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A customer service representative (CSR) acts as a liaison between a company and its customers. They are responsible for providing assistance, support, and solutions to customers' inquiries, concerns, and issues.
- Avg Salary 37K
The average salary for a customer service representative in...
- How to Become
To become a customer service representative, you can follow...
- Job Market
There are currently an estimated 2,784,500 customer service...
- Education
What level of education do customer service representatives...
- Work Environment
We surveyed 43,782 customer service representatives to...
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How To Work As A Customer Service Representative...
- Georgia
The average salary for customer service representatives in...
- Avg Salary 37K
Mar 27, 2024 · A Customer Service Representative, also known as a CSR, interacts with customers on behalf of a company. They provide information, answer questions, resolve issues, handle complaints, process orders, and offer support.
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- Overview
- What does a customer service representative do?
- Where do customer service representatives work?
- Requirements for customer service representatives
- Average salary for customer service representatives
- Job outlook for customer service representatives
- Tips for becoming a customer service representative
A customer service representative is an individual who assists and supports customers on behalf of a company or organization. A career in customer service can be rewarding, especially if you have a talent for communicating and a passion for helping others. If you're interested in pursuing a career as a customer service representative, understanding...
Answer customer questions
These customer service specialists respond to customer inquiries verbally or in writing. They help customers compare products and services and advise clients about which options meet their needs. Customer service representatives may also assist clients with calculating discounts or inform shoppers about sales. They may also help existing customers manage their accounts. For example, customer service representatives working for a bank may help customers report suspicious activity on their accounts or explain how to request a credit line increase.
Respond to customer complaints, comments and reviews
When customers experience problems with products and services, these support representatives handle complaints. They listen to or read about customer problems and suggest solutions. They might offer replacement items or discounts on future purchases to satisfy customers. Sometimes, customer support representatives might refer clients to supervisors, especially when handling complex complaints.Customer service representatives may also be responsible for reading reviews and comments left on public accounts for the company. For example, a representative may respond to comments on social media apologizing for customers' experiences and providing a solution.Read more: 7 Types of Complaints From Customers (Plus How To Resolve Them)
Resolve technical issues
Entry-level customer service representatives, especially those working for companies that sell electronics or software programs, may help troubleshoot simple technical issues. They might instruct customers on how to operate a program or device, help them install upgrades and implement solutions themselves. For advanced or complex technical issues, they may collaborate with a technical support specialist.
Customer service representatives commonly work in retail stores, call centers and corporate offices. In stores, they often work at desks and communicate directly with customers. In call centers and offices, they typically work on computers in open-layout offices, where they communicate with customers over the phone, through email or via online chat. Call centers are often open 24 hours a day, so these representatives may work late night, early morning or weekend shifts.Some customer service representatives may also work from home, using computers to call, email and chat with customers. According to the United States Bureau of Labor Statistics (BLS), some of the most common industries for customer service representatives include:
•Retail
•Insurance
•Business support services
•Wholesale trade
•Professional, scientific and technical services
Education for customer service representatives
Customer service representatives can benefit from having a high school diploma or a General Educational Development (GED) credential. While secondary education is technically optional to pursue a career as a customer service rep, having a high school diploma or equivalent may be a requirement to qualify for some jobs in the field. High school education provides aspiring customer service specialists with the basic communication and interpersonal skills they use in this field.Related: 21 Good-Paying Jobs That Require Only a High School Diploma
Training for customer service representatives
Customer service representative jobs may require candidates to complete on-the-job training or shadowing. These training programs vary from employer to employer and may last between a week and a month.They include basic customer service skills and teach support staff how to use computer software and customer relationship management (CRM) applications. During these training programs, customer service representatives also learn about the company's workflow and methods for documenting customer interactions.Related: What Is On-the-Job Training?
Customer service representative certifications
Certifications are rarely a requirement for this job, but customer service representatives can pursue optional credentials to improve their skills and increase their earning potential. Three of the most common certifications for customer service representatives include: •Certified Customer Experience Professional: Available from the Customer Service Institute of America, this credential requires candidates to complete an eight-module program. •Certified Customer Service Professional: The National Customer Service Association offers this designation to committed, experienced individuals. Eligible candidates have at least two years of relevant work experience and pass a 160-question exam to earn this credential. •HDI Customer Service Representative: This program through HDI teaches people the basics of customer service and soft skills like critical thinking and active listening. Candidates complete a four-unit training program and pass an exam to earn this certification. Related: 21 Types of Certifications for Jobs (With Benefits)
The average salary of a customer service representative is approximately $58,816 per year or $16.85 per hour for hourly employees. It's common for customer service roles to pay employees hourly, but some may earn salaries. Experience level, industry and location can affect customer service representative salaries. Customer service representatives c...
According to the BLS, the job market for customer service representatives may shrink by 4% between 2021 and 2031. Automation may decrease the demand for customer service support staff in many industries, especially retail. The BLS notes that business support services employers, like call centers, may still hire candidates for these roles, though.
Complete your education
To become a customer service representative, it's usually important to have a high school diploma or GED equivalent at the minimum. Complete your high school education and, if you plan to work towards a role in customer service management, consider earning an associate or bachelor's degree in business to further show employers your commitment to your field.
Develop relevant skills
To be a top candidate for customer service jobs, research and cultivate important skills, such as communication, listening and problem-solving. You can build these skills by attending training programs, applying them in your everyday life and pursuing entry-level jobs in business, retail or customer service. Some organizations offer internships in customer care, customer relationship management or sales, which may help you refine your customer service skills and qualify you for a full-time job in the future.Related: Customer Service Soft Skills: Definition and Examples
Consider earning certifications
Finally, consider earning professional certifications to show your skills and distinguish yourself as a highly qualified candidate. Research organizations within the customer service field and find certifications to help you grow your skills and confidence as a customer service representative. You can add these certifications to your resume, demonstrating to employers both your commitment to your field and providing you with a potential competitive edge over other applicants.
Nov 29, 2023 · Average annual salary (US): $39,904. Customer service representative is a role that can look very different in each position. As a customer service rep, you may: Interact directly with customers to give information about products and services. Answer questions. Address problems that customers have. Process orders, forms, and applications.
A Customer Service Representative (CSR) serves as the frontline ambassador between a company and its customers, playing a pivotal role in shaping the customer experience. Charged with addressing inquiries, resolving issues, and providing information, CSRs are integral in fostering customer satisfaction and loyalty.
Dec 24, 2021 · Dec 24, 2021 • 2 min read. Many people are unsure of the difference between Technical Service Representatives (TSRs) and Customer Service Representatives (CSRs). Do you need to hire TSRs or CSR for your company? In short, TSRs work on technical issues with customers, while CSRs handle customer service problems.
Nov 29, 2023 · Customer service representatives work directly with customers to provide assistance, resolve complaints, answer questions, and process orders. If you enjoy helping people, a job as a customer service representative could be a good fit.
