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Deal with People
Mostly Sitting
Repetitive
$33,065
Average Salary
Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.
DutiesCustomer 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.
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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.
EducationCustomer service representatives typically need a high school diploma.
TrainingCustomer 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 RegistrationsCustomer 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 QualitiesCommunication 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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Do you work as a Support Team Member?
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Gender | |
Male 50.0% |
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Female 47.9% |
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Unknown 2.1% |
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Ethnicity | |
White 78.0% |
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Hispanic or Latino 11.5% |
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Asian 8.1% |
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Unknown 1.7% |
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Black or African American 0.7% |
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Languages Spoken | |
Spanish 57.4% |
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French 11.2% |
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Chinese 3.9% |
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German 3.5% |
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Arabic 3.3% |
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Mandarin 2.7% |
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Japanese 2.6% |
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Korean 2.4% |
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Portuguese 2.4% |
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Italian 2.0% |
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Russian 1.8% |
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Hindi 1.2% |
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Greek 1.0% |
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Vietnamese 0.9% |
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Cantonese 0.8% |
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Swedish 0.7% |
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Carrier 0.7% |
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Urdu 0.5% |
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Thai 0.5% |
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Tagalog 0.5% |
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Schools | |
University of Phoenix 15.9% |
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Liberty University 5.5% |
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Community College of the Air Force 5.4% |
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Michigan State University 5.4% |
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University of Central Florida 5.0% |
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Pennsylvania State University 5.0% |
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Ashford University 4.7% |
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Florida State University 4.7% |
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Southern New Hampshire University 4.6% |
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University of Alabama 4.4% |
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Arizona State University 4.3% |
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Iowa State University 4.2% |
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Temple University 4.1% |
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Northern Virginia Community College 3.9% |
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Georgia State University 3.9% |
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Texas A&M University 3.9% |
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DePaul University 3.8% |
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West Virginia University 3.8% |
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Ball State University 3.8% |
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University of Florida 3.7% |
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Majors | |
Business 22.1% |
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Criminal Justice 7.7% |
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Psychology 7.5% |
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Communication 6.8% |
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Computer Science 4.8% |
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Nursing 4.5% |
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Accounting 4.3% |
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Marketing 4.2% |
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General Studies 4.1% |
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Kinesiology 3.8% |
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Mechanical Engineering 3.4% |
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Management 3.4% |
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Education 3.3% |
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English 3.3% |
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Biology 3.2% |
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Health Care Administration 3.0% |
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Finance 2.8% |
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Sociology 2.6% |
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Political Science 2.5% |
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Graphic Design 2.5% |
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Degrees | |
Bachelors 44.0% |
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Other 25.1% |
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Masters 13.0% |
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Associate 11.1% |
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Certificate 3.7% |
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Doctorate 1.5% |
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Diploma 1.3% |
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License 0.3% |
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