TrainingĬustomer service representatives usually receive short-term on-the-job training, which typically lasts 2 to 4 weeks. However, some of these workers have postsecondary education that may include a bachelor's degree in fields such as business, communications, and social science. EducationĬustomer service representatives typically need a high school diploma or equivalent to enter the occupation. They should be good at communicating and interacting with people. Jobs in call centers may require representatives to work shifts early in the morning or late at night because some call centers are open 24 hours a day.Ĭustomer service representatives typically need a high school diploma or equivalent to enter the occupation and receive on-the-job training to learn the specific skills needed for the job. Customer service representatives often need to work during busy times, which may include evenings, weekends, and holidays. Work SchedulesĪlthough most customer service representatives work full time, some work part time. In retail stores, representatives may spend hours on their feet assisting customers in person. ![]() In addition, the work may be stressful when representatives must interact with dissatisfied customers Representatives may be under pressure to answer a designated number of calls while supervisors monitor them for quality assurance. Working from home is also possible in some companies. Representatives in offices may work in a large room alongside other employees, so the area can be noisy. Professional, scientific, and technical servicesĬustomer service representatives are employed in nearly every industry. Insurance carriers and related activities The largest employers of customer service representatives were as follows: Retail trade For example, representatives who work in call centers answer the phone and use computers to explore solutions for customers.Ĭustomer service representatives held about 2.9 million jobs in 2021. Although selling a product or service is not their main job, representatives may help generate sales while providing information.Ĭustomer service representatives typically use a telephone, computer, and other office equipment. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Representatives who work for utility and telecommunications companies may help customers with service problems, such as outages. For example, representatives who work in banks may answer customers’ questions about their accounts. The specific duties of customer service representatives vary by industry. 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. Refer customers to supervisors or more experienced employeesĬustomer service representatives answer questions or requests from customers or the public.Record details of customer contacts and actions taken.Review customer accounts and make changes, if necessary.Take orders, calculate charges, and process billing or payments.Provide information about products and services. ![]()
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