Career Overview
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.
Also Known As
- Account Representative
- Customer Service Representative (CSR)
- Customer Service Specialist
- Member Services Representative (Member Services Rep)
Alternate Job Titles
- Account Adjuster
- Account Representative
- Adjustment Clerk
- Automotive Service Advisor
- Automotive Service Writer
- Bill Adjuster
- Call Center Representative
- Claims Customer Service Representative (Claims CSR)
- Clerical Adjudicator
- Client Relations Specialist
- Client Service Representative (Client Service Rep)
- Client Services Representative
- Client Support Professional
- Compensation Adjuster
- Complaints Adjuster
What You'll Do
In this role, your typical responsibilities include:
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Refer unresolved customer grievances to designated departments for further investigation.
Knowledge You'll Use
You'll need solid knowledge in these areas:
- Customer and Personal Service
- English Language
- Administration and Management
Essential Skills
Success in this career requires strong skills in:
- Active Listening
- Service Orientation
- Speaking
Key Abilities
This career requires key abilities in:
- Oral Comprehension
- Oral Expression
- Speech Recognition
- Speech Clarity
- Problem Sensitivity
- Written Expression
- Near Vision
- Written Comprehension
- Deductive Reasoning
- Inductive Reasoning
Work Style
People who excel in this career typically demonstrate:
- Dependability
- Self-Control
- Cooperation
- Social Orientation
- Empathy
What Matters in This Career
This career tends to satisfy these work values:
- Relationships
- Support
- Independence
- Achievement
- Recognition
Education & Preparation
Typical Education: High School Diploma - or the equivalent (for example, GED)
Related Work Experience Needed: Over 6 months, up to and including 1 year
On-the-Job Training: Over 6 months, up to and including 1 year
Education Details: Usually requires a high school diploma or GED, though some occupations may not.
Experience Required: Some occupations may need little or no previous experience; others require several months to a year of experience. For example, landscaping and groundskeeping workers might require very little training or previous experience, while agricultural equipment operators can benefit from on-the job training.
Technology You'll Use
Popular Technologies & Software
- Adobe Acrobat
- Adobe Creative Cloud software
- Adobe Illustrator
- Adobe Photoshop
- Apple macOS
- Google Docs
- Intuit QuickBooks
- Kronos Workforce Timekeeper
- MEDITECH software
Tools & Equipment
- Autodialing systems
- Automatic call distribution ACD system
- Calling line identification equipment
- Cash registers
- Desktop computers
- Dialed number identification systems DNIS
- Global positioning system GPS receivers
- Multi-line telephone systems
- On hold players
- Personal digital assistants PDA
- Predictive dialers
- Scanners
- Voice broadcasting systems
- Wireless telephone headsets
- Wireless telephone systems
Work Environment
- Telephone Conversations
- Contact With Others
- Indoors, Environmentally Controlled
- Deal With External Customers or the Public in General
- Time Pressure
Salary & Job Market
| Salary Percentile | Annual Wage |
|---|---|
| Entry-Level (10th percentile) | $30,690 |
| Median | $42,830 |
| Top Earners (90th percentile) | $62,730 |
Workers Employed Nationally: 2,725,930
Related Careers
If you're interested in this career, you might also consider:
Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel
Education: Not specified
Median Salary: $66,260
Telemarketers
Education: High School Diploma - or the equivalent (for example, GED)
Median Salary: $34,410
Insurance Claims and Policy Processing Clerks
Education: High School Diploma - or the equivalent (for example, GED)
Median Salary: $48,450
Credit Authorizers, Checkers, and Clerks
Education: Not specified
Median Salary: $49,130
New Accounts Clerks
Education: High School Diploma - or the equivalent (for example, GED)
Median Salary: $46,610
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Occupational data sourced from the O*NET OnLine database, developed by the U.S. Department of Labor, Employment and Training Administration. Wage data from the U.S. Bureau of Labor Statistics Occupational Employment and Wage Statistics (OEWS), 2024.