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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:
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.
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.
|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|
|Client Services Representative||Youdevise, Inc. D/B/A Tim Group||New York, NY||Sep 15, 2013||$62,000 -
|Drilling Equipment Service Representative||National Oilwell Varco, L.P.||Houston, TX||Sep 28, 2010||$60,237 -
|Client Service Representative||Polaris Solutions, LLC||New York, NY||Oct 01, 2012||$60,000 -
|International Cliet Service Representative||Transportation Management Services||Ashton-Sandy Spring, MD||Nov 01, 2011||$60,000|
|Architectural Service Representative||Bobrick Washroom Equipment, Inc.||CA||Sep 01, 2010||$57,000|
|Client Services Representative||Youdevise, Inc.||New York, NY||Aug 03, 2014||$55,000|
|Senior Client Service Representative||Brown Brothers Harriman & Co.||Boston, MA||May 15, 2011||$55,000|
|Client Service Representative||RSM McGladrey, Inc.||New York, NY||Dec 18, 2010||$54,763|
|Sales and Service Representative||Superior Systems Engineering Corp.||La Mirada, CA||Nov 03, 2009||$44,516|
|Transaction Services Representative||Citigroup Technology, Inc.||Tampa, FL||Sep 18, 2014||$43,701|
|Client Services Representative||UPRR Securities, LLC||New York, NY||Sep 05, 2011||$43,000 -
|Cutomer Service Representative||CBN of Ca, Inc.||Los Angeles, CA||Apr 27, 2011||$41,427|
|Tennis Service Representative||United States Tennis Association-Eastern Section||White Plains, NY||Oct 09, 2016||$40,414 -
|Sales & Client Service Representative||Industrial Info Resources, Inc.||Sugar Land, TX||Oct 30, 2015||$40,133|
|401(K) Client Service Representative||Ascensus||Dreher, PA||Oct 01, 2012||$36,000|
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A Career in Financial Services at TD