Customer Service Representatives

Career summary

#matches 7421 Customer Service Rep, no alt titles

#check 3/18/19 lh

Customer service representatives check into and clear up customer complaints. These complaints may be about merchandise, service, billing, or credit. They work for companies that sell products and services.

Customer service representatives talk to customers to find out about the problem. In department stores, they may check merchandise, sales slips, or warranties. In banks, they may look at records and videotapes of ATM transactions. In utility companies, they may check meter books, records on microfilm, and accounting records. They may talk to other staff to get information about the situation.

Customer service representatives may decide to refund money, exchange merchandise, or credit customers' accounts. They may decide that nothing at all should be done.

Customer service representatives explain to customers what they found and what they can do. They may contact customers at a later date to make sure they are satisfied with the results. Representatives may suggest changes to managers to make sure the problem does not happen again.

Customer service representatives keep records of their contacts with customers. They prepare reports for managers.

Some customer service representatives may answer questions about the company's products or services. Others may help customers with purchases.

Customer service representatives are also called adjustment clerks.

Related careers

This career is part of the Business Management and Administration cluster of careers.

Related careers include:

• Automotive Service Advisors
• Bank Tellers
• Bill and Account Collectors
• Computer Network Support Specialists
• Computer User Support Specialists
• Counter and Rental Clerks
• Hotel Desk Clerks
• Insurance Policy and Claims Clerks
• Interviewing Clerks
• License Clerks
• New Accounts Clerks
• Receptionists
• Reservation and Ticket Agents
• Retail Salespeople
• Secretaries
• Telemarketers

Job duties

Task list

The following list of tasks is specific to customer service representatives.

• Complete forms and contracts.
• Examine customer claims.
• Gather information about products, complaints, policies, and accounts, by phone or in person.
• Check product warranties, merchandise, or sales data.
• Make any corrections or changes to customers' accounts.
• Determine charges for services requested. Collect deposits, payments, or arrange for billing.
• Refer unresolved complaints to other departments or supervisors.
• Follow up with customers to ensure satisfaction.
• Recommend changes to manufacturing or sales staff.
• Keep records of all transactions.
• Provide information on products.
• Take orders on other products.

Common work activities

Customer service representatives perform the following tasks. These tasks are common to many careers.

• Get information needed to do the job
• Use computers
• Communicate with people outside the organization
• Communicate with supervisors, peers, or subordinates
• Establish and maintain relationships
• Make decisions and solve problems
• Update and use job-related knowledge
• Process information
• Resolve conflicts and negotiate with others
• Organize, plan, and prioritize work
• Explain the meaning of information to others
• Identify objects, actions, and events
• Perform for or work with the public
• Document and record information
• Perform administrative tasks
• Analyze data or information
• Judge the value of objects, services, or people
• Coach others
• Think creatively

Work requirements

Working conditions

In a typical work setting, customer service representatives:

Interpersonal relationships

• Have a high level of social contact with staff and customers. They are constantly answering questions and resolving conflicts.
• Communicate with others by telephone throughout the day. They also communicate via face-to-face discussions or by writing e-mail.
• Are often placed in conflict situations when customers are unhappy with products. Customers may be rude or unpleasant at times.
• Are somewhat responsible for the work done by other representatives.
• Often work as a part of a team.

Physical work conditions

• Always work indoors.
• Often share a work space with other representatives.

Work performance

• Must fully complete and be exact in their work. This helps to build repeat business and happy customers.
• Repeat the same physical activities, such as entering data on a computer.
• Make some decisions and set some daily tasks and goals independently, but often talk to a supervisor first.
• Can make some decisions on their own, but often talk to a supervisor first.
• Must meet daily and weekly deadlines.

Hours/travel

• May work part time or full time.
• Some work the standard 40-hour, five-day week. Those who work for call centers may work days, evenings, or weekends. Call centers are open 24 hours a day, seven days a week.

Physical demands

Customer service representatives frequently:

• Sit for long periods of time.
• Repeat the same movements.

It is important for customer service representatives to be able to:

• Speak clearly so listeners can understand.
• Understand the speech of another person.
• See details of objects that are less than a few feet away.

It is not as important, but still necessary, for customer service representatives to be able to:

• Use fingers to grasp, move, or assemble very small objects.
• See details of objects that are more than a few feet away.
• See differences between colors, shades, and brightness.
• Hear sounds and recognize the difference between them.
• Focus on one source of sound and ignore others.
• Hold the arm and hand in one position or hold the hand steady while moving the arm.

Skills and abilities

Customer service representatives need to:

Communicate

• Understand spoken information.
• Speak clearly so listeners can understand.
• Listen to others and ask questions.
• Write clearly so other people can understand.
• Understand written information.
• Read and understand work-related materials.

Reason and problem solve

• Notice when something is wrong or is likely to go wrong.
• Use reasoning to discover answers to problems.
• Follow guidelines to arrange objects or actions in a certain order.
• Combine several pieces of information and draw conclusions.
• Analyze ideas and use logic to determine their strengths and weaknesses.
• Understand new information or materials by studying and working with them.

Manage oneself, people, time, and things

• Manage the time of self and others.
• Check how well one is learning or doing something.

Work with people

• Look for ways to help people.
• Persuade others to approach things differently.
• Be aware of others' reactions and understand the possible causes.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study directly related to this occupation

• Office Support

Other programs of study to consider

• Computer Support Specialist
• Medical Office Support

Training

To work as a customer service representative, you typically need to:

• have a high school diploma or equivalent; and
• complete short-term, on-the-job training.

Education after high school

You must have at least a high school diploma to enter this occupation. Some representatives have a college degree. Depending on the employer, you may need an associate or bachelor's degree.

Speaking more than one language can be a plus. Language skills help you prepare to work for a company that trades internationally.

Work experience

Work in sales, reception, or as an information clerk is good preparation for this occupation.

On-the-job training

Most customer service representatives learn their skills on the job. As a new representative, your supervisor or an experienced coworker trains you. Some employers provide formal training programs within their company. In these programs you learn to use the company's computer system. You learn which standard forms to use and who to contact in other departments. You also learn about the company's product line and services. Training generally lasts about one month.

Helpful high school courses

You should take a general high school curriculum that meets the state's graduation requirements. You will be required to take both math and science classes to graduate.

Helpful electives to take in high school that prepare you for this career include:

• Computer Applications
• Foreign Language

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups that may be available in your high school or community.

Things to know

Most employers do not look for any formal education for customer service representative positions. However, many require a high school diploma or equivalent. Employers look for people with good communication skills. These include speaking, writing, and reading. They also look for people who get along well with others.

Employers also look for workers who are knowledgeable about their company's products or services. Workers who are careful and efficient under pressure and pleasant, patient, and tactful with customers are preferred.

Tips

Participate in extracurricular activities that develop communication skills. Find a summer or part-time job that deals directly with customers. Volunteer at your local Better Business Bureau or at a public agency to help survey and assess customer attitudes. Keep up to date on current legislation relating to consumers.

Costs to workers

Customer service representatives may be expected to wear business attire. Some workers may be required to join a union and pay an initiation fee and monthly dues.

#Took over national content as there was comment saying employers may prefer to hire applcants w/ basic computer skills so can learn company's system quickly - seems this now a requirement so deleted statement. 4/4/16 cj.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Customer Service Representatives 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

Wages vary by employer and the representative's level of responsibility.

Many customer service representatives work for large companies that offer benefits to their full-time employees. Typical benefits include health insurance and a retirement plan. They also usually receive paid vacations and sick leave. Some customer service representatives may receive bonuses for increased sales or for good customer service. Those who work part time may not receive benefits, but may receive bonuses for quality work.

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Customer service representative positions are located throughout the nation. The types of companies are as varied as the type of products imaginable. These jobs are located in small towns as well as big cities. Some larger companies may hire several customer service representatives. Other companies may only hire one or two.

Major employers:

• Administrative and support companies
• Retail companies
• Banks and credit unions

National outlook

There will be little to no growth in this occupation. This is because many customer service representative tasks can be automated. Customers are able to perform simple customer service tasks using Internet self-service or interactive systems.

However, growth is expected in business support centers to handle complex inquiries such as confirming insurance coverage or refunding accounts. 

Many job openings will occur as people leave this occupation. Job prospects will be best in telephone call centers.

Other resources

Communications Workers of America 
501 - 3rd Street NW
Washington, DC 20001
202.434.1100

Council of Better Business Bureaus 
3033 Wilson Boulevard, Suite 600
Arlington, VA 22201
703.276.0100

Professional Association for Customer Engagement 
5250 E US 36, Suite #1102B
Avon, IN 46123
317.816.9336

Washington Business Week 
PO Box 1170
Renton, WA 98057
253.237.3545

References

Career cluster

• Business Management and Administration

Career path

• Enterprising (Business Communications)

O*Net  occupation

• Customer Service Representatives (43-4051.00) 

O*Net job zone 

• Job Zone 2 - Some preparation needed. Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed.

DOT occupations

• Claims Clerk (241.387-010) 
• Complaint Clerk (221.387-014) 
• Customer Service Representative (239.362-014) 
• Customer-complaint Clerk (241.367-014) 
• Investigator, Utility-bill Complaints (241.267-034) 
• Return-to-factory Clerk (209.587-042) 
• Service Representative (191.167-022) 
• Tire Adjuster (241.367-034) 

Holland occupational clusters

• Enterprising/Conventional/Social
• Enterprising/Social/Conventional

COPSystem

• Business Skilled