Customer Service Representatives Show
Please enable javascript to play this video. Video transcript available at
https://www.youtube.com/watch?v=0-ERXRCB6Nc. Customer service representatives interact with customers to handle complaints, process orders, and answer questions. Customer
service representatives are employed in nearly every industry. Most work full time. Customer service representatives typically need a high school diploma to enter the occupation and are trained on the job. They should be good at communicating and interacting with people. The median hourly wage for customer service representatives was $17.75 in May 2021. Employment of customer service representatives is projected to decline 4 percent from 2021 to 2031. Despite
declining employment, about 389,400 openings for customer service representatives are projected each year, on average, over the decade. All of those openings are expected to result from the need to replace workers who transfer to other occupations or exit the labor force, such as to retire. Explore resources for employment and
wages by state and area for customer service representatives. Compare the job duties, education, job growth, and pay of customer service representatives with similar occupations. Learn more about customer service representatives by visiting additional resources, including O*NET, a source on key characteristics of workers and occupations.
Customer service representatives listen and respond to customers' questions. Customer service representatives work with customers to resolve complaints, process orders, and provide information about an organization’s products and services. DutiesCustomer service representatives typically do the following:
Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and telecommunications companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Although selling a product or service is not their main job, representatives may help generate sales while providing information. Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer the phone and use computers to explore solutions for customers.
Many customer service representatives work in call centers. Customer service representatives held about 2.9 million jobs in 2021. The largest employers of customer service representatives were as follows:
Customer service representatives are employed in nearly every industry. Representatives in offices may work in a large room alongside other employees, so the area can be noisy. Working from home is also possible in some companies. Representatives may be under pressure to answer a designated number of calls while supervisors monitor them for quality assurance. In addition, the work may be stressful when representatives must interact with dissatisfied customers In retail stores, representatives may spend hours on their feet assisting customers in person. Work SchedulesAlthough most customer service representatives work full time, some work part time. Customer service representatives often need to work during busy times, which may include evenings, weekends, and holidays. Jobs in call centers may require representatives to work shifts early in the morning or late at night because some call centers are open 24 hours a day.
Customer service representatives should be good at communicating and interacting with people and have some experience using computers. Customer service representatives typically need a high school diploma or equivalent to enter the occupation and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people. EducationCustomer service representatives typically need a high school diploma or equivalent to enter the occupation. However, some of these workers have postsecondary education that may include a bachelor's degree in fields such as business, communications, and social science. TrainingCustomer service representatives usually receive short-term on-the-job training, which typically lasts 2 to 4 weeks. Those who work in finance and insurance may need several months of training to learn complicated financial regulations. General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often receive guidance from an experienced worker for the first few weeks of employment. In certain industries, such as finance and insurance, customer service representatives must stay current with changing regulations. Licenses, Certifications, and RegistrationsCustomer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing an exam. Some employers and organizations provide training for these exams. AdvancementWith experience, customer service representatives may advance to supervisory roles. Important QualitiesCommunication skills. Customer service representatives must be able to provide clear information in writing, by phone, or in person. Customer-service skills. Representatives help companies retain customers by professionally answering questions and helping to resolve complaints. Interpersonal skills. Representatives should be able to create positive interactions with customers. Listening skills. Representatives must listen carefully to ensure that they understand customers in order to assist them. Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers. Problem-solving skills. Representatives must determine solutions to customers’ problems. By doing so, representatives contribute to customer loyalty and retention. Median hourly wages, May 2021 The median hourly wage for customer service representatives was $17.75 in May 2021. The median wage is the wage at which half the workers in an occupation earned more than that amount and half earned less. The lowest 10 percent earned less than $12.67, and the highest 10 percent earned more than $28.19. In May 2021, the median hourly wages for customer service representatives in the top industries in which they worked were as follows:
Although most customer service representatives work full time, some work part time. Customer service representatives often need to work during busy times, which may include evenings, weekends, and holidays. Jobs in call centers may require representatives to work shifts early in the morning or late at night because some call centers are open 24 hours a day. Percent change in employment, projected 2021-31 Employment of customer service representatives is projected to decline 4 percent from 2021 to 2031. Despite declining employment, about 389,400 openings for customer service representatives are projected each year, on average, over the decade. All of those openings are expected to result from the need to replace workers who transfer to other occupations or exit the labor force, such as to retire. EmploymentThere is expected to be less demand for customer service representatives, especially in retail trade, as their tasks continue to be automated. Self-service systems, social media, and mobile applications enable customers to do simple tasks without interacting with a representative. Advancements in technology will gradually allow these automated systems to do even more tasks. Some companies will continue to use in-house service centers to differentiate themselves from competitors, particularly for complex inquiries such as refunding accounts or confirming insurance coverage. However, jobs for customer service representatives are projected to be added in business support services, which includes telephone call centers. Some businesses will contract out their customer service operations to telephone call centers that provide consolidated sales and customer service functions. Employment projections data for customer service representatives, 2021-31
The Occupational Employment and Wage Statistics (OEWS) program produces employment and wage estimates annually for over 800 occupations. These estimates are available for the nation as a whole, for individual states, and for metropolitan and nonmetropolitan areas. The link(s) below go to OEWS data maps for employment and wages by state and area. Occupational employment projections are developed for all states by Labor Market Information (LMI) or individual state Employment Projections offices. All state projections data are available at www.projectionscentral.com. Information on this site allows projected
employment growth for an occupation to be compared among states or to be compared within one state. In addition, states may produce projections for areas; there are links to each state’s websites where these data may be retrieved. CareerOneStopCareerOneStop includes hundreds of occupational profiles with data available by state and metro area. There are links in the left-hand side menu to compare occupational employment by state and occupational wages by local area or metro area. There is also a salary info tool to search for wages by zip code. Similar Occupations About this sectionThis table shows a list of occupations with job duties that are similar to those of customer service representatives.
Last Modified Date: Thursday, September 8, 2022 What is an SSA?The United States Social Security Administration. FEMA and State Resources for Hurricane Ian.
What is a benefit authorizer?Service Representative/Telephone Service Representative
As a Benefit Authorizer, you will work the public via phone or mail regarding benefit and payment amounts for various Social Security programs. Benefit Authorizers work in the Mid-Atlantic Social Security Center in Philadelphia.
|
Social security customer service representative job description
Related Posts
Copyright © 2024 moicapnhap Inc.
