Customer Service Representatives


Salary Median (2020)


Projected Job Growth (2019-2029)

-2% (decline)

Most Common Level of Education

High school diploma or equivalent


What 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.

Other Job Titles Customer Service Representatives May Have

Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (Customer Service Rep), Customer Service Specialist, Member Services Representative, Sales Facilitator

How Leaders Describe a Typical Day at Work

Team Lead - End User Support ,


During our busy season I help the team answer questions that come in, manage the seasonal staff, and I am the main point of contact for escalation and sensitive issues. During the off season, I love reorganizing the training materials for the seasonal staff, reviewing the helpful articles for relevance, and prepping for the next busy season.

Customer Service Coach ,

Capital One

My role is very fulfilling, my duties are to develop the Associates under me and to manage their quality and efficiency. I also head up the volunteers event for my department here in Delaware and assist in the hiring and recruiting of new employees.

Tasks & Responsibilities May 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.
  • 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.

This page includes information from theO*NET 26.1 Databaseby the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under theCC BY 4.0license. O*NET® is a trademark of USDOL/ETA.