What does a service center representative do?
A service center representative is responsible for providing the highest customer satisfaction by responding to the customers' inquiries and concerns and resolving complaints. Service center representatives may also sell products and services to the customers according to their needs and specifications. They also handle orders and payments, process replacements, and issue refunds as necessary. A service center representative must have excellent communication and organizational skills, especially in utilizing various computer applications to log customer information and create resolution reports for reference.
Service center representative responsibilities
Here are examples of responsibilities from real service center representative resumes:
- Educate veterans and the college community on veteran's benefits and academic requirements need to accomplish academic goals.
- Ensure that all telephone calls and pages are promptly handle in the best interest of Dartmouth-Hitchcock internal and external patients.
- Maintain resident and guest confidentiality with strong understanding of HIPAA and privacy laws.
- Assist participants with the benefit enrollment process by explaining types of insurance policies and IRS regulate spending accounts.
- Instruct active and terminate participants with withdrawal options, process hardships and loans while also explaining IRS 1099R information.
- Assist participants with inquiries relating to administration of healthcare reimbursement plans (FSA, HRA/HSA, and VEBA).
- Utilize excellent oral communication skills when discussing matters of vesting, investment concepts, taxation, ERISA laws and testing.
- Follow HIPAA guidelines to maintain patient confidentiality.
- Conduct basic diagnoses of communication software/hardware to troubleshoot connectivity problems.
- Administer user profiles, grant application permissions, monitor and troubleshoot problems on productive systems.
- Provide courteous assistance to patients and physician offices while scheduling and registering patients for diagnostic imaging procedures.
- Review applications for withdrawals from partipants to ensure accuracy of information provide and adherence to federal and ERISA regulations.
- Demonstrate superb organizational and multitasking abilities
- Join online marketplace specializing in local deals to manage customer engagements while providing industry-best service.
Service center representative skills and personality traits
We calculated that 14% of Service Center Representatives are proficient in Patients, HR, and Customer Calls. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Service Center Representatives that have these skills listed on their resume here:
- Patients, 14%
Worked with Transportation, Dietary, and Environment Departments, ensuring needs and requests of staff and patients were met.
- HR, 6%
Provided support to HR Client Relationship Managers that included handling all hiring, terminations and other employee-related paperwork.
- Customer Calls, 5%
Directed customer calls to the appropriate contact at multiple locations or escalated to Service Center Specialist/management as needed
- Phone Calls, 4%
Handled inbound phone calls from Wells Fargo Team Members Assisted Team Members with selecting their Health Benefits during Annual Benefits Enrollment.
- Data Entry, 4%
Performed data entry of all marketing plans into database for subsequent retrieval and implementation.
- Multitasking, 4%
Demonstrated superb organizational and multitasking abilities
"patients," "hr," and "customer calls" are among the most common skills that service center representatives use at work. You can find even more service center representative responsibilities below, including:
Communication skills. The most essential soft skill for a service center representative to carry out their responsibilities is communication skills. This skill is important for the role because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a service center representative resume shows how their duties depend on communication skills: "draft and distribute hr communications for the purpose of marketing hr programs, reporting organizational changes, and distributing policies. "
Customer-service skills. This is an important skill for service center representatives to perform their duties. For an example of how service center representative responsibilities depend on this skill, consider that "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a service center representative: "provided customer service for guests and residents of the dormitories and assisted with various administrative tasks such as data entry. ".
Interpersonal skills. For certain service center representative responsibilities to be completed, the job requires competence in "interpersonal skills." The day-to-day duties of a service center representative rely on this skill, as "representatives should be able to create positive interactions with customers." For example, this snippet was taken directly from a resume about how this skill applies to what service center representatives do: "display excellent interpersonal, problem solving and verbal communication skills, and work in a stressful face-to-face customer service environment. "
Listening skills. Another crucial skill for a service center representative to carry out their responsibilities is "listening skills." A big part of what service center representatives relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to service center representative duties can be seen in an example from a service center representative resume snippet: "communicated daily with new hires, internal employees and local hr business partners regarding relocation process. "
Patience. While "patience" is last on this skills list, don't underestimate its importance to service center representative responsibilities. Much of what a service center representative does relies on this skill, seeing as "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here is a resume example of how this skill is used in the everyday duties of service center representatives: "maintained patience and demonstrated math skills during the 4 hour call. "
The three companies that hire the most service center representatives are:
- Sedgwick LLP30 service center representatives jobs
- Tenet Healthcare24 service center representatives jobs
- Faneuil
13 service center representatives jobs
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Compare different service center representatives
Service center representative vs. Customer service specialist
Customer service specialists are employees who are responsible for providing the best customer experience to customers, usually for after-sales transactions. They attend to customers' inquiries and provide answers to their questions on products or services that the company offers. They also address customer complaints and help mitigate the concerns by offering solutions such as instructions on how to fix defects, or processing replacements or refunds. Customer service specialists also listen to customer feedback and ensure that these are logged properly so that proper departments will be able to receive them.
These skill sets are where the common ground ends though. The responsibilities of a service center representative are more likely to require skills like "patients," "hr," "good interpersonal," and "phone calls." On the other hand, a job as a customer service specialist requires skills like "cleanliness," "front end," "cash management," and "customer transactions." As you can see, what employees do in each career varies considerably.
Customer service specialists tend to make the most money working in the finance industry, where they earn an average salary of $34,860. In contrast, service center representatives make the biggest average salary, $37,183, in the insurance industry.On average, customer service specialists reach similar levels of education than service center representatives. Customer service specialists are 1.3% less likely to earn a Master's Degree and 0.0% more likely to graduate with a Doctoral Degree.Service center representative vs. Customer service trainer
A customer service trainer is responsible for training new and experienced customer service staff, providing them with the best strategies and techniques to handle customers' inquiries and concerns. They also resolve customer complaints and ensure customer satisfaction, building good customer relationships, maintaining the company's reputation, and increasing revenues. Customer service trainers schedule training classes, provide engaging activities, and monitor trainees' progress through call testing and role-playing activities. A customer service trainer must have excellent knowledge of the customer service industry, as well as exceptional communication skills to teach trainees' effectively and efficiently.
Each career also uses different skills, according to real service center representative resumes. While service center representative responsibilities can utilize skills like "good interpersonal," "multitasking," "health insurance," and "client specifications," customer service trainers use skills like "customer care," "cleanliness," "product knowledge," and "gross margin."
On average, customer service trainers earn a lower salary than service center representatives. Some industries support higher salaries in each profession. Interestingly enough, customer service trainers earn the most pay in the telecommunication industry with an average salary of $32,603. Whereas service center representatives have higher pay in the insurance industry, with an average salary of $37,183.customer service trainers earn similar levels of education than service center representatives in general. They're 0.3% less likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree.Service center representative vs. Customer service expert
A customer service expert is responsible for providing excellent customer by responding to the customers' inquiries and concerns regarding the goods and services the company offers. Customer service experts also handle and escalate high-level complaints, processing order replacements, and issuing refunds as needed. They check customer accounts, resolve billing issues, and monitor product delivery details. A customer service expert must have excellent communication and organizational skills, especially the knowledge of sales techniques, to sell services that would increase the company's revenues and profitability.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from service center representative resumes include skills like "hr," "good interpersonal," "phone calls," and "data entry," whereas a customer service expert is more likely to list skills in "cleanliness," "reservations," "product knowledge," and "cash handling. "
Customer service experts typically earn similar educational levels compared to service center representatives. Specifically, they're 0.8% less likely to graduate with a Master's Degree, and 0.2% less likely to earn a Doctoral Degree.Service center representative vs. Customer service professional
A customer service professional is responsible for providing the highest customer service by responding to the customers' inquiries and concerns, resolving complaints, and updating the customers of goods and services for generating revenues and profitability to the company. Customer service professionals process order transactions, administering payment plans and adjusting service features in meeting customers' needs. A customer service professional should be highly communicative, as well as have excellent time-management skills in documenting customers' information on various software tools to maximize productivity and efficiency.
Types of service center representative
Updated January 8, 2025
