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.
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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.
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.
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
- 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?
How many years of work experience do I need?
Where do Customer Service Representatives Work?
Customer Service Representatives work in the following industries:
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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