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Become A Service Representative

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Working As A 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

  • $40,133

    Average Salary

What Does A 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 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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3,352 Service Representative jobs More

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Real Service Representative Salaries

Job Title Company Location Start Date Salary
Associate, Client Service Representative Morgan Stanley & Co. LLC New York, NY Feb 01, 2014 $115,000
Client Service Representative Unicon Pharma, Inc. Edison, NJ Jul 01, 2014 $113,360
Client Service Representative Global Pharma TEK, LLC Piscataway, NJ Feb 22, 2016 $112,500
Senior Client Services Representative Rapid Ratings International Inc. New York, NY Dec 09, 2016 $110,000
Senior Client Services Representative Rapid Ratings International Inc. New York, NY Apr 11, 2016 $110,000
PCM Client Service Representative HSBC Bank USA, N.A. Miami, FL Apr 01, 2014 $100,000
Engineering Services Representative Road Science, LLC CA Oct 01, 2009 $85,000
Engineering Services Representative Road Science, LLC Mission Viejo, CA Oct 01, 2009 $85,000
Senior Client Services Representative Rapid Ratings International Inc. New York, NY Nov 03, 2014 $75,000
Institutional Client Services Representative-N A MF Global Holdings USA Inc. Chicago, IL Oct 01, 2011 $70,000
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Top Skills for A Service Representative

CustomerServiceSkillsFinancialTransactionsDataEntryPhoneCallsCreditCardInboundCallsPayrollCustomerSatisfactionClientServiceInternalDepartmentsCustomerInquiriesNewAccountsComputerSystemHighVolumeOutboundCallsTechnicalSupportCommunicationSkillsCustomerAccountsTroubleshootVeterans

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Top Service Representative Skills

  1. Customer Service Skills
  2. Financial Transactions
  3. Data Entry
You can check out examples of real life uses of top skills on resumes here:
  • Utilize strong customer service skills and knowledge of pharmaceuticals to help patients manage medication regiments on a daily basis.
  • Assigned to special projects detailing procedures on specific financial transactions and testing new computer software applications.
  • Serve as a liaison between hospital staff, patients and community resources, complete data entry and process incoming/outgoing patient mail.
  • Assist in taking phone calls when the queue is unmanageable otherwise.
  • Perform account reconciliations and monthly corporate credit card reconciliation.

Top Service Representative Employers

What Kind Of Companies Hire a Service Representative

  1. 24 Hour Fitness
  2. H&R Block
  3. Convergys
  4. AT&T
  5. Bank of America
  6. ADP
  7. Quest Diagnostics
  8. Social Security Administration
  9. BMO Harris Bank
  10. Lincare
What type of job are your looking for?
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Service Representative Videos

A Career in Financial Services at TD