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Customer service representatives handle customer complaints, process orders, and provide information about an organization’s products and services.
Customer service representatives typically do the following:
Customer service representatives answer questions or requests from customers or the public. They typically answer incoming phone calls, but some also interact with customers face to face, by email, or live chat.
The specific duties of customer service representatives vary depending on what kind of company they work for. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process cash refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help to generate sales leads while providing information about a product or service.
Customer service representatives typically use a telephone, computer, and other office equipment. Those employed in retail stores may occasionally use cash registers to process returns or orders.
Work EnvironmentCustomer service representatives held about 2.4 million jobs in 2012 and were employed in nearly every industry. Many work in telephone call centers, credit and insurance agencies, banks, and retail stores.
Representatives usually work in an office setting, sharing a large room with other employees. As a result, the work area can be crowded and noisy. Some workers may be under pressure to answer a designated number of calls while supervisors monitor them for quality assurance. In addition, the work can sometimes be stressful when they have to interact with difficult or irate customers.
In retail stores, representatives may spend hours on their feet assisting customers in person.
Because many call centers are open around the clock, these positions may require early morning or late night shifts. Weekend or holiday work is also common.
In retail stores, customer service representatives are often needed to work during busy times, such as evenings, weekends, and holidays. Some companies hire additional workers during the holiday season when more customers are expected.
Education and TrainingCustomer service representatives typically need a Professional Diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have basic computer skills.
Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.
General customer service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.
In certain industries, such as finance and insurance, customer service representatives must keep up-to-date with changing regulations.
Communication skills. Customer service representatives need strong communication skills to answer customers clearly. They must understand and communicate information effectively in writing, by phone, or in person.
Customer-service skills. Companies rely on representatives to help retain customers by answering customer questions and complaints in a helpful and professional manner.
Interpersonal skills. Creating positive interactions with customers is an essential part of a representative’s job.
Listening skills. Representatives must listen carefully and understand a customer’s situation in order to help them.
Patience. Workers should be patient and polite, especially when interacting with difficult or irate customers.
Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.
