What do customer service representatives do?
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.
This describes a U.S. occupation, not a live vacancy. Individual employers may use different titles and requirements.
Job titles to recognize in your search
O*NET reports these titles for this occupation. Compare the responsibilities in each posting before treating titles as equivalent.
- Account Representative
- Call Center Representative
- Client Services Representative
- Customer Care Representative (CCR)
- Customer Service Agent
- Customer Service Representative (CSR)
- Customer Service Specialist
- Customer Support Representative (Customer Support Rep)
Core tasks to compare with a job posting
- 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.
Prepare an application for this occupation
- Check the employer’s requirements, location, schedule and any licenses against your situation.
- Choose two or three tasks above that match the posting and your actual experience.
- Build a resume evidence worksheet using the skills and software relevant to that employer.
- Practice explaining your contribution, decisions and results before an interview.
Ready to plan your search?
Start with customer service representatives as your target. You can change your role in the quiz and tell us your location and work preferences.