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Become A Service Center Representative

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Working As A Service Center 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

  • $31,720

    Average Salary

What Does A Service Center 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 Service Center 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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Service Center Representative jobs

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Service Center Representative Career Paths

Service Center Representative
Data Entry Clerk Billing Specialist Specialist
Account Manager
5 Yearsyrs
Account Manager Sales Manager General Manager
Area Manager
7 Yearsyrs
Technical Support Specialist Information Technology Manager Operations Manager
Branch Manager
6 Yearsyrs
Administrative Support Sales Consultant Call Center Representative
Call Center Manager
6 Yearsyrs
Benefit Specialist Human Resources Manager
Director Of Human Resources
10 Yearsyrs
Data Entry Clerk Office Manager General Manager
District Manager
7 Yearsyrs
Technical Support Specialist Business Analyst Senior Finance Analyst
Finance Manager
7 Yearsyrs
Specialist Account Manager Sales Manager
General Manager
7 Yearsyrs
Benefit Specialist Human Resources Generalist
Human Resources Manager
7 Yearsyrs
Systems Analyst Operations Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Administrative Support Project Coordinator Production Manager
Logistics Manager
7 Yearsyrs
Account Manager Account Executive Sales Manager
Office Manager
5 Yearsyrs
Human Resources Generalist Human Resources Manager Program Manager
Operations Director
9 Yearsyrs
Human Resources Generalist Recruiter
Operations Manager
7 Yearsyrs
Systems Analyst Senior Software Engineer Quality Assurance Lead
Quality Assurance Manager
9 Yearsyrs
Human Resource Specialist Specialist Account Manager
Regional Manager
8 Yearsyrs
Support Specialist Program Coordinator Account Executive
Relationship Manager
6 Yearsyrs
Specialist Project Manager Program Manager
Senior Manager
10 Yearsyrs
Human Resource Specialist Recruiter Operations Manager
Service Director
9 Yearsyrs
Support Specialist Project Coordinator Production Manager
Warehouse Manager
5 Yearsyrs
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Average Length of Employment
Service Specialist 2.7 years
Center Specialist 2.6 years
Representative 2.1 years
Service Associate 2.1 years
Top Employers Before
Cashier 6.4%
Internship 5.9%
Teller 3.0%
Manager 2.8%
Server 2.3%
Volunteer 2.3%
Top Employers After
Specialist 5.0%
Cashier 5.0%
Internship 4.5%
Server 2.8%

Service Center Representative Demographics

Gender

Female

71.0%

Male

27.3%

Unknown

1.7%
Ethnicity

White

80.3%

Hispanic or Latino

11.3%

Asian

6.4%

Unknown

1.4%

Black or African American

0.6%
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Languages Spoken

Spanish

66.7%

Portuguese

7.1%

French

7.1%

German

3.6%

Italian

2.4%

Chinese

1.2%

Mandarin

1.2%

Armenian

1.2%

Greek

1.2%

Persian

1.2%

Kinyarwanda

1.2%

Somali

1.2%

Hmong

1.2%

Polish

1.2%

Thai

1.2%

Korean

1.2%
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Service Center Representative Education

Schools

Michigan State University

31.0%

University of Phoenix

18.3%

Central Michigan University

4.4%

Strayer University

4.4%

Kirkwood Community College

3.5%

University of Maryland - University College

3.1%

Ashford University

3.1%

University of Northern Iowa

3.1%

University of North Carolina at Charlotte

3.1%

Arizona State University

2.6%

Rasmussen College

2.6%

Southern New Hampshire University

2.6%

Towson University

2.6%

Michigan State University-College of Law

2.6%

Tennessee State University

2.2%

University of Wisconsin - Stevens Point

2.2%

Glendale Community College

2.2%

University of Minnesota - Twin Cities

2.2%

University of Dubuque

2.2%

University of Missouri - Columbia

2.2%
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Majors

Business

31.8%

Human Resources Management

7.3%

Communication

6.3%

Psychology

5.4%

Accounting

5.4%

Health Care Administration

4.7%

Criminal Justice

4.2%

Nursing

3.8%

General Studies

3.5%

Liberal Arts

3.2%

Marketing

3.1%

Management

2.8%

Political Science

2.6%

Finance

2.6%

Sociology

2.6%

Computer Information Systems

2.5%

Computer Science

2.3%

Social Work

2.0%

Medical Assisting Services

2.0%

English

1.9%
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Degrees

Bachelors

44.8%

Other

26.8%

Associate

11.4%

Masters

10.6%

Certificate

3.8%

Diploma

1.8%

License

0.5%

Doctorate

0.4%
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Job type you want
Full Time
Part Time
Internship
Temporary

Top Skills for A Service Center Representative

QualityCustomerServicePayrollHRFinancialAdvisorsTermDisabilityPhoneCallsFmlaDataEntryInboundCallsResourcePaymentInformationLogsCustomerCallsNewClaimsAbsenceCustomerInquiriesPeoplesoftPrimaryLiaisonApplicationInformationComputerSystemBenefitPlans

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Top Service Center Representative Skills

  1. Quality Customer Service
  2. Payroll
  3. HR
You can check out examples of real life uses of top skills on resumes here:
  • Maintained quality customer service with patrons entering the activity center at Central Michigan University.
  • Issue resolution may also include working with downstream system areas such as payroll.
  • Responded to customer requests via email, phone, regular mail, and HR Helpdesk cases.
  • Work directly with Financial Advisors to resolve operational and technical problems.
  • Have to process short term disability and federal long term leave paperwork.

Top Service Center Representative Employers

Service Center Representative Videos

A Day in the Life: Call Center Agent

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