What does a Customer Service Representative do?
Customer Service Representatives are often customers’ primary points of contact, meaning their service can impact how customers perceive organizations. By maintaining a positive attitude when talking with customers, they can de-escalate situations, aiding in improved customer retention rates. Overall, their work enhances the customer experience and supports customer satisfaction rates.
A CSR may also increase revenue. At some organizations, prospective customers speak to Customer Service Representatives at the start of the sales process to receive introductory information. Then, they may be referred to a Sales Representative or other member of the sales team. Even when not assigned this duty, a CSR may identify opportunities for cross-selling and upselling while handling routine inquiries.
Customer Service Representative skills and qualifications
To succeed in their roles, Customer Service Representatives need a variety of skills. Some qualifications that can indicate a quality candidate for your open position include:
- Interpersonal communication skills to ensure positive interactions with customers
- Analytical and problem-solving skills to diagnose problems and recommend effective solutions
- Multitasking and organizational skills to work on multiple issues at one time
- Active listening and communication skills to provide concise answers to inquiries
- Time-management skills to respond to customer emails, calls and web chat messages promptly
- Teamwork skills to collaborate with representatives and coworkers in other departments
- Ability to remain upright and stationary for long periods during a shift
- Technical skills to use voice-over-IP phones and customer records management, word processing, database, email and chat software programs
Customer Service Representative experience requirements
Most Customer Service Representatives receive on-the-job product and customer service training. As a result, a candidate may be able to succeed in the position with no previous experience. You may choose to prioritize candidates who have a few years of experience in a customer-facing role, such as working as a Cashier, Server or Retail Sales Associate.
For positions that involve training or supervising other CSRs, candidates with a few years of previous work history as a Customer Service Representative may be a better fit.
Customer Service Representative education and training requirements
There are typically no formal education requirements for Customer Service Representatives, making this role a strong candidate for skills-first hiring. Rather than focusing on academic credentials, you can prioritize practical skills such as communication, problem-solving, conflict resolution and familiarity with customer service software.
In regulated industries like finance or insurance, a professional license may be required depending on federal, state or local laws. If licensure is necessary for your open role, be sure to include that information in the job description’s qualifications section.
Some employers may prefer candidates who hold relevant voluntary certifications. These include general customer service credentials, such as the National Customer Service Association’s (NCSA’s) Certified Customer Service Professional (CSSP) designation, or those that are industry-specific, like the American Banker’s Association’s (ABA’s) Customer Service Representative Certificate.
Customer Service Representative salary expectations
According to Indeed Salaries, the average salary for a Customer Service Representative is $70,203 per year. Location, skills, experience and licensing and certification status contribute to CSR pay rates.
Customer Service Representative salary expectations
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Common salary:
19.52 HOURLY -
Typical salaries range from
7.25 -47.85 HOURLY - Find more information on Indeed Salaries
*Indeed data –
Job description samples for similar positions
If the Customer Service Representative job description doesn’t suit your needs, check out descriptions for these related professions:
- Sales Support Specialist
- Customer Service Manager
- Technical Support Specialist
- Desktop Support Specialist
Customer Service Representative job description FAQs
What is the difference between a Customer Service Representative and a Technical Support Representative?
Customer Service Representatives and Technical Support Representatives help customers with concerns, but their focuses differ. Customer Service Representatives typically receive customer feedback and answer questions related to products and services.
Technical Support Specialists usually have IT training, which helps them provide advanced expertise in electronic devices, computer hardware, or computer software. They use their knowledge and device manuals to help customers troubleshoot and resolve problems.
What qualities make a good Customer Service Representative?
Patience is an important quality for a Customer Service Representative, as the position involves interpersonal communication. Individuals who thrive in fast-paced environments and can adapt quickly to changing job duties are likely to excel in the role. Because policies and products may change over time, a willingness to learn is also beneficial.
Who does a Customer Service Representative report to?
A Customer Service Representative often reports to a Customer Service Supervisor or Team Leader. Customer service centers usually have several supervisors or team leaders who answer to a Customer Service Manager.
*Indeed provides this information as a courtesy to users of this site. Please note that we are not your recruiting or legal advisor, we are not responsible for the content of your job descriptions, and none of the information provided herein guarantees performance.
