Customer Service Representative Career

Job Description: Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

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Customer Service Representative Career

What skills are required for Customer Service Representatives?

Importance Skills
  Speaking - Talking to others to convey information effectively.
  Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  Service Orientation - Actively looking for ways to help people.
  Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  Persuasion - Persuading others to change their minds or behavior.
  Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
  Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
  Time Management - Managing one's own time and the time of others.
  Negotiation - Bringing others together and trying to reconcile differences.
  Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  Coordination - Adjusting actions in relation to others' actions.
  Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
  Instructing - Teaching others how to do something.

What knowledge is needed to be a Customer Service Representative?

Importance Knowledge
  Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
  Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
  Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

Work Styles

Importance Styles
  Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
  Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  Integrity - Job requires being honest and ethical.
  Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
  Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
  Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
  Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
  Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
  Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
  Persistence - Job requires persistence in the face of obstacles.
  Initiative - Job requires a willingness to take on responsibilities and challenges.
  Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
  Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

Holland Code Chart for a Customer Service Representative

Work Values

Importance Values
  Relationships - Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
  Support - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
  Independence - Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
  Achievement - Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
  Recognition - Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
  Working Conditions - Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.