What Does a Customer Service Representative Do?

Customer service representatives are essential to a company’s success by working directly with customers. Learn if a customer service job is right for you. Normally, this position will work with customers to help them, whether they are managing complaints, providing answers to questions, or taking orders. If you feel energized by helping people, this job may be a good fit for you. Keep reading to find out the day-to-day basis of this job, as well as how you can become one.

What Is a Customer Service Representative?

What Does a Customer Service Representative Do?

Basically, a customer service representative’s job is to provide service to customers. They work for almost any company that interacts with customers in some manner. Common industries for this position include retail companies, restaurateurs, financial institutions, insurance companies, government agencies, and other service providers.

The essential duties include greeting customers and communicating. The communication can be face-to-face with customers, over the phone, or over the computer with live chat or email. More specific duties involve, but are not necessarily limited to, the following and certainly vary depending on the company and industry where the customer service representative is working:

• Answering customers’ questions about the company, products, or services

• Managing customer complaints

• Directing customers to the appropriate department or supervisor they should speak with

• Managing customer’s orders or processing payments

• Managing changes to customer’s accounts

• Managing customer returns or exchanges

• Managing customer billing issues

• Managing records of customer contact

• Managing product and service sales

Where Do Customer Service Representatives Work?

Customer service representatives serve customers from a variety of environments and industries. Call center representatives assist customers and clients via telephone, chat programs, and email work. Customers and clients engage with representatives both in person and on the phone. According to a report from the US Bureau of Labor Statistics (BLS) published in October 2023, there are approximately 2.8 million customer service representative positions in the United States. The industries with the highest estimates of customer service reps include:

One customer service position projected to increase by 6% from 2023 through 2033 is the computer support specialist. Employment in information technology (IT) support has the potential for more job opportunities and higher pay. The Bureau of Labor Statistics (BLS) reported that the median pay in 2023 for computer support specialist in all industries was $71,530.

Career Path and Earnings Potential for Customer Service Representatives

If you are interested in a career as a customer service representative, you should be aware of specific things such as salary, hours worked, and employee reporting options.

So how much can you make? In fact, where you work also determines your earnings. Although, the median salary of a customer service representative in the United States is $39,680 per year or $19.08 hourly.

Working hours

You will be able to find roles for both full-time or part-time work while working as a customer service representative. If your job is in a call center, your hours may include late at night and early in the morning while working in retail most likely will involve evening, weekend or holiday hours during peak times.

Promotions

Just like other positions, You can get a promotion while working as a customer service representative. In reality, you can expect to be eligible for promotions to a supervisor, team lead or management role. You may also choose to pursue other areas of retail, for example, sales or marketing.

9 Tips for Getting a Job as a Customer Service Representative

If you are motivated to research possibilities for a career as a customer service representative, these 9 suggestions can assist you in building the experience and education required for a job in customer service.

1. Develop your workplace skills

Productive behaviours are an essential component to be an effective customer service representative. You will often be expected to engage with customers while being friendly and empathetic and resolving customer concerns. If you can remain calm and diplomatic at the same time you will be better equipped to manage difficult or stressed customers. Other productive characteristics for a successful customer service reps are being flexible, having attention to details, and remembering things quickly.

2. Build your computer skills

Professional customer service representatives spend long hours sitting behind a computer screen. You may need typing and data entry skills in addition to familiarizing yourself with common software applications like Microsoft Word and Excel.

You can take classes or courses through local community colleges or vocational schools, or you can take online courses and learn at your own pace.

3. Consider certification

Certifications may not be required for many customer service positions; however, certification may be required for more advanced positions. Earning an industry certification could also be a better way to validate your skills in front of recruiters and hiring managers.

Examples of customer service certifications include:

• Certified Customer Experience Professional (Customer Service Institute of America)

• HDI Customer Service Representative

• Certified Customer Service Professional (National Customer Service Association)

HDI Customer Service Representative: Source

4. Train for a particular industry

The majority of careers train new hires for on-the-job training, which could mean you will be working alongside another senior employee. Other industries require specific training by a separate training team or organization. Depending on the state you are in or the industry you are working in, you may specifically have to follow basic training procedures too. This may usually refer to the finance or insurance customer service careers.

5. Take a communication course

Communication can often be a central focus in this job. You could consider taking courses like Improve Your Communication Skills to help refine your written and verbal skills. On top of that, due to the working with customer features, remember to improve your English skills. In reality, you may face with foreigners sometimes, so make sure that your English speaking skills (in the case English is your second language) are good enough to communicate with them.

6. Gain some customer service representative experience

Employers might like to see that you have worked with people. You will want to get some experience related to working with the public in other positions. Look for roles like a cashier, server, or sales associate at a store. You could also volunteer in your community, which would be valuable experience working with customers.

7. Learn a second language

Learning a second language might be useful when speaking with customers who do not have English as their first language. It could also help you stand out among other applicants. Mandarin and Spanish are likely to be the most marketable.

8. Complete your education

Most customer service representatives do not require you to have completed your post-secondary degree. However, many employers will request some sort of educational accomplishments such as a high school diploma, GED, or some other equivalent. You might even consider seeking out volunteer clubs or other groups in order to gain customer service experience.

9. Practice your interview

When you are prepared to apply for a job, be sure you are prepared for the interview by reviewing anticipated possible questions you might be asked in an interview. You may encounter questions such as:

Explain a time you positively and successfully helped someone with a problem.

• How would you assist a customer who is displeased?

• If a customer randomly asked you a question that you did not know the answer to, what would you do?

• Explain a time you needed to remain calm while in a busy situation.

• What would you do if you needed to work with someone you did not get along with?

With many job opportunities in different areas and possibilities for promotion, a customer service career is a viable option for many individuals. The customer service representative role can be a great place to begin your career, or a great place to transition, and can provide valuable skills and experience for future employment. If you possess strong communication skills, patience, and have a desire to help others, then a career in customer service may be worth your consideration.

Conclusion

Many people think that customer service representative is a tough job due to facing difficult customers. However, every position has its own challenges and benefits. If you have greate soft skills in handling situations, the job wouldn’t be so hard and it brings good salary. So, why not give it a try?