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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.

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.

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.

Average Customer Service Representatives Salary

The typical yearly salary for Customer Service Representatives is somewhere 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?

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
  • Facebook
  • 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.

Customer Service Representative Degree Level

How many years of work experience do I need?

Customer Service Representative Work Experience

Where do Customer Service Representatives Work?

Customer Service Representative Sectors

The table below shows some of the most common industries where those employed in this career field work.

Customer Service Representative Industries

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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