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Customer Service Representatives

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What Does it Take to Be a Customer Service Representative?

Customer Service Representative Job Description 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

  • Solicit sales of new or additional services or products.
  • Check to ensure that appropriate changes were made to resolve customers’ problems.
  • Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

What Skills Do You Need to Work as 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.

Persuasion: Persuading others to change their minds or behavior.

  • Film Replacement Orderer
  • Service Writer
  • At Home Independent Call Center Agent
  • Claim Agent
  • Claim Processor

Is There Going to be Demand for Customer Service Representatives?

In 2016, there was an estimated number of 2,784,500 jobs in the United States for Customer Service Representatives.

New jobs are being produced at a rate of 4.9% which is lower than average. The Bureau of Labor Statistics predicts 136,300 new jobs for Customer Service Representatives by 2026. The BLS estimates 373,500 yearly job openings in this field per year.

Forecasted Number of Jobs for Customer Service Representatives in U.S.

The states with the most job growth for Customer Service Representatives are Texas, Florida, and Arizona.

Watch out if you plan on working in Maine, Wyoming, or Vermont. These states have the worst job growth for this type of profession.

Customer Service Representative Salary

The salary for Customer Service Representatives ranges between about $22,140 and $55,310 a year. A Customer Service Representative median salary is $33,750.

Salary Ranges for Customer Service Representatives

Below is a list of the median annual salaries for jobs of this type in different U.S. states.

Annual Mean Salary by State
State Annual Mean Salary

District of Columbia

$46,880

Massachusetts

$43,620

California

$41,850

Connecticut

$41,160

New York

$40,830

Washington

$40,820

New Jersey

$40,330

Minnesota

$39,690

Alaska

$39,300

Rhode Island

$38,970

New Hampshire

$38,930

Hawaii

$38,670

Delaware

$38,060

North Dakota

$37,910

Wisconsin

$37,850

Illinois

$37,840

Vermont

$37,760

Maryland

$37,720

Oregon

$37,570

Iowa

$37,400

Colorado

$37,390

Pennsylvania

$37,000

Michigan

$36,650

Wyoming

$36,400

Indiana

$36,200

Ohio

$35,980

Nebraska

$35,730

Kansas

$35,330

Georgia

$35,130

Virginia

$35,030

Missouri

$35,020

Maine

$34,950

Montana

$34,910

North Carolina

$34,690

Arizona

$34,570

Tennessee

$34,420

Utah

$33,790

Texas

$33,770

Florida

$33,730

Nevada

$33,690

Alabama

$33,580

Oklahoma

$32,790

Louisiana

$32,440

Idaho

$32,390

Arkansas

$32,350

South Carolina

$32,320

Kentucky

$32,230

West Virginia

$31,730

New Mexico

$31,380

South Dakota

$31,150

Mississippi

$28,210

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:

  • Sage MAS 200
  • Adobe Systems Adobe Creative Cloud
  • Microsoft Outlook
  • ADP Workforce Now
  • Microsoft Dynamics GP
  • LinkedIn
  • IBM Cognos Impromptu
  • SAP
  • Microsoft PowerPoint
  • Salesforce software

How to Become a Customer Service Representative

What education is needed to be a Customer Service Representative?

Customer Service Representative Degree Level

How many years of work experience do I need?

Customer Service Representative Work Experience

Where do Customer Service Representatives Work?

Customer Service Representative Sectors

You May Also Be Interested In…

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

  • New Accounts Clerks
  • Medical Secretaries

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

  • Switchboard Operators, Including Answering Service
  • License Clerks
  • Tellers

References

Bureau of Labor Statistics

College Factual

O*NET Online

Image Credit: Via Wikimedia Commons

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