Duties of a Customer Service Representative

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Customer service representatives are the direct link between customers and the companies they are working for, and there are many duties involved in their day to day work. The job of a customer service representative is a relatively easy occupation to get into if one has a high school diploma, as most of the training needed for the position is provided by the employer.

Customer Inquiries

  • Customer service representatives provide friendly and efficient service to customers through phone, email and face to face interaction. They respond in a quick manner to customer inquiries and complaints, and make sure that all problems being experienced by the customer are solved to the best of their abilities and to the full satisfaction of the customer. Sometimes, customer service representatives have the authority to reverse or refund fees or payments, and can replace faulty products. However, there are some types of customer service representatives who hear customer complaints and verify that they are valid before moving forward with replacing products or issuing refunds.

Helping to Sell Products

  • Generally, customer service representatives' main duty is not to sell products, though there are some who do as their primary task. Most of the time, however, representatives may provide valuable information to customers that will aid them in making the decision to purchase a particular product or service, depending on the customer's desires and needs in a specific product.

Changing Account Information

  • Customer service representatives have access to customer accounts in their computer systems and go into these accounts to change any information when necessary. Such information could include mailing or shipping addresses and phone numbers. The customer service representative may even close the account if a customer desires.

Other Duties

  • Duties vary for customer service representatives and tend to depend on the type of environment that they work in. Representatives working in banks usually have duties that are similar to that of bank tellers, and customer service representatives working in offices, particularly insurance offices, may handle and process paperwork and make changes to insurance policies and renewals. Customer service representatives also work in utility companies, where they take calls about power outages and help to solve those issues, or in retail stores, where they may handle returns and exchanges of merchandise.

References

  • Photo Credit customer service image by Kurhan from Fotolia.com
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