Customer Service Job Description
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In 2008, customer service representatives held 2.3 million jobs. They worked almost all industries, and the position ranks among the largest in the country. Job prospects for customer service representatives should grow faster than average, according to the Bureau of Labor Statistics in a 2010 estimate.
What the Work is Like
A customer service job description includes talking to customers and answering their questions. Representatives solve problems that customers experience, and refer difficult problems to managers for resolution. They may work with customers face-to-face, over the phone, through email, mail, instant messaging and fax. Most customer service representatives work in call centers and work over the phone.
Customers often have simple requests or questions, and representatives answer or attend to them. Some questions are harder to answer and require help from a supervisor or another person within the organization who has the proper expertise. Some customers have complaints that are handled according to company procedures. Representatives may have the right to change bills or to replace products. Some ensure complaints are valid before passing them along to management.
Selling is not a part of the customer service job description. They may, however, talk to customers and help them make a decision by providing product-related information that would help a customer with a specific problem.
Technology
Also part of the customer service job description is using technology. Representatives use computers, phones and other office equipment regularly in their work. They open customers’ files on the computer and use this information to solve problems. Call center representatives spend their work days on the phone, and their performance is in part rated on how many calls they take per day.
Work Environment
Representatives usually work in clean office spaces with plenty of light. They may have their own desks or work stations. Working on the weekends or during holidays is common, as is working overnight or early morning shifts in call centers. Many representatives work part-time or split shifts to accommodate peak call and customer traffic times. For those who need a flexible schedule, a customer service representative job can be attractive.
Call center representatives work in noisy buildings, and the time at the computer and sitting can be uncomfortable and cause physical strain. The work is repetitive and can be stressful. More and more companies hire people to work from home as customer service representatives, however, which can decrease some of the strain.
Working with difficult or irritated customers is a cause of much stress for representatives. However, helping customers find what they need and solving their problems can also be enjoyable.
Education
A customer service job description includes the requirement of at least a high school diploma. Employers train employees before they begin to help customers. Some customer service jobs, however, now mandate having at least an associate or bachelor’s degree.
Training in English, math, business and computers is helpful. Training is part of a customer service representatives’ continuing professional development.
The customer service job description includes having many skills like communication and interpersonal skills. They must have good problem-solving skills, too. They must also listen well. Having good writing skills are required for employees who communicate through email or writing letters. Representatives should be professional and friendly and be able to maintain calm when dealing with stressful customers or problems. They should also be able to work alone and under deadlines.
When representatives have gained experience in their positions over a period of time they may be promoted to managerial positions or product development.
Outlook
Customer service representative jobs are expected to grow faster than average through 2018. The Bureau of Labor Statistics estimates that it will grow by approximately 18 percent. About 400,000 new jobs are expected to be added to the job market for customer service representatives through 2018. Representatives who work in insurance and finance should increase by about 9 percent. Although banking online and other automated, online services provide customer support where representatives used to do the work, jobs are available to help customers navigate the online self-service process. Many companies are hiring US-based workers as they are familiar with US culture instead of sending their call centers overseas, although the labor is more expensive.
Salary
A customer service job description often includes the hourly wage. The average hourly wage of a customer service representative was $15.76 in 2010, according to the BLS’ estimate that year. The mean annual salary was $32,780. The median hourly wage was $14.64, and the median annual salary was $30,460. Full-time representatives may get benefits (medical/life insurance, retirement, for example), shift/weekend/holiday differentials, or employee discounts.