As a customer service representative, your main job is to serve customers. Customer service reps work for most any business that engages with customers, including retail stores, banks, and insurance companies. Their primary tasks may include greeting and communicating with customers in person, by phone, or by computer via chat or email. Specific duties will vary depending on the company and industry where you work, but they may include:
- Answering customer questions about the company, products, or services
- Resolving customer complaints
- Directing customers to the right department or supervisor
- Taking orders or processing payments
- Making changes to customers’ accounts
- Handling returns and exchanges
- Addressing billing concerns
- Keeping records of customer interactions
- Selling products and services
Where do customer service representatives work?
Customer service representatives work in a variety of environments and across many industries. They may communicate with customers in person or via phone, chat programs, or email, and work. There are currently about three million customer service representative jobs in the United States, according to the US Bureau of Labor Statistics (BLS) [1]. Industries that employ the highest percentages of customer service reps include the following:
| Largest employers of customer service reps | Percentage |
|---|---|
| Retail trade | 14% |
| Insurance and related businesses | 13% |
| Business support | 10% |
| Wholesale trade | 7% |
| Professional, scientific, and technical | 6% |
One role within customer service expected to grow 9 percent from 2020 to 2030 is that of a computer support specialist. Working in IT support can not only lead to more job opportunities but higher pay as well. Customer support specialists across all industries made a median salary of $36,920 in 2021 in the US, while computer support specialists made $57,910—more than a $20,000 difference
Source: Coursera
