What You Need to Know About Customer Service Representative
Customer Service Representative Job Description Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Life As a Customer Service Representative
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- 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.
- 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.
- Solicit sales of new or additional services or products.
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Customer Service Representative Skills
When polled, Customer Service Representatives say the following skills are most frequently used in their jobs:
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.
Types of Customer Service Representative
- Membership Coordinator
- Verifying Specialist
- Call Center Representative
- Warranty Manager
- Service Advocate Contact
Is There Job Demand for Customer Service Representatives?
In 2016, there was an estimated number of 2,784,500 jobs in the United States for Customer Service Representative. 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.
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.
Average Customer Service Representatives Salary
The typical yearly salary for Customer Service Representatives is somewhere between $22,140 and $55,310.
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?
Below is a list of the types of tools and technologies that Customer Service Representatives may use on a daily basis:
- 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 to Become a Customer Service Representative
Learn what Customer Service Representative education requirements there are.
How many years of work experience do I need?
Where do Customer Service Representatives Work?
The table below shows some of the most common industries where those employed in this career field work.
Similar Careers
Those interested in being a Customer Service Representative may also be interested in:
Those who work as a Customer Service Representative sometimes switch careers to one of these choices:
References:
Image Credit: Jace Armstrong via public domain
More about our data sources and methodologies.
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