Office & Administrative Support
Customer Service Representatives
Also called: Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR)
US median pay
$44,770
per year, 2025
Job growth 2025–35
-5.3%
declining
Openings a year (US)
289,500
2,666,000 employed
Typical entry education
High school diploma or equivalent
Preparation 2/5 · Some preparation
What this job is
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.
What they do day to day
- 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.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Solicit sales of new or additional services or products.
Skills and knowledge that matter most
Skills
- Service Orientation4.0/5
- Time Management3.1/5
- Complex Problem Solving3.1/5
- Social Perceptiveness3.0/5
- Persuasion3.0/5
- Negotiation3.0/5
- Judgment and Decision Making2.9/5
- Coordination2.9/5
Knowledge
- Customer and Personal Service4.7/5
- English Language3.9/5
- Administration and Management3.5/5
- Sales and Marketing3.5/5
- Mathematics3.3/5
- Administrative3.3/5
Importance rated by people working in the job (1 = not important, 5 = extremely important).
Education and preparation
Preparation level 2 of 5 — Some preparation. Usually a high school diploma; some previous work experience or training helps.
Typical entry education (BLS): High school diploma or equivalent.
Highest education of people in this job:
- High school diploma55%
- Some college17%
- Bachelor's degree14%
Who this job suits
Mostly Conventional
Organising data, details and procedures
Enterprising
Leading, persuading and starting things
Social
Helping, teaching and caring for people
Based on the Holland (RIASEC) interest profile for this occupation.