Take the Next Step
Online, on-campus, and remote learning options to earn a degree on your schedule.
Customer Service Representative
Quick Facts: Customer Service Representative
- Customer service representatives are responsible for providing customer support
- A customer service job description primarily includes handling customer questions and complaints, and generally ensuring customer satisfaction
- Key proficiencies include advanced communication and organizational skills, as well as critical thinking and problem-solving
- A business diploma can position entry to a career in customer service
- Bryant & Stratton College offers a Business Assistant diploma to equip you to pursue a customer service career path
What is a Customer Service Representative?
Customer service representatives are responsible for interacting directly with customers who reach out to the company for assistance. They may perform a variety of duties, from taking orders to checking the status of a shipment. In many instances, customer service representatives are responsible for resolving customer concerns and complaints. The representative might check the status of a shipment to provide a better estimated arrival time or assist the customer with the return of an unsatisfactory product.
Customer service representatives will typically assist with many different customer requests throughout the day. It’s important for these individuals to maintain a friendly demeanor with a flexible approach to problem solving. It helps greatly for these representatives to have a thorough understanding of the industry they’re working in, as customer service responsibilities can vary by industry. A representative for a pharmaceutical company will be able to assist customers more effectively with a sound understanding of the products that the company produces.
Job Responsibilities
- Taking orders
- Processing returns
- Checking shipping statuses
- Processing billing
- Checking on fees and charges
- Giving customers detailed information on products and services
- Answering customer questions
- Listening to and resolving customer complaints
- Following scripted conversations for routine caller needs
- Helping customers resolve service issues
- Identifying the cause for interruptions in service
- Checking on the status of customer accounts
- Canceling product orders
- Updating customer accounts
- Referring customers to supervisors or specialists as needed
Skills Needed to Succeed in Customer Service
Effective customer service representatives offer a highly diversified skillset. The right blend of hard and soft skills is necessary to provide a seamless customer service experience. Key skills can include:
Hard Skills
- Help Desk Software (email, chat, ticketing, etc)
- Microsoft Office
- Phone Systems
- Technical Knowledge (of whatever you may be providing customer service for)
Soft Skills
- Communication
- Multitasking
- Teaching/Training
- Detail Oriented
- Friendly
- Time Management
Customer Service Representatives: Career Outlook
According to the Bureau of Labor Statistics, about 373,400 openings for customer service representatives are projected each year, on average, over the decade. All of those openings are expected to result from the need to replace workers who transfer to other occupations or exit the labor force, such as to retire.
Training/Requirements
Customer service positions are often available for entry-level job seekers with as little as a high school diploma. However, the limited growth in this area can create a competitive environment in some areas. You can increase your employability by pursuing a diploma program in a related field. The Business Assistant diploma from Bryant & Stratton College will give you the background you need to provide outstanding customer service in any industry.
This program includes courses on marketing principles, business principles, sales and service principles, computing skills, office applications, and workplace mathematics. Customer service representatives need to have a good understanding of technology to utilize the call systems that are employed in call centers of all sizes. These professionals should also have strong skills in communication and problem solving.
If you’re working in the finance or insurance industries, you might need to carry a specialized license for a customer service position. This varies by state. Obtaining the appropriate state license is usually a matter of passing the appropriate exam.
What Can I Do With a Business Assistant Diploma?
A business assistant diploma will prepare you for many careers in and related to customer service. Since customer service representatives will see less job growth than those in other fields, it’s wise to consider all related positions when you’re conducting your job search. Some titles to consider include:
- Client Relations associate
- Contact Center Help Desk
- Sales Manager
- Sales Representative
- Account Coordinator
- Business Service representative
- Call Center representative
- Client Account assistant
- Customer Care representative
- Data Services specialist
- Help Desk associate
- Service Administrator
- Service Consultant
Taking a well-rounded approach to your job search will help you improve your chances of finding a successful and satisfying career in customer service with your business assistant diploma.
Please note that information from the Bureau of Labor Statistics is for general statistical data only. This is not a guarantee of job opportunities in a particular area. However, this data can give you a better understanding of the state of the business industry.
To learn more about business degrees and your career possibilities with this type of education, check out the business section of our blog.
Employment Settings
Customer service representatives held about 3.0 million jobs in 2022. The largest employers of customer service representatives were as follows:
- Retail trade 18%
- Insurance carriers and related activities 11%
- Business support services 10%
- Wholesale trade 6%
- Professional, scientific, and technical services 6%
Customer service representatives are employed in nearly every industry.
If you have specialized knowledge of an industry, this is a good place to begin your job search. Having experience as a store clerk, for example, may give you a well-rounded understanding of the products manufactured by a company. You can bring this knowledge into a career as a customer service representative and use your expertise to better understand callers’ problems, answer questions, and provide them with useful solutions.
While these projections can help career-minded people evaluate potential employment fields, it is important to note that job market data from the US Bureau of Labor Statistics Occupational Handbook is only intended to provide insight on occupational opportunities. It should not be construed as a guarantee of salary or job title. Neither BLS nor Bryant & Stratton College can guarantee employment in any field.
Related Job Titles
Retail Salesperson
A retail salesperson is the person responsible for assisting customers as they consider their purchases. Depending on the location, this might mean demonstrating the features of a new piece of technology, taking a prospective car buyer for a test drive, or assisting a shopper as she tries on different gowns. Retail salespeople can work in many different industries, making this a very versatile career path. A diploma education, such as the Business Assistant diploma from Bryant & Stratton College is generally required for these roles.
Administrator
An administrator is a professional who is responsible for the planning and coordination of the various operations of an organization. These could include record keeping, facilities planning and maintenance, and the supervision of personnel. The administrator’s job is to keep the business running smooth daily. These roles generally require a degree, such as the AAS in Business from Bryant & Stratton College.
Sales Supervisor
A sales supervisor oversees the work of retail or non-retail sales employees. The sales supervisor may also perform some tasks of a manager, such as purchasing, accounting and budgeting. Retail sales supervisors may ship goods, arrange displays and help customers as well as assist staff. Whether overseeing retail or non-retail sales activities, they make day-to-day decisions regarding the employees they supervise. These roles generally require a degree, such as the AAS in Business from Bryant & Stratton College.
Designed to Fit Your Life
For 170 years, we’ve been meeting students where they are and helping them get ahead. From flexible class schedules to equipping students with their own personal success teams, Bryant & Stratton College is built differently to better serve the needs of students.
Start Your Free Application
No application fee, because applying to college should be easy and free.
Visit A Campus
Our campuses provide the education needed to achieve your professional goals. If you’re ready to start your educational and career journey, we’re here to support you every step of the way.