Customer service representatives (CSR) play a key role in a company's success by directly helping customers. This entry-level role can be a great way to begin a rewarding career in customer service. Find out if being a CSR is right for you.
Customer service representatives work directly with customers to provide assistance, resolve complaints, answer questions, and process orders.
You may enjoy being a CSR if you like helping people and have good problem-solving skills.
Nearly every industry needs customer service representatives. There are also remote jobs available if you primarily work with customers over the phone or via chat.
Learn more about what customer service representatives do on a daily basis and how you can become one. Afterward, build your knowledge of customer service practices with the CVS Health Retail Customer Service Professional Certificate, where you'll learn how to create positive interactions with customers.
Customer service representatives (CSR) are professionals who serve as the primary point of contact between a company and its customers. They are responsible for addressing customer inquiries, resolving issues, and providing information about products or services.
CSRs typically communicate with customers through different channels, including phone, email, chat, or in-person interactions. In a CSR role, you may focus on one particular channel or be asked to monitor a few. Depending on the company, you may have the opportunity to hold a remote customer service role.
As the first point of contact, CSRs often represent the brand to new and existing customers, which can impact factors like customer retention, customer loyalty, and brand loyalty. If a customer has a negative experience because of a CSR who does not understand their problem or cannot help them resolve it, they will be less likely to make another purchase from the company in the future.
CSRs have to develop many of the same customer service skills that are so important to this general career path. These skills typically include interpersonal skills, such as empathy, active listening, and problem solving, as well as more technical skills, such as CRM tools.
As a customer service representative, your main job is to serve customers via phone, chat, email, or in person. Customer service reps work for most any business that engages with customers, including retail stores, banks, and insurance companies. Specific duties will vary depending on the company and industry where you work, but they may include:
Answering customer questions about the company, products, or services
Resolving customer complaints
Directing customers to the right department or supervisor
Taking orders or processing payments
Making changes to customers’ accounts
Handling returns and exchanges
Addressing billing concerns
Keeping records of customer interactions
Selling products and services
Customer service representatives work in a variety of environments and across many industries. They may communicate with customers in person or via phone, chat programs, or email. There are currently about 2.9 million customer service representative jobs in the United States, according to the US Bureau of Labor Statistics (BLS) [1]. Industries that employ the highest percentages of customer service reps include the following [2]:
Largest employers of customer service reps | Percentage |
---|---|
Retail trade | 17 percent |
Insurance carriers and related activities | 11 percent |
Business support services | 9 percent |
Professional, scientific, and technical services | 7 percent |
Wholesale trade | 6 percent |
One role within customer service expected to grow 6 percent from 2023 to 2033 is that of a computer support specialist [3]. Working in IT support can lead not only to more job opportunities but higher pay as well. Customer support specialists across all industries made a median salary of $39,680 in 2023 in the US [1], while computer support specialists made $60,810 [4]—more than a $20,000 difference.
Becoming a CSR often doesn't require a college degree. In fact, with a high school diploma or GED and some additional skills development, you can explore this career and begin working toward advancement. If you’re ready to start exploring your career as a customer service rep, follow the tips below.
Workplace skills are crucial to being an effective customer service representative. You’ll often need to lead with a positive attitude and empathy to resolve their problems. Stay calm and diplomatic under pressure, and you’ll be better able to deal with difficult or stressed customers. Other important traits for customer service representatives include flexibility, an eye for detail, and the ability to learn and remember quickly.
Customer service representatives can spend long hours at a computer. You’ll likely need typing and data entry skills, as well as familiarity with programs like Microsoft Word and Excel. Take short courses online or practice working with these programs on your own time.
Certification isn’t necessary for many customer service jobs, but it can be a useful way to understand common situations you may encounter and how to approach them. Earning an industry certification can also validate your skills to recruiters and hiring managers. Some common certifications in customer service include:
Certified Customer Experience Professional (Customer Service Institute of America)
HDI Customer Service Representative
Certified Customer Service Professional (National Customer Service Association)
A customer service job may make for a good career path, depending on your goals, or an excellent entry-level role to gain experience. Customer service roles allow you to build workplace skills, specifically how to communicate with other individuals, which you can then apply to other facets of your professional life.
Many positions offer on-the-job training for new hires, which can entail working alongside a senior employee. Certain industries, such as those in tech, may require more intensive training. You may even encounter specific rules, depending on factors like the state or industry you work in. This is often the case in finance and insurance customer service careers.
Employers may like to see that you have experience working with people. Consider gaining some experience with other positions that entail working with the public. This could include working as a cashier, server, or sales associate in a store. Volunteering with your community can also bring you valuable customer service experience.
Being bilingual can be helpful in communicating with customers who may not speak English as their first language. Learning a second language can help your application stand out above the others. Mandarin and Spanish rank among the most in demand.
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The median salary for a customer service representative in the US is around $39,680 annually or $19.08 hourly, according to BLS [1].
As a customer service representative, you may find jobs for full-time or part-time work. Call center jobs might involve late night or early morning shifts, while retail positions may require shifts during busy evening, weekend, and holiday hours.
If you enjoy working in customer service and want to advance your career after working as a customer service rep, you may work your way up to become a supervisor, team leader, or manager. You may also explore other aspects of retail, like sales or marketing.
1. US Bureau of Labor Statistics. “Occupational Outlook Handbook: Customer Service Representatives, Summary, https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm#tab-1.” Accessed March 10, 2025.
US Bureau of Labor Statistics. “Occupational Outlook Handbook: Customer Service Representatives, Work Environment, https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm#tab-3.” Accessed August 25, 2025.
US Bureau of Labor Statistics. “Occupational Outlook Handbook: Computer Support Specialists, Summary, https://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm.” Accessed August 25, 2025.
US Bureau of Labor Statistics. “Occupational Outlook Handbook: Computer Support Specialists, Pay, https://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#tab-5.” Accessed August 25, 2025.
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