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Customer Service Representative

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What is a Customer Service Representative?

Customer Service Representative Example Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Daily Life Of a Customer Service Representative

  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

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.

Other Customer Service Representative Job Titles

  • Automotive Service Writer
  • Field Service Representative
  • Inbound Customer Service Representative
  • Claim Representative
  • Product Support Specialist

Are There Job Opportunities for Customer Service Representatives?

There were about 2,784,500 jobs for Customer Service Representative in 2016 (in the United States). 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.

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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.

Customer Service Representative Salary

The average yearly salary of a Customer Service Representative ranges between $22,140 and $55,310.

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Customer Service Representatives who work in District of Columbia, Massachusetts, or Connecticut, make the highest salaries.

Below is a list of the median annual salaries for Customer Service Representatives 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
  • Facebook
  • 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:

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How many years of work experience do I need?

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Who Employs Customer Service Representatives?

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Customer Service Representatives work in the following industries:

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Other Jobs You May be Interested In

Those interested in being a Customer Service Representative may also be interested in:

Career changers with experience as a Customer Service Representative sometimes find work in one of the following fields:

References:

Image Credit: Jace Armstrong via public domain

More about our data sources and methodologies.

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