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Customer Service Representative

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AVG. SALARY

$36,370

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EDUCATION

High school (GED) +

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JOB OUTLOOK

Stable

What They Do

Customer Service Representatives Career Video

Insider Info

Customer service representatives (CSRs for short) play an ever-increasing role in our lives. In a very real sense, the person who helps you choose what you want on your burger is a CSR. And the person you call when your computer starts smoking and printing in Latin is one, too.

They are a vital link between you, the customer, and the company or organization.

A good CSR must be able to juggle several tasks at once. For instance, the person who took your burger order talked to you, typed the information into a cash register, talked to his co-workers and handled cash.

Multi-tasking is a huge part of a CSR's work. Sean Mahr is a CSR at a very busy auto retailer and repair shop. "I often have one person on the phone, one on hold, a customer right in front of me and an angry shop mechanic trying to get out for lunch before I send him another customer," he says.

CSRs will need to talk to a lot of people. Many will be co-workers. Many will be customers. People skills are right at the top of the list. Clear, efficient communication is absolutely necessary for a CSR to get through the day. You will need to take accurate notes and fill out forms and paperwork with no mistakes.

"People call from out of town on their cell phone looking for a part," says Susan Jerowsky, a CSR at a dive shop. "I have to either find it for them and ship it off or find someone who has one. I can't make a mistake."

Many CSRs don't work in stores or for companies. They work in hospitals, government agencies and nonprofit organizations. As such, the clients and staff they deal with can have much different, but no less challenging, requests for them to handle.

Pressure can enter into the job in many of these positions. It may be hard to get out for lunch or leave on time during busy periods.

CSRs have to wear many hats. With most positions, a good working knowledge of the industry is essential. For example, a computer retailer would look for someone with excellent people skills and a thorough knowledge of the latest computer systems.

CSRs can expect to work regular hours (9 to 5) in many cases. Some businesses have 24-hour access. In this case, CSRs would work in shifts around the clock.

Steve Wallace is a CSR at a busy computer retailer. They also provide Internet access accounts. "Some days I'll stay past 7 at night to solve a customer's problem," he says.

Wallace says someone with a physical disability may have some difficulty loading computers into a customer's car or unpacking the larger components like monitors. But most of his other work is at a desk.

Many positions require you to stand for long periods of time. "It feels like I never sit down when it gets hopping in here!" says Mahr.

Just the Facts

Want a quick overview of what this career is about?Check out Just the Facts for simple lists of characteristics.

At a Glance

Be the link between the customer and the company

  • CSRs can expect to work regular hours
  • With most positions, a good working knowledge of the industry is essential
  • You'll need at least a high school diploma

Contact

  • Email Support

  • 1-800-GO-TO-XAP (1-800-468-6927)
    From outside the U.S., please call +1 (424) 750-3900

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OCAP believes that financial literacy and understanding the financial aid process are critical aspects of college planning and student success. OCAP staff who work with students, parents, educators and community partners in the areas of personal finance education, state and federal financial aid, and student loan management do not provide financial, investment, legal, and/or tax advice. This website and all information provided is for general educational purposes only, and is not intended to be construed as financial, investment, legal, and/or tax advice.