Customer Service Representatives

43-4051.00 Zone 2 — Some Preparation Needed

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.

Also known as: Account Adjuster, Account Representative, Adjustment Clerk, Automotive Service Advisor, Automotive Service Writer, Bill Adjuster, Call Center Representative, Claims Customer Service Representative (Claims CSR), ...

Annual Salary

$42,830

Median annual wage (May 2024)

$35,970 25th – 75th percentile $50,140
10th percentile $30,690
90th percentile $62,730
U.S. Employment: 2,725,930

Job Outlook

-5.5%

Projected growth, 2024–2034 (Declining)

Annual Job Openings 341,700 per year (avg. 2024–2034)
Typical education: High school diploma or equivalent
On-the-job training: Short-term on-the-job training

What You'd Do

  • 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.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • 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.
  • 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.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
  • Solicit sales of new or additional services or products.

Top Skills

Active Listening 4.0
Service Orientation 4.0
Speaking 3.9
Reading Comprehension 3.4
Critical Thinking 3.3
Complex Problem Solving 3.1
Time Management 3.1
Writing 3.0

Importance scale: 1 (low) – 5 (high)

Knowledge Areas

Customer and Personal Service 4.7
English Language 3.9
Administration and Management 3.5
Sales and Marketing 3.5
Mathematics 3.3
Administrative 3.3
Computers and Electronics 3.3
Economics and Accounting 2.9

Importance scale: 1 (low) – 5 (high)

Education Level Distribution

Percentage of workers in this occupation by education level

High School
54.8%
Some College
17.4%
Bachelor's
14.2%
Associate's
13.7%

Technology & Tools

Software and tools commonly used in this role

In-Demand Technologies

Adobe Acrobat Adobe Creative Cloud software Adobe Illustrator Adobe Photoshop Apple macOS Facebook Google Docs Intuit QuickBooks Kronos Workforce Timekeeper MEDITECH software Microsoft Access Microsoft Excel Microsoft Office software Microsoft Outlook Microsoft PowerPoint Microsoft SharePoint Microsoft Teams Microsoft Windows Microsoft Word Oracle Database Oracle PeopleSoft Salesforce software SAP software Slack Yardi software Zoom

Other Tools

Active Data Online WebChat ADP Workforce Now Airtable Apple Keynote

Work Styles

Personality traits and work styles important for this career

2.4
Dependability
2.4
Self-Control
2.3
Cooperation
2.3
Social Orientation
2.1
Empathy
2.1
Optimism
1.9
Attention to Detail

Key Abilities

Cognitive, physical, and sensory abilities important for this role

Oral Comprehension 4.1
Oral Expression 4.1
Speech Recognition 4.0
Speech Clarity 4.0
Problem Sensitivity 3.9
Written Expression 3.6
Near Vision 3.6
Written Comprehension 3.4

Importance scale: 1 (low) – 5 (high)

Work Activities

General types of job behaviors occurring on this job

Communicating with Supervisors, Peers, or Subordinates 4.6
Working with Computers 4.5
Communicating with People Outside the Organization 4.5
Performing for or Working Directly with the Public 4.4
Processing Information 4.3
Getting Information 4.2
Updating and Using Relevant Knowledge 4.2
Training and Teaching Others 4.0

Importance scale: 1 (low) – 5 (high)

Work Environment

Physical and social factors that influence the nature of work

Telephone Conversations
5.0
Contact With Others
4.9
Indoors, Environmentally Controlled
4.8
Deal With External Customers or the Public in General
4.8
Time Pressure
4.6
Importance of Being Exact or Accurate
4.5
Importance of Repeating Same Tasks
4.5
E-Mail
4.3
Dealing With Unpleasant, Angry, or Discourteous People
4.2
Spend Time Making Repetitive Motions
4.2
Work With or Contribute to a Work Group or Team
4.0
Spend Time Sitting
4.0

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Salary data: BLS Occupational Employment and Wage Statistics, May 2024. Outlook data: BLS Employment Projections, 2024–2034.

This page includes information from the O*NET 30.2 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license.