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Looking for details of a Customer Service Representative’s Job Description?
Scroll down to get information about Duties, Certifications, Salary and other relevant insights for the Accountant role.
A position that is dealing with improving customer satisfaction may be considered one of
the top priorities of a company. The reason is clear: a satisfied customer will most probably be a loyal customer, and loyalty will lead to preference of your business instead of competitors. As the name suggests, “Customer” Service Representative, handles the customer related duties as his/her main job responsibility.
Now let’s dig into this position deeper…
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Yes, as an Accountant, you will be working with numbers, a lot!
Who is a Customer Service Representative?
According to Cambridge Dictionary, a Customer (Service) Representative is a person
whose job is to deal with a business’s customers.
Like a pawn in a chess game, a customer service representative works as the front-line
officer for customers by answering their questions before or during using the product
or service of the company.
To be referred to as a good customer service representative, you need to be polite and
positive even dealing with stressful situations with a customer. Also, knowing the
products or services very well is critical. Helping to use the products effectively,
providing a solution to the complaints, leading to other departments when necessary and
following up until the customer’s satisfaction is a typical example of a customer service
representative’s daily life.
If you are eager to play a key role in company’s success by directly helping customers via
phone, face to face, email, or live chat through social media, this role just be for you.
Let’s look at further details about Customer Service Representative and their duties, salary and skills required.
What are the duties and responsibilities of a customer service representative?
First of all, it is important to know that that Customer Service Representatives work in a variety of different industries and work in a variety of teams and projects, so this is not a “call-center agent” role. Depending on their different duties, the name of the
position may vary such as:
According to the Bureau of Labor Statistics, the main industries where Customer Service Representatives work are:
Business Support Services
Professional, Scientific and Technical Services
Due to the variety of industries a Customer Service Representative might be working in,
clearly examining the job duties and responsibilities written on the job description when applying for Customer Service Representative job positions is pretty important. In general, the duties are as listed below:
What skills and qualifications are needed for a Customer Service Representative?
Positive attitude and customer orientation are the basic skills that are expected for a
customer service representative to have. The others are:
PS. Please keep in mind to mainly go over specific skills mentioned in the
job description to see if you would be a good match!
Training and Education for Customer Service Representatives
Even though a high school diploma is required only for the Customer Service
Representative job, depending on the industry, some may need a university education
like business management as there is a continuous need for a more skilled workforce and
more qualified representatives. According to the Microsoft survey report presented in
2020 and named ‘Global State of Customer Service (The transformation of customer
service from 2015 to present-day)’, 55% of customers expect better customer service
year over year and this is 70% among those customers aged btw 18-34. Therefore, as mentioned at the beginning of this article, it is critical fulfilling these expectations to
assure customer loyalty for the business income and success.
To guarantee customer satisfaction, the customer service specialists should be trained
well internally (on the job) to fully know the product portfolio of the company and
to understand customer behavior and preferences. So well-trained customer
representatives with a positive attitude create a positive customer experience, which in turn will lead to high revenue and success among competitors. As declared in the
Microsoft report, “Globally, 90% of consumers believe customer service is very important
in the choice of brand.”
As a side note for CS Representatives working in the finance sector, they may need to
update their training or need licenses related to insurance or financial services.
Customer Service Representative Salary
According to the Bureau of Labor Statistics, the median salary of a Customer Representative in US in 2022 is about 37K per year (base salary):
In US, the number of open positions is around 3 million as of 2022, though there is an expected negative growth until 2030. This can be well explained that the most
significant number of employers in the Retail trade industry is expected to need less
demand for customer service representative positions as their duties will be automated
by mobile applications, social media, and self-service systems. What’s more, as the
technology continues to improve, more tasks will be managed without a need of a person.
It is expected that some Customer Service Rep. jobs will be shifted to Business
Support services from the Retail Trade sector. For providing combined sales and customer
service, some companies will switch customer service operations to phone call
centers and automated systems.
As a note, another opportunity for customer Service Representatives is switching to become Computer Support Specialists, a role within Customer
Service.This new role is expected to have more open positions in the future, also with a higher salary (Customer support specialists across all industries made a median salary of
$35,830 in 2020 in the US, while computer support specialists made $57,910.)
Overall employment of computer support specialists is projected to grow 9 percent
from 2020 to 2030, about as fast as the average for all occupations. Also, the projected
numeric change in employment from 2020 to 2030 is +72200, which is a promising number to be able to find open spots for people considering become Computer Support Specialists.
Tips and Tricks for Your Customer Support Representative Job Interview
During your interviews, the first thing that the recruiter would mostly like to measure is your understanding of what high-quality customer service is. Try to figure out if the
organization’s culture matches your attitude. Also, your communication skills and
empathy are closely observed during the interview, because in this job you will directly
communicate with the customer. Moreover, your problem-solving capability is another
important assessment criteria, as mentioned in the required skills section above
If you are a problem solver, enjoy supporting people using the company’s product or
services effectively, and feel self-satisfaction with the customer hapiness, then
‘Customer Service Specialist’ role may suit you very well. Also, it may bring many more
alternative job opportunities such as computer specialists or other business specialists,
which may upgrade and improve your career path.
Do not forget to start with a smile in your interview and try to keep your smile until it
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