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Become A Head Customer Service Representative

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Working As A Head Customer Service 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

  • $80,000

    Average Salary

What Does A Head Customer Service 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 Head Customer Service 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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Head Customer Service Representative Career Paths

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Average Length of Employment
Teller Supervisor 3.9 years
Senior Teller 3.7 years
Top Careers Before Head Customer Service Representative
Teller 15.3%
Cashier 14.7%
Internship 2.6%
Server 2.5%
Manager 2.5%
Top Careers After Head Customer Service Representative
Cashier 9.8%
Teller 8.7%
Manager 3.2%
Server 2.6%
Specialist 2.4%
Internship 2.4%

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Top Skills for A Head Customer Service Representative

  1. Customer Service
  2. New Tellers
  3. ATM
You can check out examples of real life uses of top skills on resumes here:
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Opened accounts, processed loan applications, trained new tellers and developed banking relationship with Hispanic Community.
  • Balance the vault on a daily basis, turned over ATM to the next business day along with replenishing the ATM.
  • Promote sales opportunities and cross-sells bank products by making quality referrals to team members who are responsible for closing the sale.
  • Supervised a staff of cashiers and assured that all cash and credit card transactions were reconciled on a daily basis.

Head Customer Service Representative Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 3,429 Head Customer Service Representative resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Head Customer Service Representative Resume

View Resume Examples

Head Customer Service Representative Demographics

Gender

Female

69.0%

Male

19.5%

Unknown

11.5%
Ethnicity

White

61.2%

Hispanic or Latino

15.8%

Black or African American

13.4%

Asian

6.4%

Unknown

3.3%
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Foreign Languages Spoken

Spanish

58.0%

Portuguese

6.7%

German

5.9%

French

5.0%

Russian

5.0%

Arabic

4.2%

Ukrainian

1.7%

Vietnamese

1.7%

Carrier

1.7%

Italian

1.7%

Swedish

0.8%

Turkish

0.8%

Hindi

0.8%

Dutch

0.8%

Indonesian

0.8%

Tigrinya

0.8%

Armenian

0.8%

Croatian

0.8%

Finnish

0.8%

Greek

0.8%
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Head Customer Service Representative Education

Schools

University of Phoenix

25.8%

Strayer University

6.9%

Kaplan University

5.2%

New York University

4.7%

Ashford University

4.3%

University of Southern Mississippi

4.3%

Suffolk County Community College

4.3%

The Academy

3.9%

Nassau Community College

3.9%

William Paterson University of New Jersey

3.9%

Miami Dade College

3.9%

American Institute of Baking

3.4%

Trident Technical College

3.4%

Saint John's University - New York

3.4%

Bergen Community College

3.4%

Burlington County College

3.4%

New England College of Business and Finance

3.0%

Southern Connecticut State University

3.0%

Kean University

3.0%

Rasmussen College

3.0%
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Majors

Business

32.0%

Accounting

10.8%

Psychology

5.4%

Criminal Justice

5.2%

Finance

5.2%

Health Care Administration

4.5%

Nursing

4.5%

General Studies

3.8%

Education

3.6%

Management

3.2%

Communication

2.8%

Human Resources Management

2.6%

Liberal Arts

2.4%

Medical Assisting Services

2.4%

Graphic Design

2.2%

Computer Science

2.1%

English

2.1%

Cosmetology

1.8%

Biology

1.7%

Nursing Assistants

1.7%
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Degrees

Other

34.1%

Bachelors

33.2%

Associate

16.5%

Masters

6.7%

Certificate

5.5%

Diploma

2.9%

License

0.8%

Doctorate

0.3%
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