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Customer Service Representative

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What Do Customer Service Representative Do?

Job Description & Duties Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

What Do Customer Service Representatives Do On a Daily Basis?

  • Order tests that could determine the causes of product malfunctions.
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Skills Needed to be a Customer Service Representative

Customer Service Representatives state the following job skills are important in their day-to-day work.

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

  • Client Relations Specialist
  • Account Representative
  • Account Manager
  • Customer Service Clerk
  • Passenger Relations Representative

Are There Job Opportunities for Customer Service Representatives?

In the United States, there were 2,784,500 jobs for Customer Service Representative in 2016. 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. There will be an estimated 373,500 positions for Customer Service Representative per year.

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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.

How Much Does a Customer Service Representative Make?

Customer Service Representatives make between $22,140 and $55,310 a year.

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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

Tools & Technologies Used by Customer Service Representatives

Although they’re not necessarily needed for all jobs, the following technologies are used by many Customer Service Representatives:

  • 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

How do I Become a Customer Service Representative?

Are there Customer Service Representatives education requirements?

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How many years of work experience do I need?

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Where do Customer Service Representatives Work?

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Customer Service Representatives work in the following industries:

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You May Also Be Interested In…

Those thinking about becoming a Customer Service Representative might also be interested in the following careers:

Are you already one of the many Customer Service Representative in the United States? If you’re thinking about changing careers, these fields are worth exploring:

References:

Image Credit: Jace Armstrong via public domain

More about our data sources and methodologies.

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