Customer Service Representatives
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
SOC: 43-4051.00
Common Job Titles
Account RepresentativeCustomer Service Representative (CSR)Customer Service SpecialistMember Services Representative (Member Services Rep)
What You'll Need to Succeed
AI-generatedKey competencies for this occupation at a glance
- MindsetRespond to customer inquiries and concerns with empathy and professionalism across multiple communication channels including phone, email, and chat platforms.Proficient
- KnowledgeOperate customer relationship management (CRM) systems and multi-channel contact center software to document interactions, process transactions, and track service requests efficiently.Proficient
- MindsetBalance customer satisfaction goals with organizational policies and time constraints when managing multiple inquiries and resolving conflicts independently.Proficient
- KnowledgeOrganize daily workflow and prioritize customer service tasks in fast-paced call center or service desk environments to meet performance metrics.Proficient
- KnowledgeApply product and service knowledge to address routine customer questions using CRM software and knowledge bases while adhering to company scripts and policies.Developing
- KnowledgeAnalyze customer complaints and service issues to identify root causes and determine appropriate resolution pathways within established guidelines.Developing
- MindsetEngage with diverse customers demonstrating cultural sensitivity and active listening to build rapport and trust.Developing
- KnowledgeInterpret customer needs and communication cues during high-volume interactions to provide accurate information and appropriate solutions.Developing
- KnowledgeApply problem-solving techniques to resolve general customer complaints by coordinating with supervisors and other departments when issues require escalation.Developing
- KnowledgeExplain product features, service procedures, and account information using clear, accessible language tailored to customer comprehension levels.Developing
Wage Data According to the Bureau of Labor Statistics
Annual wage data for Customer Service Representatives (2024)
Estimated Total Employment (U.S.)
2,725,930
Wage Distribution by Percentile
| Metric | U.S. |
|---|---|
| 10% of workers earn the following or less | $30,690 |
| 10% of workers earn the following or more | $62,730 |
| Workers on average earn | $45,380 |
+ indicates wage is at or above the BLS reporting cap ($239,200/year)
Skills & Requirements
Key competencies for this occupation, ranked by importance
- Customer and Personal Service4.7/5
- English Language3.9/5
- Administration and Management3.5/5
- Sales and Marketing3.5/5
- Mathematics3.3/5
Tools & Technology
Equipment and software commonly used in this occupation
In-Demand Technology
Frequently requested by employers in job postings
Adobe AcrobatAdobe Creative Cloud softwareAdobe IllustratorAdobe PhotoshopApple macOSFacebookGoogle DocsIntuit QuickBooksKronos Workforce TimekeeperMEDITECH softwareMicrosoft AccessMicrosoft DynamicsMicrosoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft SharePointMicrosoft TeamsMicrosoft WindowsMicrosoft WordOracle DatabaseOracle PeopleSoftSAP softwareSalesforce softwareSlackYardi softwareZoom
Technology Skills
ADP Workforce NowAS/400 DatabaseActive Data Online WebChatAirtableApple KeynoteApplied Systems VisionAstute Solutions PowerCenterAustin Logistics CallSelect
Tools & Equipment
Autodialing systemsAutomatic call distribution ACD systemCalling line identification equipmentCash registersDesktop computersDialed INTEGER identification systems DNISGlobal positioning system GPS receiversMulti-line telephone systems