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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.
Depending on their roles, qualifications, specialization and years of experience, a customer service representative may: