What does a Customer Service Representative do?

Customer service representatives (CSRs) are the front-line support within organizations that sell products and services to consumers and businesses. In consumer sales focused companies, customer service reps provide phone-based support to customers to help resolve product issues, answer account and billing questions, and in some cases, make new sales. In services-focused companies whose sales are business-to-business in nature, a CSR will usually solve specific product quality or integration issues. In such cases, a rep will work closely with an account manager or sales representative.

The skills needed to be a successful customer service representative include: strong communication skills, customer service system experience, and time management and interpersonal skills.

  • Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion
  • Document all inquires, requests, resolutions, and follow-up tasks
  • Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines
  • Display a courteous and empathetic attitude to all customers
  • Perform research to answer customer inquiries and requests
  • Grow existing customer accounts through exceptional customer service and effective sales techniques
  • Meet quantitative performance metrics as outlined
  • Keep customer accounts current by updating databases during calls
  • High school diploma or general education degree (GED) required
  • 1 year of customer service experience
  • Experience working with inbound and outbound calls, customer retention, and inside sales preferred
  • Proficient in Microsoft Office
  • Excellent interpersonal and communication skills
  • Comfortable working in a high volume role
  • Demonstrated ability to prioritize tasks and manage time efficiently
  • Basic computer skills in various software and web-based applications

Average Years of Experience

0 - 1
29%
2 - 4
35%
5 - 7
7%
8+
29%

Common Skill Sets

Excellent Customer Service
Excellent Communication
VERBAL Communication
Microsoft Office Suite
MS OUTLOOK
Critical Thinking
History Major
ERP System

Customer Service Representative Seniority Levels

Call Center Representative
10% made the transition
Customer Service Manager
14% made the transition
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Customer Service Representative Salaries

Average Base Pay

$33,648 /yr
Same as national average
Not including cash compensation
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$24K
Median: $34K
$47K
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Glassdoor Estimated Salary

Customer Service Representative Jobs

Customer Service Representative Interviews