CFChooseField
Office and Administration

Customer Service Representatives

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.

Visual summary of pay, outlook, skills, interests, and preparation for Customer Service Representatives
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Median pay

$42,830
Median annual pay for Customer Service Representatives.
U.S. Bureau of Labor Statistics · 2024
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10-year growth

-5.5%
Projected employment growth from 2024 to 2034.
U.S. Bureau of Labor Statistics · 2024–2034 projections
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Annual openings

341,700
Projected annual openings, including growth and replacement demand.
U.S. Bureau of Labor Statistics · 2024–2034 projections
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Employment

2,814,000
Estimated U.S. employment for Customer Service Representatives in 2024.
U.S. Bureau of Labor Statistics · 2024
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Jobs added or lost

-153,700
Projected numeric employment change from 2024 to 2034.
U.S. Bureau of Labor Statistics · 2024–2034 projections
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Entry preparation

High school diploma or equivalent
Typical additional preparation: Short-term on-the-job training.
U.S. Bureau of Labor Statistics · 2024 profile
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O*NET occupation profile

What the work involves

Strongest O*NET signals first.

Essential skills

  1. 1Active Listening
  2. 2Speaking
  3. 3Reading Comprehension
  4. 4Critical Thinking
  5. 5Monitoring
  6. 6Writing

Knowledge areas

  1. 1Customer and Personal Service
  2. 2English Language
  3. 3Administration and Management
  4. 4Sales and Marketing
  5. 5Mathematics
  6. 6Administrative

Abilities

  1. 1Oral Comprehension
  2. 2Oral Expression
  3. 3Speech Clarity
  4. 4Speech Recognition
  5. 5Problem Sensitivity
  6. 6Near Vision

Career interests

  1. 1Conventional
  2. 2Enterprising
  3. 3Social
  4. 4Realistic
  5. 5Investigative
  6. 6Artistic

Work styles

  1. 1Dependability
  2. 2Self-Control
  3. 3Cooperation
  4. 4Social Orientation
  5. 5Empathy
  6. 6Optimism

Work activities

  1. 1Communicating with Supervisors, Peers, or Subordinates
  2. 2Working with Computers
  3. 3Communicating with People Outside the Organization
  4. 4Performing for or Working Directly with the Public
  5. 5Processing Information
  6. 6Getting Information

Work context

  1. 1Telephone Conversations
  2. 2Contact With Others
  3. 3Indoors, Environmentally Controlled
  4. 4Deal With External Customers or the Public in General
  5. 5Time Pressure
  6. 6Importance of Being Exact or Accurate

Representative tasks

  • 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.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Software and tools

Microsoft Excel · in demandMicrosoft Office software · in demandMicrosoft Outlook · in demandFacebook · hot technologyGoogle Docs · hot technologyOracle PeopleSoft · hot technologyOracle Database · hot technologyIntuit QuickBooks · hot technologyMicrosoft Word · hot technologyKronos Workforce Timekeeper · hot technologySalesforce software · hot technologyMicrosoft Teams · hot technology

Sources

BLS provides national pay, employment, and projections. O*NET provides skills, interests, preparation, tasks, work context, and tools.

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