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Customer Service Representative

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What is a Customer Service Representative?

Career Description 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

  • Order tests that could determine the causes of product malfunctions.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • 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.
  • Check to ensure that appropriate changes were made to resolve customers’ problems.
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers’ claims.
  • Refer unresolved customer grievances to designated departments for further investigation.

Qualities of a Customer Service Representative

These are the skills Customer Service Representatives say are the most useful in their careers:

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.

  • Return-to-Factory Clerk
  • Complaint Adjuster
  • Utilities Customer Service Representative
  • Claim Taker
  • Customer Service Consultant

Customer Service Representative Employment Estimates

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. Due to new job openings and attrition, there will be an average of 373,500 job openings in this field each year.

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

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 Average Salary

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

Salary Ranges for Customer Service Representatives

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 do Customer Service Representatives Use?

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 to Become a Customer Service Representative

Are there Customer Service Representatives education requirements?

Customer Service Representative Degree Level

What work experience do I need to become a Customer Service Representative?

Customer Service Representative Work Experience

Where Customer Service Representatives Are Employed

Customer Service Representative Sectors

Below are examples of industries where Customer Service Representatives work:

Customer Service Representative Industries

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

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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