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Customer Service Representatives
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.
Also Known As:
Account Representative
Call Center Representative
Client Services Representative
Customer Care Representative (CCR)
Customer Service Agent
Customer Service Representative (CSR)
Customer Service Specialist
Customer Support Representative (Customer Support Rep)
Guest Service Agent
Member Services Representative (Member Services Rep)
Wages
Annual wages for Customer Service Representatives in United States
Job Outlook
Bright
New job opportunities are very likely in the future
United States
2034 Projected Employment
2,660,300
-6% Change From 2024
Explore Customer Service Representatives video
Tasks you might complete in a day.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Refer unresolved customer grievances to designated departments for further investigation.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Solicit sales of new or additional services or products.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- 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.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
Subject areas you may need to master.
- Production and Processing - Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
- Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
- Physics - Knowledge and prediction of physical principles, laws, their interrelationships, and applications to understanding fluid, material, and atmospheric dynamics, and mechanical, electrical, atomic and sub-atomic structures and processes.
- Design - Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.
- Mechanical - Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
- Administrative - Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
- Philosophy and Theology - Knowledge of different philosophical systems and religions. This includes their basic principles, values, ethics, ways of thinking, customs, practices, and their impact on human culture.
- Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
- Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
- Chemistry - Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods.
- Sociology and Anthropology - Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures, and their history and origins.
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
- Foreign Language - Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.
- Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
- Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
- Biology - Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.
- Psychology - Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
- Medicine and Dentistry - Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
- Geography - Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.
- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Economics and Accounting - Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.
- History and Archeology - Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures.
- Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
- Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
- Fine Arts - Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture.
- Therapy and Counseling - Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.
- Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
- Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
- Building and Construction - Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.
- Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
- Food Production - Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques.
- Engineering and Technology - Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
- Transportation - Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
Strengths you may need in this role.
- Technology Design - Making equipment and technology useful for customers.
- Operations Monitoring - Watching gauges, dials, or display screens to make sure a machine is working.
- Systems Analysis - Figuring out how a system should work and how changes in the future will affect it.
- Systems Evaluation - Measuring how well a system is working and how to improve it.
- Operations Analysis - Figuring out what a product or service needs to be able to do.
- Management of Financial Resources - Making spending decisions and keeping track of what is spent.
- Programming - Writing computer programs.
- Reading Comprehension - Reading work-related information.
- Active Listening - Listening to others, not interrupting, and asking good questions.
- Monitoring - Keeping track of how well people and/or groups are doing in order to make improvements.
- Quality Control Analysis - Testing how well a product or service works.
- Speaking - Talking to others.
- Mathematics - Using math to solve problems.
- Coordination - Changing what is done based on other people's actions.
- Active Learning - Figuring out how to use new ideas or things.
- Negotiation - Bringing people together to solve differences.
- Persuasion - Talking people into changing their minds or their behavior.
- Instructing - Teaching people how to do something.
- Critical Thinking - Thinking about the pros and cons of different ways to solve a problem.
- Equipment Selection - Deciding what kind of tools and equipment are needed to do a job.
- Service Orientation - Looking for ways to help people.
- Installation - Installing equipment, machines, wiring, or computer programs.
- Complex Problem Solving - Noticing a problem and figuring out the best way to solve it.
- Equipment Maintenance - Planning and doing the basic maintenance on equipment.
- Management of Personnel Resources - Selecting and managing the best workers for a job.
- Social Perceptiveness - Understanding people's reactions.
- Learning Strategies - Using the best training or teaching strategies for learning new things.
- Writing - Writing things for co-workers or customers.
- Repairing - Repairing machines or systems using the right tools.
- Operation and Control - Using equipment or systems.
- Time Management - Managing your time and the time of other people.
- Management of Material Resources - Managing equipment and materials.
- Science - Using scientific rules and strategies to solve problems.
- Troubleshooting - Figuring out what is causing equipment, machines, wiring, or computer programs to not work.
- Judgment and Decision Making - Thinking about the pros and cons of different options and picking the best one.
- Static Strength - Lifting, pushing, pulling, or carrying.
- Time Sharing - Doing two or more things at the same time.
- Rate Control - Changing when and how fast you move based on how something else is moving.
- Visualization - Imagining how something will look after it is moved around or changed.
- Finger Dexterity - Putting together small parts with your fingers.
- Peripheral Vision - Seeing something to your side when your are looking ahead.
- Inductive Reasoning - Making general rules or coming up with answers from lots of detailed information.
- Flexibility of Closure - Seeing hidden patterns.
- Selective Attention - Paying attention to something without being distracted.
- Near Vision - Seeing details up close.
- Deductive Reasoning - Using rules to solve problems.
- Speed of Closure - Quickly knowing what you are looking at.
- Reaction Time - Quickly moving your hand, finger, or foot based on a sound, light, picture or other command.
- Visual Color Discrimination - Noticing the difference between colors, including shades and brightness.
- Oral Expression - Communicating by speaking.
- Sound Localization - Noticing the direction that a sound came from.
- Glare Sensitivity - Seeing something even if there is a glare or very bright light.
- Far Vision - Seeing details that are far away.
- Perceptual Speed - Quickly comparing groups of letters, numbers, pictures, or other things.
- Speed of Limb Movement - Quickly moving your arms and legs.
- Dynamic Flexibility - Quickly and repeatedly bending, stretching, twisting, or reaching out with your body, arms, and/or legs.
- Problem Sensitivity - Noticing when problems happen.
- Wrist-Finger Speed - Making fast, simple, repeated movements of your fingers, hands, and wrists.
- Extent Flexibility - Bending, stretching, twisting, or reaching with your body, arms, and/or legs.
- Number Facility - Adding, subtracting, multiplying, or dividing.
- Response Orientation - Quickly deciding if you should move your hand, foot, or other body part.
- Written Comprehension - Reading and understanding what is written.
- Hearing Sensitivity - Telling the difference between sounds.
- Oral Comprehension - Listening and understanding what people say.
- Speech Recognition - Recognizing spoken words.
- Speech Clarity - Speaking clearly.
- Control Precision - Quickly changing the controls of a machine, car, truck or boat.
- Multilimb Coordination - Using your arms and/or legs together while sitting, standing, or lying down.
- Arm-Hand Steadiness - Keeping your arm or hand steady.
- Stamina - Exercising for a long time without getting out of breath.
- Written Expression - Communicating by writing.
- Auditory Attention - Paying attention to one sound while there are other distracting sounds.
- Category Flexibility - Grouping things in different ways.
- Spatial Orientation - Knowing where things are around you.
- Gross Body Coordination - Moving your arms, legs, and mid-section together while your whole body is moving.
- Depth Perception - Deciding which thing is closer or farther away from you, or deciding how far away it is from you.
- Fluency of Ideas - Coming up with lots of ideas.
- Originality - Creating new and original ideas.
- Memorization - Remembering words, numbers, pictures, or steps.
- Trunk Strength - Using your lower back and stomach.
- Mathematical Reasoning - Choosing the right type of math to solve a problem.
- Explosive Strength - Jumping, sprinting, or throwing something.
- Gross Body Equilibrium - Keeping your balance or staying upright.
- Information Ordering - Ordering or arranging things.
- Dynamic Strength - Exercising for a long time without your muscles getting tired.
- Manual Dexterity - Holding or moving items with your hands.
- Night Vision - Seeing at night or under low light.
Average Education Attained
Highest level of education earned by people in this career.
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Content sourced from United States Department of Labor Employment and Training Administration ("DOLETA") and the Minnesota Department of Employment & Economic Development ("DEED")