Customer Service Representatives

Business Management & Administration > Administrative Support

Projected Growth: Decline

Projected Job Openings

Some Preparation Needed

Job Description

Your job is to Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Common job titles of Customer Service Representatives include:

Experience and Education

Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.

  • 67.15% said they needed a High School Diploma.

  • 15.96% said they needed a Bachelor's Degree.


    Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

    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.

    Check to ensure that appropriate changes were made to resolve customers' problems.

    Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

    Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

    Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

    Determine charges for services requested, collect deposits or payments, or arrange for billing.

    Solicit sales of new or additional services or products.

    Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

    Order tests that could determine the causes of product malfunctions.

    Refer unresolved customer grievances to designated departments for further investigation.

    Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

    Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

    Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

    Review insurance policy terms to determine whether a particular loss is covered by insurance.


Wireless telephone systems

Wireless telephone headsets

Voice broadcasting systems


Predictive dialers

Personal digital assistants PDA

On hold players

All Tools

Multi-line telephone systems

Global positioning system GPS receivers

Dialed number identification systems DNIS

Desktop computers

Cash registers

Calling line identification equipment

Automatic call distribution ACD system

Autodialing systems


Adobe Systems Adobe Creative Cloud

Adobe Systems Adobe Illustrator

ADP Workforce Now

Apple macOS


IBM Cognos Impromptu

Intuit QuickBooks Enterprise Solutions

All Technologies


MEDITECH software

Microsoft Dynamics GP

Microsoft Exchange Server

Sage MAS 200

Salesforce software

SAP Business Objects

SAP Crystal Reports



Active Data Online WebChat

Adobe Systems Adobe Flash

Applied Systems Vision

AS/400 Database

Astute Solutions PowerCenter

Austin Logistics CallSelect

Austin Logistics CallTech

Austin Logistics Valeo

Avidian Technologies Prophet

Blackbaud The Raiser’s Edge

Customer account management software

Customer complaint ticketing management software

Customer service and support software

Customer service knowledge generation software

Delphi Technology

DSC Pacer Interactive Voice Response System

eStara Softphone

FileMaker Pro

Handheld computer device software

Hosted Support ezSupport Pro

IBM Power Systems software


j2 Global Communications onebox

Kronos Workforce Timekeeper


Lynk Everest

Main Street Softworks Monetra


Medical procedure coding software

Multi-channel contact center software

Open Text Fax Server, RightFax Edition

Parature eRealtime

Parature eTicket

Sales force automation software Salesforce CRM

ShoreTel software


Telemation e-CRM

Timpani Chat

Timpani Contact Center

Timpani Email

Unified messaging software


Active Listening

Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.


Talking to others to convey information effectively.

Service Orientation

Actively looking for ways to help people.

Reading Comprehension

Understanding written sentences and paragraphs in work related documents.

Critical Thinking

Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.


Persuading others to change their minds or behavior.

Active Learning

Understanding the implications of new information for both current and future problem-solving and decision-making.


Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Perceptiveness

Being aware of others' reactions and understanding why they react as they do.

Time Management

Managing one's own time and the time of others.


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Occupation Sections


English Language

Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.


Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Computers and Electronics

Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

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