1.5%

Carrier

1.5%

Hindi

1.1%

Korean

1.1%

Afrikaans

0.7%

Filipino

0.7%

Hebrew

0.7%

Vietnamese

0.4%

Romanian

0.4%

Shona

0.4%
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Customer Support Representative Education

Schools

University of Phoenix

27.3%

Strayer University

6.5%

Kaplan University

6.1%

Southern New Hampshire University

5.6%

Ashford University

5.0%

Grand Canyon University

4.5%

Arizona State University

3.8%

Texas State University

3.8%

American InterContinental University

3.8%

Colorado Technical University

3.4%

Utah Valley University

3.4%

Austin Community College

3.4%

University of Utah

3.2%

Brigham Young University

3.2%

Georgia State University

3.2%

University of Central Florida

2.9%

San Francisco State University

2.7%

University of Wisconsin - Milwaukee

2.7%

University of North Texas

2.7%

University of Texas at Arlington

2.7%
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Majors

Business

32.0%

Computer Science

7.3%

Computer Information Systems

5.5%

Information Technology

5.3%

Psychology

5.2%

Accounting

4.8%

Communication

4.6%

Management

3.8%

Health Care Administration

3.7%

Marketing

3.6%

Criminal Justice

3.0%

Liberal Arts

2.9%

English

2.8%

General Studies

2.7%

Computer Networking

2.4%

Education

2.2%

Nursing

2.1%

Finance

2.1%

Graphic Design

2.0%

Human Resources Management

1.9%
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Degrees

Bachelors

41.5%

Other

27.2%

Associate

15.3%

Masters

9.2%

Certificate

4.8%

Diploma

1.5%

Doctorate

0.3%

License

0.2%
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Full Time
Part Time
Internship
Temporary

Real Customer Support Representative Salaries

Job Title Company Location Start Date Salary
Customer Support Representative Corptax, Inc. Plano, TX Sep 01, 2015 $45,178 -
$61,152
Customer Support/Account Representative Network & Company New York, NY May 21, 2010 $43,827
Customer Support/Account Representative Network Temps, Inc. New York, NY May 31, 2010 $43,827
Customer Support/Account Reprsentative Network Temps, Inc. New York, NY May 24, 2010 $43,827
Customer Support Representative Contentactive, LLP Houston, TX Oct 01, 2010 $32,000

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How Would You Rate The Salary Of a Customer Support Representative?

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Top Skills for A Customer Support Representative

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  1. Technical Support
  2. Customer Service
  3. Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Provided technical support and education regarding insulin pump therapy to customers.
  • Offered exceptional customer service in this support role by troubleshooting and repairing wireless devices.
  • Provided quality service to existing and prospective customers via inbound telephone calls.
  • Provide telephone and email support including technical support with the use of our service and improving their computer performance.
  • Provided end-users with detailed remote access knowledge and documented complete trouble shooting information.

How Would You Rate Working As a Customer Support Representative?

Are you working as a Customer Support Representative? Help us rate Customer Support Representative as a Career.

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Average Salary:

Top 10 Best States for Customer Support Representatives

  1. Rhode Island
  2. New Hampshire
  3. Minnesota
  4. Wisconsin
  5. Massachusetts
  6. North Dakota
  7. Connecticut
  8. Wyoming
  9. Ohio
  10. Vermont
  • (332 jobs)
  • (686 jobs)
  • (1,762 jobs)
  • (1,637 jobs)
  • (1,914 jobs)
  • (239 jobs)
  • (774 jobs)
  • (215 jobs)
  • (3,700 jobs)
  • (207 jobs)

Top Customer Support Representative Employers

Jobs From Top Customer Support Representative Employers

Customer Support Representative Videos

A Day in the Life: Call Center Agent

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