All About Customer Service Representatives
Customer Service Representative Example Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
List of Customer Service Representative Job Duties
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Check to ensure that appropriate changes were made to resolve customers’ problems.
- Refer unresolved customer grievances to designated departments for further investigation.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
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Skills Needed to be a Customer Service Representative
Below is a list of the skills most Customer Service Representatives say are important on the job.
Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking: Talking to others to convey information effectively.
Service Orientation: Actively looking for ways to help people.
Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Persuasion: Persuading others to change their minds or behavior.
Types of Customer Service Representative Jobs
- Merchandise Complaint Adjuster
- Utilities Customer Service Representative
- Customer Support Executive
- Claims Assistant
- Warranty Clerk
Are There Job Opportunities for Customer Service Representatives?
In 2016, there was an estimated number of 2,784,500 jobs in the United States for Customer Service Representative. New jobs are being produced at a rate of 4.9% which is below the national average. The Bureau of Labor Statistics predicts 136,300 new jobs for Customer Service Representative by 2026. The BLS estimates 373,500 yearly job openings in this field.
The states with the most job growth for Customer Service Representative are Utah, Nevada, and Colorado. Watch out if you plan on working in Maine, Minnesota, or Massachusetts. These states have the worst job growth for this type of profession.
Average Customer Service Representatives Salary
The salary for Customer Service Representatives ranges between about $22,140 and $55,310 a year.
Customer Service Representatives who work in District of Columbia, Massachusetts, or Connecticut, make the highest salaries.
How much do Customer Service Representatives make in different U.S. states?
| State | Annual Mean Salary |
|---|---|
| Alabama | $33,580 |
| Alaska | $39,300 |
| Arizona | $34,570 |
| Arkansas | $32,350 |
| California | $41,850 |
| Colorado | $37,390 |
| Connecticut | $41,160 |
| Delaware | $38,060 |
| District of Columbia | $46,880 |
| Florida | $33,730 |
| Georgia | $35,130 |
| Hawaii | $38,670 |
| Idaho | $32,390 |
| Illinois | $37,840 |
| Indiana | $36,200 |
| Iowa | $37,400 |
| Kansas | $35,330 |
| Kentucky | $32,230 |
| Louisiana | $32,440 |
| Maine | $34,950 |
| Maryland | $37,720 |
| Massachusetts | $43,620 |
| Michigan | $36,650 |
| Minnesota | $39,690 |
| Mississippi | $28,210 |
| Missouri | $35,020 |
| Montana | $34,910 |
| Nebraska | $35,730 |
| Nevada | $33,690 |
| New Hampshire | $38,930 |
| New Jersey | $40,330 |
| New Mexico | $31,380 |
| New York | $40,830 |
| North Carolina | $34,690 |
| North Dakota | $37,910 |
| Ohio | $35,980 |
| Oklahoma | $32,790 |
| Oregon | $37,570 |
| Pennsylvania | $37,000 |
| Rhode Island | $38,970 |
| South Carolina | $32,320 |
| South Dakota | $31,150 |
| Tennessee | $34,420 |
| Texas | $33,770 |
| Utah | $33,790 |
| Vermont | $37,760 |
| Virginia | $35,030 |
| Washington | $40,820 |
| West Virginia | $31,730 |
| Wisconsin | $37,850 |
| Wyoming | $36,400 |
What Tools & Technology do Customer Service Representatives Use?
Below is a list of the types of tools and technologies that Customer Service Representatives may use on a daily basis:
- Microsoft Excel
- Microsoft Word
- Microsoft Office
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft Access
- Data entry software
- SAP
- Microsoft Windows
- Adobe Systems Adobe Acrobat
- Microsoft SharePoint
- Adobe Systems Adobe Photoshop
- Microsoft Dynamics
- IBM Notes
- Microsoft Publisher
- Google Docs
- FileMaker Pro
- Adobe Systems Adobe Illustrator
- Intuit QuickBooks
Becoming a Customer Service Representative
Individuals working as a Customer Service Representative have obtained the following education levels:
How many years of work experience do I need?
Where Customer Service Representatives Work
Customer Service Representatives work in the following industries:
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Those interested in being a Customer Service Representative may also be interested in:
Those who work as a Customer Service Representative sometimes switch careers to one of these choices:
References:
Image Credit: Jace Armstrong via public domain
More about our data sources and methodologies.
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