A customer service representative is a professional who works either directly with or for a company’s customers and prospective customers. Representatives are frequently referred to as the company’s “face” because they are the first people customers contact when they have a question or concern. They may be problem solvers at times, or salespeople at other times; they may also simply assist clients in locating information. They can work for a variety of companies and have a wide range of job responsibilities. All of them, however, have one thing in common: they assist in connecting outsiders with inside information.
Work Environments
A dedicated customer service or customer care department is typically found in any company or service that relies on customer support. Retailers, land management companies, and public service and utility providers all fall into this category. Customer service representatives’ job descriptions can vary so much that it’s helpful to think of them by other job titles, such as the following:
Customer Service Representative
Customer service representative
a person who operates
Teller at a bank
Greetings, receptionist
Secretary of State
Assistant to the Administrator
Personnel who assist with sales
Customer service representatives
Operator in charge of customer service
Specialist in customer service
This person’s primary responsibility, regardless of title, is to ensure customer happiness and satisfaction. He or she is typically the first person to answer the phone at a company’s headquarters, as well as the person behind the service desk at a store or branch office.
What is required for the job?
Customer service representative job requirements are extremely diverse. People who are most successful at work have excellent manners, are able to deal with difficult customers, and have excellent telephone skills. Many of these employees have intermediate to advanced computer skills, and a few have advanced office skills.
Customers are frequently communicated with through multiple channels by representatives. They must usually be able to handle information requests over the phone, via fax, and in writing, via regular mail or e-mail. Customer service representatives in large e-commerce companies may be limited to responding to customer e-mail. They may also use various conferencing or messaging methods, some of which may take place over the Internet, to facilitate in-person meetings.
Employees in Sales
In a lot of cases, the representative acts as a salesperson. Employees in the retail industry, whether in traditional stores or online, are typically hired to assist customers in navigating the merchandise available. This frequently entails phone assistance as well as advice and recommendations given on the sales floor. These individuals take purchase orders, answer questions about products, prices, and shipping, and listen to any complaints or concerns that the buyer may have.
Unsolicited advertising or marketing may also be included in the job description of a customer service representative. Many businesses grow their customer bases by contacting potential customers directly, usually over the phone. The people who make these calls are commonly referred to as telemarketers, but their primary role is that of a customer service representative.
Solvers of Problems
Customer service representatives may also be called upon to resolve disputes between customers and the parent company. Most calls to service-oriented businesses, such as utilities, insurance companies, or banks, are routed to a customer service representative first. If that person is unable to solve the problem or lacks the expertise or authority to do so, the call is frequently transferred to a manager. Representatives do not make the rules and are usually restricted in what they can do by their employers.
Education and Training
Customer service representatives are frequently considered entry-level employees. This implies that they do not require extensive training or experience to begin working. A high school diploma or equivalent is usually required, but additional training is typically optional. There may be exceptions, depending on the company: computer software manufacturers, for example, may require support staff to have basic computer training, or legal firm assistants may be required to have some college coursework relevant to the types of questions they will be answering. Much of what the job entails is contingent on the specifics of the situation.