Customer Service Representative

Working Schedule

• Most Customer Service Representatives work full-time, but some do work part-time. They often work evenings, holidays, and weekends since these can be busy. Since call centers are generally open 24 hours, Customer Service Representatives often work shifts. 

Typical Duties

• Provide customers with information about products or services
• Resolve any customer issues
• Refer any unresolved customer problems to a supervisor or more experienced employee
• Keep records of customer interaction, including questions, complaints, and what was done to answer questions or solve problems
• Issue refunds or make bill adjustments
• Update customer information, including address, phone number, and payment information
• If a product or service is sold, bill customers and collect payments or deposits
• Request tests to find out why a product malfunctioned
• Examine all possible causes of a customer’s complaint 
• Review claims adjustments
• Determine if a lost or damaged item is covered by insurance
• Verify customer’s financial information and confirm successful transactions

Additional Responsibilities

• Examine items for damage or flaws
• Promote products or services
• Notify customers of updates such as a product shipped or refund sent
• Recommend better shipping materials and practices

Soft Skills

• Active Learning
• Active Listening
• Critical Thinking
• Monitoring Self and Others
• Reading Comprehension
• Service Orientation
• Social Perception
• Speaking
• Time Management

Technical Skills

• Accounting software (Intuit Quickbooks, Tax software)
• Cloud-based access and sharing software (Dropbox, Google Drive)
• Computer-based training software (Padlet)
• Contact center software (Timpani)
• CRM software (Applied Systems Vision, Salesforce)
• Desktop communications software (Skype)
• Document management software (Adobe)
• Electronic mail software (Microsoft Outlook)
• Financial analysis software (Delphi)
• Graphics software (Adobe Illustrator, Photoshop)
• Video conferencing software (FaceTime, Zoom)
• Word processing software (Google Docs, Microsoft Word)

• Retail Trade
• Insurance Carriers
• Wholesale Trade
• Business Support Services

Customer service representatives work in various industries, so their atmospheres will also vary. If a call center employs them, it can get noisy with all the phones ringing and multiple conversations happening. This can be a stressful job, especially when being monitored by a supervisor or dealing with an unhappy customer. 

Weekends and holidays are often busy times for Customer Service Representatives. Many call centers are on-duty 24 hours, so some Customer Service Representatives may have a late night or early morning shifts. In-store Customer Service Representatives may spend most of their shift on their feet.

Due to the increase in automated systems, there is little projected growth for jobs in customer service over the next few years. However, there are still an average of 361,700 job openings annually for Customer Service Representatives due to job changes and retirement. 

Even with all the technological advances, there are still some things a bot cannot do, such as provide refunds to accounts. Also, some businesses choose to contract their customer service work out to call centers rather than hire their own customer service department, which still provides job opportunities for Customer Service Representatives. 

Customer service representatives help customers resolve problems all shift long. To do this job, they should have a friendly, upbeat personality and a lot of patience. Since they are good at solving problems, they have probably always liked figuring out puzzles or helping others devise a solutions to their dilemmas. 

They likely got “talks too much” on their report card when they were younger or were voted “friendliest” or “most likely to lend a helping hand” in high school. This is not a job for shy, introverted people; therefore, most Customer Service Representatives are usually extroverts.