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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

  • $67,898

    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
Human Resource Specialist Specialist
Account Manager
5 Yearsyrs
Technical Support Representative Field Service Technician General Manager
Area Manager
7 Yearsyrs
Support Specialist Delivery Driver Service Technician
Assistant Service Manager
5 Yearsyrs
Data Entry Clerk Office Manager
Business Office Manager
8 Yearsyrs
Data Entry Clerk Security Officer Account Manager
Client Services Manager
7 Yearsyrs
Assistant Branch Manager Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Benefit Specialist Human Resources Manager
Director Of Human Resources
10 Yearsyrs
Specialist Operations Manager General Manager
District Manager
7 Yearsyrs
Benefit Specialist Human Resources Generalist
Human Resources Manager
7 Yearsyrs
Human Resources Generalist Human Resources Manager Senior Consultant
Information Technology Manager
8 Yearsyrs
Technical Support Specialist Business Analyst Quality Assurance Lead
Quality Assurance Manager
9 Yearsyrs
Systems Analyst Office Manager Account Manager
Relationship Manager
6 Yearsyrs
Human Resources Generalist Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Technical Support Representative Systems Administrator Operations Manager
Sales And Marketing Manager
6 Yearsyrs
Support Specialist Program Coordinator Account Executive
Sales/Marketing
5 Yearsyrs
Specialist Account Manager
Senior Account Manager
7 Yearsyrs
Human Resource Specialist Recruiter Operations Manager
Site Manager
7 Yearsyrs
Technical Support Specialist Systems Administrator Operations Manager
Territory Manager
7 Yearsyrs
Systems Analyst Operations Manager Territory Manager
Territory Sales Manager
7 Yearsyrs
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Do you work as a Service Center Representative?

Help others decide if this is a good career for them

Average Length of Employment
Service Specialist 2.7 years
Service Associate 2.1 years
Representative 2.1 years
Top Employers Before
Cashier 6.9%
Teller 6.5%
Internship 5.8%
Volunteer 2.6%
Server 2.5%
Manager 2.3%
Associate 1.8%
Top Employers After
Teller 4.9%
Cashier 4.9%
Specialist 4.7%
Internship 3.9%
Server 2.7%
Associate 2.5%

Do you work as a Service Center Representative?

Service Center Representative Demographics

Gender

Female

71.1%

Male

27.2%

Unknown

1.7%
Ethnicity

White

63.7%

Hispanic or Latino

16.0%

Black or African American

10.5%

Asian

6.6%

Unknown

3.3%
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Foreign Languages Spoken

Spanish

66.0%

French

9.3%

Portuguese

6.2%

German

3.1%

Italian

3.1%

Chinese

1.0%

Mandarin

1.0%

Arabic

1.0%

Armenian

1.0%

Greek

1.0%

Persian

1.0%

Kinyarwanda

1.0%

Somali

1.0%

Hmong

1.0%

Polish

1.0%

Thai

1.0%

Korean

1.0%
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Service Center Representative Education

Schools

Michigan State University

29.6%

University of Phoenix

18.3%

Strayer University

4.6%

Central Michigan University

4.2%

University of Maryland - University College

3.8%

Kirkwood Community College

3.8%

Ashford University

3.3%

University of Northern Iowa

2.9%

Southern New Hampshire University

2.9%

Towson University

2.9%

University of North Carolina at Charlotte

2.9%

Glendale Community College

2.5%

Rasmussen College

2.5%

University of Memphis

2.5%

Liberty University

2.5%

Michigan State University-College of Law

2.5%

Brigham Young University

2.1%

Tennessee State University

2.1%

University of Wisconsin - Stevens Point

2.1%

Arizona State University

2.1%
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Majors

Business

32.1%

Human Resources Management

6.9%

Communication

6.0%

Accounting

5.3%

Psychology

5.2%

Health Care Administration

5.0%

Criminal Justice

4.9%

General Studies

3.8%

Nursing

3.7%

Liberal Arts

3.0%

Marketing

3.0%

Management

2.9%

Finance

2.7%

Sociology

2.7%

Computer Information Systems

2.4%

Political Science

2.3%

Computer Science

2.2%

Medical Assisting Services

2.0%

Graphic Design

2.0%

Social Work

1.9%
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Degrees

Bachelors

43.9%

Other

27.4%

Associate

11.1%

Masters

10.8%

Certificate

3.8%

Diploma

2.1%

License

0.4%

Doctorate

0.4%
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Top Skills for A Service Center Representative

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  1. Customer Service
  2. Phone Calls
  3. Payroll
You can check out examples of real life uses of top skills on resumes here:
  • Move calls along while providing excellent customer service and addressing Manpower associates/candidates inquiries according to Manpower s policies and guidelines.
  • Handled inbound phone calls from Wells Fargo Team Members Assisted Team Members with selecting their Health Benefits during Annual Benefits Enrollment.
  • Performed internal audits of Payroll documents ensuring all information is properly entered and recorded.
  • Increased customer satisfaction through responding to customer inquiries in multiple languages.
  • Work directly with Financial Advisors to resolve operational and technical problems.

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Top Service Center Representative Employers

Jobs From Top Service Center Representative Employers

Service Center Representative Videos

A Day in the Life: Call Center Agent

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