What does a Customer Service Representative do?
Customer service representatives answer questions or requests from customers or the public. 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.
The specific duties of customer service representatives vary by industry. For example, representatives who work for utility and telecommunications companies may help customers with service problems, such as outages. Although selling a product or service is not their main job, representatives may help generate sales while providing information.
Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer the phone and use computers to explore solutions for customers.
Working as a Customer Service Representative
Depending on their roles, qualifications, specialization and years of experience, a customer service representative may:
- Listen to customers' questions and concerns and provide answers or responses
- Record details of customer contacts and actions taken
- Take orders, calculate charges, and process billing or payments
- Review customer accounts and make changes, if necessary
- Refer customers to supervisors or more experienced employees.
- Provide information about products and services
- Handle returns or complaints
How much does a Customer Service Representative make in the United States?
Average base salaryData source tooltip for average base salary.
The average salary for a customer service representative is $13.52 per hour in the United States, $2,000 cash bonus per year and $6,725 commission per year.
Frequently asked questions
What types of customer service representative jobs are there?
Customer service representatives are responsible for helping solve customer issues and requests. This involves specializing in customer communication using the following methods:
- Responding to customer phone calls
- Engaging with customers in-person
- Communicating with customers online via chatbots or email
- Monitoring company social media accounts and responding to customer questions and feedback on these channels
Customer service representative jobs will vary depending on the company's communication method chosen for each role.
Can customer service representatives work from home?
Customer service agents usually work in an office and support customers online and via the phone. However, with the right technology tools, they can successfully work from home and continue to support customers.
How old do you have to be to work as a customer service representative?
The minimum age to work as a customer service representative is 16 years old, however, many companies will require their employees to be over the age of 18. Check with the company before you apply to make sure that you are eligible for employment.