What does a Customer Service Agent do?

Customer service representatives (CSRs) are the front-line support within organizations that sell products and services to consumers and businesses. In consumer sales focused companies, customer service reps provide phone-based support to customers to help resolve product issues, answer account and billing questions, and in some cases, make new sales. In services-focused companies whose sales are business-to-business in nature, a CSR will usually solve specific product quality or integration issues. In such cases, a rep will work closely with an account manager or sales representative.

The skills needed to be a successful customer service representative include: strong communication skills, customer service system experience, and time management and interpersonal skills.

  • Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion
  • Document all inquires, requests, resolutions, and follow-up tasks
  • Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines
  • Display a courteous and empathetic attitude to all customers
  • Perform research to answer customer inquiries and requests
  • Grow existing customer accounts through exceptional customer service and effective sales techniques
  • Meet quantitative performance metrics as outlined
  • Keep customer accounts current by updating databases during calls
  • High school diploma or general education degree (GED) required
  • 1 year of customer service experience
  • Experience working with inbound and outbound calls, customer retention, and inside sales preferred
  • Proficient in Microsoft Office
  • Excellent interpersonal and communication skills
  • Comfortable working in a high volume role
  • Demonstrated ability to prioritize tasks and manage time efficiently
  • Basic computer skills in various software and web-based applications
EducationBachelor's Degree
Work/Life Balance
3.4 ★
Salary Range--
Career Opportunity
3.3 ★
Avg. Experience2-4 years

Customer Service Agent Salaries

Average Base Pay

$1,900 /month
Same as national average
Not including cash compensation
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Median: $2K
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Glassdoor Estimated Salary

Customer Service Agent Career Path

Learn how to become a Customer Service Agent, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

Customer Relations
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Customer Service Agent Insights

Read what Customer Service Agent professionals have to say about their job experiences and view top companies for this career.
Customer Service
1 Jun 2020

“I enjoyed working there it was a nice and easy job with good hours and got to meet nice people”

Sending Love Roses
Customer Service Representative
5 Oct 2020

“This was the best job I ever had the owners were super supportive and encouraging and help me grow”

Axess LawAxess Law
Customer Service Representative
12 Jun 2020

“Katherine is the best manager I ever had and Lena is so Cool and Awesome!”

Look Optometry + Eyewear
Customer Service Representative
10 Dec 2020

“Dr.Saggu was really nice and wonderful to work with provided many opportunities to learn from.”

Customer Experience Manager
11 Feb 2020

“It made my first day very easy and not scary because I already met my team.”

Customer Service
21 Jul 2021

“the hourly pay at tesco is good and the way the look after colleges is great.”

Customer Service Representative
11 Sep 2019

“The store manager was great I have to say and really down to earth and fun.”

Blue (CA)
Customer Service
17 Aug 2021

“Pay wasn't great and the hours weren't great but it was also my first real job.”

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Customer Service Agent Interviews

Related Careers

Call Center Representative
38% skills overlap
Customer Service Manager
25% skills overlap
Executive Assistant

Customer Service Agent jobs

Frequently asked questions about the role and responsibilities of a customer service agent

When working as a customer service agent, the most common skills you will need to perform your job and for career success are Excellent Customer Service, Excellent Communication, VERBAL Communication, Microsoft Office Suite and MS OUTLOOK.

The most similar professions to customer service agent are:
  • Call Center Representative
  • Customer Service Manager
  • Accountant
  • Executive Assistant

The most common qualifications to become a customer service agent is a minimum of a Bachelor's Degree and an average of 0 - 1 of experience not including years spent in education and/or training.