Occupation · SOC 43-4051
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.
Median wage
$42,830
$30,690–$62,730
Projected growth
-5.5%
Declining
Annual openings
-15,370
per year
Employed (US)
2,725,930
Job Zone 2
Typical preparation
Some preparation
Stackable credential programs
32 mapped
Core skills
Service OrientationActive ListeningSpeakingReading ComprehensionCritical ThinkingTime ManagementComplex Problem SolvingWritingSocial PerceptivenessPersuasionNegotiationMonitoringJudgment and Decision MakingCoordinationActive LearningInstructingLearning StrategiesManagement of Personnel ResourcesSystems EvaluationSystems AnalysisMathematicsTechnology DesignOperations MonitoringOperations AnalysisProgrammingManagement of Material ResourcesManagement of Financial ResourcesQuality Control AnalysisTroubleshootingScienceRepairingOperation and ControlInstallationEquipment SelectionEquipment Maintenance
Knowledge areas
Customer and Personal ServiceEnglish LanguageAdministration and ManagementSales and MarketingMathematicsAdministrativeComputers and ElectronicsEconomics and AccountingPublic Safety and SecurityEducation and TrainingPersonnel and Human ResourcesTelecommunicationsPsychologyTransportationCommunications and MediaProduction and ProcessingLaw and GovernmentSociology and AnthropologyMedicine and DentistryGeographyEngineering and TechnologyTherapy and CounselingForeign LanguagePhilosophy and TheologyMechanicalBuilding and ConstructionChemistryPhysicsDesignBiologyFood ProductionHistory and ArcheologyFine Arts
Technology & tools
ADP Workforce NowAS/400 DatabaseActive Data Online WebChatAdobe AcrobatAdobe Creative Cloud softwareAdobe IllustratorAdobe PhotoshopAirtableApple KeynoteApple macOSApplied Systems VisionAstute Solutions PowerCenterAustin Logistics CallSelectAustin Logistics CallTechAustin Logistics ValeoAvidian Technologies ProphetBlackbaud The Raiser's EdgeCitrix cloud computing softwareCustomer account management softwareCustomer complaint ticketing management softwareCustomer relationship management CRM softwareCustomer service and support softwareCustomer service knowledge generation softwareDSC Pacer Interactive Voice Response SystemData entry softwareDatabase softwareDelphi TechnologyDropboxFaceTimeFacebookFileMaker ProFund accounting softwareGoogle DocsGoogle DriveGoogle MeetGoogle SitesGroupMeHandheld computer device softwareHealthcare common procedure coding system HCPCSHosted Support ezSupport Pro
Representative tasks
Communicating with Supervisors, Peers, or SubordinatesWorking with ComputersCommunicating with People Outside the OrganizationPerforming for or Working Directly with the PublicProcessing InformationGetting InformationUpdating and Using Relevant KnowledgeTraining and Teaching OthersOrganizing, Planning, and Prioritizing WorkResolving Conflicts and Negotiating with OthersMaking Decisions and Solving ProblemsPerforming Administrative ActivitiesDocumenting/Recording InformationCoordinating the Work and Activities of OthersInterpreting the Meaning of Information for OthersEstablishing and Maintaining Interpersonal RelationshipsMonitoring Processes, Materials, or SurroundingsIdentifying Objects, Actions, and EventsAnalyzing Data or InformationScheduling Work and ActivitiesDeveloping and Building TeamsEvaluating Information to Determine Compliance with StandardsThinking CreativelyEstimating the Quantifiable Characteristics of Products, Events, or InformationGuiding, Directing, and Motivating SubordinatesDeveloping Objectives and StrategiesCoaching and Developing OthersSelling or Influencing OthersProviding Consultation and Advice to OthersHandling and Moving ObjectsMonitoring and Controlling ResourcesStaffing Organizational UnitsPerforming General Physical ActivitiesJudging the Qualities of Objects, Services, or PeopleAssisting and Caring for OthersInspecting Equipment, Structures, or MaterialsControlling Machines and ProcessesRepairing and Maintaining Electronic EquipmentOperating Vehicles, Mechanized Devices, or EquipmentDrafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment
Competency framework
Skill expectations by proficiency level.
emerging
Account lookups and identity verification — perform per company script across the standard contact channels.Customer-facing tone and pacing — deliver consistently within the first month under QA review.Knowledge-base articles for common questions — read, paraphrase, and apply during a call without dead air.Ticketing-system data entry — log calls accurately to the company's CRM schema.Hold-and-transfer procedures — execute correctly when an issue exceeds tier-1 scope.Common script paths (returns, billing questions, password resets) — follow to resolution on familiar issues.Compliance disclosures (recording notice, do-not-call) — deliver verbatim per regulatory requirements.Personal-info handling (PHI, PCI) — apply the company's privacy posture in every interaction.Tone-of-voice corrections from QA — incorporate within one coaching cycle.Schedule adherence (login, breaks, ACW) — meet within the team's stated targets.
developing
Multi-channel coverage (phone, chat, email simultaneously) — handle a routine queue without quality loss.Customer objections and negotiation requests — handle within authority limits without escalating routinely.Cross-sell and retention scripts — apply naturally on appropriate calls to hit team metrics.Recurring escalation patterns — recognize early and route to the right specialist team.Soft-skills techniques (empathy statements, paraphrase, summary close) — apply reliably during difficult calls.QA scorecards and call-coaching feedback — incorporate consistently to maintain quality targets.New-hire shadowing for tier-1 colleagues — host during onboarding weeks.Customer notes and disposition coding — categorize accurately for downstream analytics.Knowledge-base improvements — flag missing or outdated articles to the team lead.Wrap-up time and call-handle metrics — meet without compromising customer experience.
proficient
Difficult customers and de-escalation moments — resolve autonomously without supervisor intervention.Tier-2 complex cases (fraud holds, account closures, regulatory complaints) — handle within company authority limits.Cross-functional partner teams (billing, fulfillment, fraud, legal) — collaborate to resolve multi-step issues.Coaching newer reps on call recordings — provide actionable feedback in formal review sessions.Workflow process gaps — identify and propose to the team lead for QA improvement.Subject-matter depth in 1–2 product lines — develop and become a team go-to.Customer-experience metrics (CSAT, NPS, FCR) — interpret personal trends and adjust technique.Quality-monitoring calibrations — participate as a peer reviewer in team QA sessions.Schedule and seat-coverage during outages or peak events — flex to support team operations.Voice-of-customer themes — synthesize and surface to product or operations teams.
advanced
Team supervision (10–20 reps) — manage with daily huddles, weekly 1:1s, and performance plans.Workforce-management and shrinkage forecasting — partner with WFM on staffing accuracy.Quality-monitoring program — own at the team or program level including coaching and calibration.Tier-3 and executive-escalation handling — represent the company on customer relationships at risk.New-program rollout (new product, new channel, system migration) — lead training and proficiency curves.Career development for team members — sponsor toward tier-2, QA, WFM, or supervisor tracks.Cross-program initiatives (knowledge-base, process, training) — represent the operations voice.Customer-experience strategy — contribute to multi-quarter planning with operations and product.Compliance-program ownership (privacy, recording, regulatory) — partner with legal and compliance teams.Operations leadership pipeline (assistant manager, manager) — develop and progress over multi-year horizons.
Also known as
62 alternate job titles map to this occupation.
Account AdjusterAccount RepresentativeAdjustment ClerkAutomotive Service AdvisorAutomotive Service WriterBill AdjusterCall Center RepresentativeClaims Customer Service Representative (Claims CSR)Clerical AdjudicatorClient Relations SpecialistClient Service Representative (Client Service Rep)Client Services RepresentativeClient Support ProfessionalCompensation AdjusterComplaints AdjusterComplaints ClerkContact Center SpecialistCustomer AdvocateCustomer Care Representative (CCR)Customer Care Service RepresentativeCustomer Care SpecialistCustomer Complaints ClerkCustomer Contact SpecialistCustomer Relations RepresentativeCustomer Service AgentCustomer Service AssistantCustomer Service AssociateCustomer Service CashierCustomer Service ClerkCustomer Service ConsultantCustomer Service CoordinatorCustomer Service OfficerCustomer Service ProfessionalCustomer Service Representative (CSR)Customer Service SpecialistCustomer Support Representative (Customer Support Rep)Customer Support SpecialistField Service RepresentativeGuest Service AgentHub Associate