Telephone Customer Service Job Description

A customer service representative may work from home.

A telephone customer service representative provides an important link between customers and businesses. The representative resolves problems and answers customers' questions. According to the U.S. Bureau of Labor Statistics (BLS), the need for customer service representatives is expected to increase by 18 percent by 2018. As of 2008, the median wage for a customer service representative was $14.36 per hour, according to the BLS.

Duties

A telephone customer service representative interacts with customers calling companies. The representative answers customers' questions about orders, deals with problems with products, and updates customers' personal information. A representative conducts research using internal computer records to answer questions and may accept credit card payments from customers, reverse transactions and fees, or send replacement products. The representative follows a company's guidelines regarding how to handle customer complaints.

Education and Training

Although a telephone customer service representative needs at least a high school diploma, employers prefer an applicant with an associate's or bachelor's degree. On-the-job training is a must for an applicant to understand what the company expects. A representative usually trains for several weeks before handling telephone calls without supervision. Training consists of classroom instruction focusing on the company itself, computer skills, telephone systems, products and practical experience.

Skills

To be successful as a telephone customer service representative, a candidate should have a pleasant speaking voice. A candidate should also have problem-solving, listening, computer, typing, and verbal and written communication skills.

Qualifications

Employers desire an applicant who has the ability to handle stressful situations and difficult people. Employers look for a representative who's friendly, courteous and professional. A customer service representative needs to be able to handle calls quickly and efficiently.

Considerations

A telephone customer service representative typically has her own cubicle or workstation with a telephone, computer and headset. A customer service representative spends much of the workday typing, staring at a computer screen and sitting. Repetitive-motion injuries such as carpal tunnel syndrome and eye, back and muscle strains are common. Although a representative may work morning, evening or night shifts, there are also split shifts and part-time work available. Evenings, weekends and the holiday season are when a representative usually receives the highest volume of calls. A customer service representative must meet call quotas set by the company she works for.

References

• U.S. Bureau of Labor Statistics: Customer Service Representative