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 Representative
Customer Service Representative (CSR)
Customer Service Specialist
Member Services Representative (Member Services Rep)

What You'll Need to Succeed

AI-generated

Key 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)

Region

Compare with Region

Estimated Total Employment (U.S.)

2,725,930

Wage Distribution by Percentile

U.S.

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 Acrobat
Adobe Creative Cloud software
Adobe Illustrator
Adobe Photoshop
Apple macOS
Facebook
Google Docs
Intuit QuickBooks
Kronos Workforce Timekeeper
MEDITECH software
Microsoft Access
Microsoft Dynamics
Microsoft Excel
Microsoft Office software
Microsoft Outlook
Microsoft PowerPoint
Microsoft SharePoint
Microsoft Teams
Microsoft Windows
Microsoft Word
Oracle Database
Oracle PeopleSoft
SAP software
Salesforce software
Slack
Yardi software
Zoom

Technology Skills

ADP Workforce Now
AS/400 Database
Active Data Online WebChat
Airtable
Apple Keynote
Applied Systems Vision
Astute Solutions PowerCenter
Austin Logistics CallSelect

Tools & Equipment

Autodialing systems
Automatic call distribution ACD system
Calling line identification equipment
Cash registers
Desktop computers
Dialed INTEGER identification systems DNIS
Global positioning system GPS receivers
Multi-line telephone systems