A Customer Service Representative is a person who interacts with customers to handle complaints, process orders and provide information about an organization’s products and services often via multiple channels including phone, email, mail, social media or live chat.
Customer Service Representatives work for a variety of industries so their customer service duties vary depending on what industry they are employed in. For example, representatives who work for an airline may answer customers’ questions about their flights and travel itineraries. Representatives who work for technology or software companies may help customers with problems with their computer or computer software. Those who work in telecommunications companies often handle issues regarding mobile phones, cable TV and internet services. It is also common for representatives to update customer or product databases and make changes to customers’ accounts. Customer Service Representatives must be familiar with the products and services of the company in which they are employed.
According to bls.gov, some of the daily duties Customer Service Representatives perform are documented as follows:
Here are some common Customer Service skills required for many job postings by companies seeking Customer Service Reps:
With the trend in customer service no longer being limited to just a call center or a place where agents respond to inbound inquiries, customer service representatives may find themselves working not only as Telephone agents but also Email agents, instant messaging agents and social medial and marketing agents.
According to the bureau of labor statistics, the demand for Customer Service Representatives is projected to grow 10% from 2014 to 2024, faster than the average for all occupations with the largest growth coming from telephone call centers, also known as customer contact centers, where growth is expected to be 39 percent from 2014 to 2024.
Annual Salary is $31,720 per year or $15.25 per hour. (This may vary significantly depending on the region of employment and the level of responsibility and knowledge the job entails.)