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Customer service representatives often need to work during busy times, which may include evenings, weekends, and holidays.

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Work SchedulesĪlthough most customer service representatives work full time, some work part time. In retail stores, representatives may spend hours on their feet assisting customers in person. In addition, the work may be stressful when representatives must interact with dissatisfied customers Representatives may be under pressure to answer a designated number of calls while supervisors monitor them for quality assurance. Working from home is also possible in some companies. Representatives in offices may work in a large room alongside other employees, so the area can be noisy. Professional, scientific, and technical servicesĬustomer service representatives are employed in nearly every industry. Insurance carriers and related activities The largest employers of customer service representatives were as follows: Retail trade Many customer service representatives work in call centers.Ĭustomer service representatives held about 2.9 million jobs in 2021. For example, representatives who work in call centers answer the phone and use computers to explore solutions for customers. Although selling a product or service is not their main job, representatives may help generate sales while providing information.Ĭustomer service representatives typically use a telephone, computer, and other office equipment. Those who work in retail stores often handle returns, process refunds, and help customers locate items.

Representatives who work for utility and telecommunications companies may help customers with service problems, such as outages. For example, representatives who work in banks may answer customers’ questions about their accounts. The specific duties of customer service representatives vary by industry. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media.

Refer customers to supervisors or more experienced employeesĬustomer service representatives answer questions or requests from customers or the public.

Record details of customer contacts and actions taken.

Review customer accounts and make changes, if necessary.

Take orders, calculate charges, and process billing or payments.

Provide information about products and services.

Listen to customers’ questions and concerns and provide answers or responses.

DutiesĬustomer service representatives typically do the following: Learn more about customer service representatives by visiting additional resources, including O*NET, a source on key characteristics of workers and occupations.Ĭustomer service representatives listen and respond to customers' questions.Ĭustomer service representatives work with customers to resolve complaints, process orders, and provide information about an organization’s products and services.

More Information, Including Links to O*NET Similar OccupationsĬompare the job duties, education, job growth, and pay of customer service representatives with similar occupations.

Job OutlookĮmployment of customer service representatives is projected to decline 4 percent from 2021 to 2031.ĭespite declining employment, about 389,400 openings for customer service representatives are projected each year, on average, over the decade.Īll of those openings are expected to result from the need to replace workers who transfer to other occupations or exit the labor force, such as to retire.Įxplore resources for employment and wages by state and area for customer service representatives.

The median hourly wage for customer service representatives was $17.75 in May 2021. They should be good at communicating and interacting with people.

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How to Become a Customer Service RepresentativeĬustomer service representatives typically need a high school diploma to enter the occupation and are trained on the job. Work EnvironmentĬustomer service representatives are employed in nearly every industry. Quick Facts: Customer Service RepresentativesĬustomer service representatives interact with customers to handle complaints, process orders, and answer questions. Please enable javascript to play this video.