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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

  • $35,000

    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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Customer Support Representative Jobs

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Customer Support Representative Career Paths

Customer Support Representative
Technical Support Specialist Systems Administrator
Information Technology Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Consultant
Account Manager
5 Yearsyrs
Technical Support Specialist Field Service Technician Service Manager
Branch Manager
6 Yearsyrs
Technical Support Technician Systems Administrator Consultant
Sales Manager
5 Yearsyrs
Technical Support Technician Network Administrator Consultant
Marketing Manager
5 Yearsyrs
Technical Support Technician Team Leader General Manager
Director Of Sales
10 Yearsyrs
Support Representative Specialist Account Executive
Sales Account Manager
6 Yearsyrs
Support Representative Specialist Sales Specialist
Territory Manager
7 Yearsyrs
Support Representative Specialist Administrator
Business Office Manager
7 Yearsyrs
Customer Support Specialist Support Specialist Business Analyst
Business Development Manager
9 Yearsyrs
Customer Support Specialist Support Specialist Account Executive
Regional Sales Manager
9 Yearsyrs
Customer Support Specialist Coordinator Account Executive
Sales And Marketing Manager
6 Yearsyrs
Support Specialist Team Leader Account Manager
Senior Account Manager
7 Yearsyrs
Computer Technician Field Service Technician Owner
Marketing Director
7 Yearsyrs
Computer Technician Team Leader Account Manager
Client Services Manager
7 Yearsyrs
Computer Technician Field Service Technician Operations Manager
Manager, Assistant Vice President
7 Yearsyrs
Representative Analyst Account Manager
Relationship Manager
6 Yearsyrs
Representative Executive Assistant Customer Service Manager
Call Center Manager
6 Yearsyrs
Account Coordinator Senior Customer Service Representative Director, Customer Support Services
Manager, Custom Support And Services
7 Yearsyrs
Representative Sales Specialist Regional Accounts Manager
Customer Account Manager
5 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Top Careers Before Customer Support Representative
Cashier 9.9%
Internship 3.6%
Server 2.4%
Manager 2.2%
Top Careers After Customer Support Representative
Cashier 6.0%
Specialist 2.2%

Do you work as a Customer Support Representative?

Customer Support Representative Demographics

Gender

Female

49.6%

Male

41.2%

Unknown

9.3%
Ethnicity

White

61.5%

Hispanic or Latino

16.8%

Black or African American

11.1%

Asian

7.0%

Unknown

3.7%
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Foreign Languages Spoken

Spanish

58.2%

French

9.4%

German

5.3%

Portuguese

3.3%

Russian

3.0%

Japanese

3.0%

Chinese

2.8%

Mandarin

2.5%

Italian

2.0%

Tagalog

1.8%

Arabic

1.8%

Carrier

1.3%

Korean

1.0%

Filipino

1.0%

Hindi

0.8%

Cantonese

0.8%

Vietnamese

0.5%

Dutch

0.5%

Hebrew

0.5%

Ukrainian

0.5%
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Customer Support Representative Education

Schools

University of Phoenix

30.7%

Strayer University

5.1%

Kaplan University

5.1%

Austin Community College

4.4%

Brigham Young University

4.4%

Ashford University

4.1%

Arizona State University

4.1%

Utah Valley University

3.8%

American InterContinental University

3.8%

Southern New Hampshire University

3.5%

The Academy

3.3%

Texas State University

3.3%

Grand Canyon University

3.2%

Georgia State University

3.2%

Colorado Technical University

3.1%

San Jose State University

3.1%

University of Utah

3.0%

University of Central Florida

3.0%

University of Washington

2.8%

University of Maryland - University College

2.8%
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Majors

Business

30.9%

Computer Science

6.4%

Psychology

5.6%

Communication

5.1%

Accounting

5.1%

Computer Information Systems

5.0%

Information Technology

4.6%

Health Care Administration

4.4%

Criminal Justice

3.7%

Management

3.5%

Marketing

3.5%

General Studies

3.2%

Liberal Arts

2.8%

Nursing

2.6%

English

2.6%

Education

2.3%

Human Resources Management

2.3%

Medical Assisting Services

2.2%

Graphic Design

2.1%

Finance

2.1%
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Degrees

Bachelors

41.1%

Other

26.7%

Associate

16.2%

Masters

8.3%

Certificate

5.2%

Diploma

1.9%

License

0.3%

Doctorate

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$35,000
View Detailed Salary Report
$22,000
Min 10%
$35,000
Median 50%
$35,000
Median 50%
$35,000
Median 50%
$35,000
Median 50%
$35,000
Median 50%
$35,000
Median 50%
$35,000
Median 50%
$54,000
Max 90%
Highest Paying City
Boston, MA
Highest Paying State
Rhode Island
Avg Experience Level
2.2 years
How much does a Customer Support Representative make at top companies?
The national average salary for a Customer Support Representative in the United States is $35,263 per year or $17 per hour. Those in the bottom 10 percent make under $22,000 a year, and the top 10 percent make over $54,000.

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

  1. Customer Service
  2. Technical Support
  3. Email
You can check out examples of real life uses of top skills on resumes here:
  • Developed highly empathetic client relationships and earned reputation for delivering exceptional customer service.
  • Provided expert technical support and up selling of all products and organized daily follow-ups to ensure timely resolutions.
  • Provided customer support for over 8,000 automotive dealerships through teaching and troubleshooting errors in the software program by phone and email.
  • Provided customer/technical support for eight different online applications simultaneously via phone calls/online chat/emails.
  • Installed Personal computers in Southwest Virginia hospitals providing outstanding in-house customer service and telephone support and trouble shooting.

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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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