Customer service representatives typically do the following:
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 in banks may answer customers’ questions about their accounts. Representatives who work for utility and telecommunications companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. 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.
Customer service representatives typically need a high school diploma or equivalent.
Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing an exam. Some employers and organizations provide training for these exams.