CUSTOMER SERVICE REP: Meaning, What They Do, Skills & Resume

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Who are Customer Service Representatives (CSRs)? What is their role in the growth and functioning of your business? What is the job description of a customer service rep? How should the resume of the customer service rep be? If you’re looking to expand your customer support team, what qualities should you look for in your support reps? In this comprehensive guide, you will find answers to all these questions and more including the diverse skills of a customer service representative and if a customer service rep can work in a remote setting. Without further ado, let’s proceed!

What is a Customer Service Representative?

Do you enjoy assisting others and resolving problems? You should think about a career as a customer service rep! Customers are assisted by customer service representatives, who answer questions about their products and services and process payments and orders. It’s an excellent job to have if you want to work from home or explore different industries.

Some of the responsibilities of a customer service rep include:

  • Providing assistance to customers with any questions or complaints they may have
  • Order processing
  • Answering product or service questions

Job Description of a Customer Service Rep

The job description includes that a customer service rep answers questions and troubleshoots issues. When a customer calls with a problem, a representative will usually open the customer’s file in the company’s computer system. Representatives use this information to troubleshoot issues and make changes to customer accounts, such as updating an address on file or canceling an order.

Under their job description, a customer service rep can also access answers to frequently asked questions as well as specific guidelines for dealing with requests or complaints. If the representative is unable to answer a question or solve a specific problem, a supervisor or another experienced worker may be able to assist.

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Many customer service reps work in telephone call centers, which are also known as customer contact centers. Others interact with customers in person, via email, live chat, or other means. Some employees specialize in a specific mode of communication, such as voice, email, or chat, while others interact with customers through multiple channels. When there is downtime between calls, voice agents, who primarily deal with customers over the phone, may respond to email questions.

A customer service rep work in almost every industry and their job description and responsibilities differ depending on where they work. For example, bank representatives may answer customers’ questions about their accounts, whereas utility and communication company representatives may assist customers with service issues such as outages. Retail store representatives frequently handle returns and assist customers in finding items in their stores. Although selling is not their primary responsibility, some representatives may assist in generating sales leads by making outbound calls in addition to answering inbound calls.

Duties and Responsibilities of a Customer Service Representative

Now that you have a basic understanding of what a customer service rep does, let’s go over their responsibilities and goals.

A customer service representative should be able to interact with a customer and understand the context of their problem right away. Support agents should be well-versed in the product/service in order to provide an immediate solution to the customer. If the customer complaint is beyond the scope of the support rep’s immediate responsibility, they should learn to escalate the problem to the appropriate internal team(s) and follow up with them on a regular basis for progress updates.

Here’s a look at all the key responsibilities of a service rep.

#1. Take ownership of customer issues

Customer service representatives must take ownership of the customer’s problem and serve as the single point of contact for all inquiries about the troubleshooting procedure, the expected resolution time, and progress updates.

#2. Troubleshoot problems and drive resolutions

A service representative must maintain a customer-first mindset and go above and beyond to provide the best possible experience for customers. Once a support ticket is assigned to them, they must investigate all possible solutions to the problem and come up with a solution as soon as possible.

#3. Escalate unresolved issues to relevant internal teams

In customer support, there are frequently issues that are highly technical or beyond the scope of what a service representative can handle on the spot. In such cases, the support agent must ensure that the problem is communicated to the appropriate internal teams and that appropriate action is taken to resolve it.

#4. Collect prompt and accurate customer feedback

A support representative’s job does not end with resolving a customer issue. They must also follow up with the customer to determine whether the solution was successful and to take note of the customer’s suggestions for how to improve their experience.

#5. Document knowledge as solution articles

Every customer problem provides valuable learning opportunities for service representatives. They should be able to document this knowledge in the form of help content or solution articles so that similar issues do not arise in the future.

#6. Master the use of a help desk software

All of the tasks listed above can be simplified if your company employs dedicated customer support software. Your support agents should be able to quickly learn the helpdesk’s functions and resolve customer issues in a more efficient manner.

Customer Service Representative Skills

Service representatives must be quick on their feet, excel at having good conversations with customers, demonstrate mastery of the product/service, and maintain a positive attitude despite negative customer interactions. Here are some of the abilities that every member of your team should have.

#1. Communication skills

Communication skills are quite important because while interacting with customers, a customer service representative should be pleasant and empathetic. They must have excellent listening skills in order to understand what the customer truly desires, as well as the patience to handle conversations effectively regardless of the customer’s skill level.

#2. Advanced technical knowledge

It’s always a good idea to have a support agent who is familiar with your product and the latest customer support technologies. CSRs can use their technical knowledge to solve complex customer issues and assist new team members in quickly adjusting to your company’s support routines.

#3. Multitasking ability

As one of the most chaotic departments within a company, a support representative must be able to multitask seamlessly between tasks such as handling high-priority tickets, documenting solution articles, and preparing notes for meetings/events in such a way that their time and energy is divided optimally.

#4. Detail-oriented

Customer service issues are unpredictable, so they must be addressed in an organized and detail-oriented manner. Your customer service representatives must test every solution before recommending it to customers, and there must be no communication gaps.

#5: The ability to meet deadlines

As the face of your company, your support representatives should be able to uphold your SLAs and ensure that all assigned tickets are resolved well before the deadline. If a ticket falls outside of their scope, they must follow standard procedures to escalate it to the appropriate team.

#6. A proactive approach to support

It is critical that service representatives continue to communicate with customers after a problem has been resolved. They can also make outbound calls to customers, proactively contact customer accounts, inquire if the product is working well for them, and gather customer feedback.

What Should a Customer Service Rep Include on their Resume?

Many companies looking for a customer service rep look for similar skill sets in their resume, but what makes you the right candidate is listing the skills you can offer. Here are some points to include on your customer service rep resume:

#1. List your past experiences

Even if you’ve never worked as a customer service representative before, you undoubtedly have skills to offer from previous experiences. From volunteer work to school projects, there are always skills you can draw from your experience. As an entry-level position, those hiring customer service representatives simply want to know that you understand how to apply what you’ve learned to the role.

Consider including some of the following skills on your customer service rep resume:

  • Organization
  • Accountability to oneself and to others
  • Punctuality
  • Communication that is thoughtful
  • Change and growth are welcomed.
  • Pay close attention to the details.

#2. Technical skills

If this isn’t your first job as a customer service rep, you might have some technical skills to add to your resume. Mentioning that you have strong communication skills, know how to manage clients, or have experience leading and working with others is always a good idea. Even if you work from home as a customer service rep, your boss wants to know that you’re providing excellent service outside of the office.

How to Succeed as a Remote Customer Service Rep

It is not difficult to become a remote customer service rep; all you need to do is have the necessary skills. You do not need any formal education from a university. However, you must be fluent in the English language. You’d also need a fast internet connection and a desktop/smartphone. Because you work virtually, you must be available at all times. The following steps will serve as a guide on how you can succeed as a remote customer service rep:

#1. Get Training

You can’t play a role well if you don’t know anything about it. There are two types of training required for this position: taking Online Training Courses and having a formal education. However, it is dependent on the company hiring you and their specifications.

#2. Develop a key skill

No formal education is required to become a remote customer service rep. However, there are some critical skills you must have in order to succeed in this position. Active listening, empathy, excellent communication skills, computer skills, problem-solving skills, and a variety of other abilities are examples of these skills.

#3. Get Experience

Most employers will expect you to have prior experience working in a call center or as a member of a customer support team, and previous work in retail or other customer-facing positions is a plus. Your responsibilities include interacting with customers, handling customer complaints, answering questions, collecting feedback, and processing customer orders. If you are inexperienced, it can become quite complicated.

#4. Build Your Resume

How can you get hired if you don’t have a resume? The appearance of your resume is critical. Employers and job recruiters use your resume to determine whether or not you are qualified for the position. The design of your resume is critical. It should be professional enough to make you appear smart and confident while remaining human. Your customer service rep resume should highlight your abilities and experiences. These are the most important details the recruiter is looking for.

#5 Begin Looking for Job Opportunities

Now that you’ve received some training and created your resume, you can begin searching for and applying for available job openings. If a customer service rep is working on a remote basis, your primary focus should be on the Internet. As a novice with limited experience, you can look for potential clients on the best online job boards or freelancing websites.

How do you Handle an Angry Customer?

  • Maintain your cool.
  • Be a good listener.
  • Make the interaction more personal.
  • Recognize your customer’s emotions.
  • Make use of positive language.
  • Restate what they said.
  • Create trust.
  • Thank them

What are 3 Important Qualities of Customer Service?

The three most important characteristics of customer service revolve around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from person to person, as long as you follow these guidelines, you’ll be fine.

What are the 7 Qualities of Good Customer Service?

  • Problem-Solving Ability.
  • Clear Communication. 
  • Friendly Attitude. 
  • Empathy.
  • Business savvy.
  • Product/Service Expertise.
  • Excellent time management skills.

What is a Good Customer Service Interview Question?

Some good customer service interview questions include: What Does Customer Service Mean to You? What’s One Time You Worked With a Difficult Customer and How Did You Resolve the Situation? Tell Me About a Time You Assisted a Customer Who’d Worked with Multiple Agents and Didn’t Get the Help They Needed. What Is Your Preferred Method of Communication?

What are 5 Principles of Customer Service?

They are as follows: rapidity, accuracy, accountability, quality, and transparency.

What are the 7 Cs of Customer Service?

Customer centricity, company culture, customer experience, customer data, customer journey, consumer experience, and consumer expectation are the seven C’s of customer relationship management.

What are the Six Rules for Good Customer Service?

  • Answer the phone.
  • Keep your commitments.
  • Pay attention to your customers.
  • Give your full attention to complaints.
  • Go the extra mile.
  • Give something extra to your customers.

How do you Handle Difficult Customers?

  • Maintain a professional tone in your communication.
  • Maintain your composure.
  • Speak quietly.
  • Active listening should be practiced.
  • Allow them time to speak.
  • Recognize the customer’s point of view.
  • Determine their requirements.
  • Look for a solution.


Customer service representatives, like many other jobs that deal with the general public, spend the majority of their time speaking with customers and responding to their questions and concerns. Working in customer service entails interacting with others and applying all of your knowledge and skills to assist them in resolving their issues or complaints. This guide will teach you everything you need to know.


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