Customer Service Representatives

Overview

Customer Service Representatives has a national median salary of $44,770 per year, with -5.3% projected job growth from 2025–2035. The Bureau of Labor Statistics lists a high school diploma or equivalent as the typical education needed to enter this occupation.

Description

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

Work Values

• Relationships
• Support
• Independence

Work Styles

Responsibilities

Tasks

• 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.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Work Activities

• Communicating with Supervisors, Peers, or Subordinates
• Working with Computers
• Communicating with People Outside the Organization
• Performing for or Working Directly with the Public
• Processing Information
• Getting Information
• Updating and Using Relevant Knowledge
• Organizing, Planning, and Prioritizing Work
• Training and Teaching Others
• Resolving Conflicts and Negotiating with Others

Detailed Work Activities

• Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
• Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• Observing, receiving, and otherwise obtaining information from all relevant sources.
• Keeping up-to-date technically and applying new knowledge to your job.
• Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
• Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

T-A-S-K

Technology, Abilities, Skills & Knowledge

Education

Education Levels of Current Workers

The Bureau of Labor Statistics lists a high school diploma or equivalent as the typical education needed to enter this occupation. The chart below shows the highest level of education held by people already working in this field, ages 25 and older. It includes workers who earned more education than the job requires and workers who entered the field under earlier requirements, so the largest bar is not the entry requirement. For example, if someone finished a bachelor's degree and then started working in this field, they are counted under “Bachelor's degree” here, but the job itself typically asks for a high school diploma or equivalent.

Certificates

Certifications applicable to Customer Service Representatives:

Video Resources