What Do Customer Service Reps Do (including Their Typical Day At Work)

Job Description

Customer Service Reps interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. They also confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Other tasks include:

• Check to ensure that appropriate changes were made to resolve customers’ problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

We asked Customer Service Reps how satisfied they are with their job. Here is what they said.

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61% of them said they were satisfied with their job and 44% said they find that their job makes the world a better place or helps to make someone else’s life better.

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Typical Day At Work

On a daily basis, Customer Service Reps determine charges for services requested, collect deposits or payments, or arrange for billing. They confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

A typical day for a Customer Service Representative will also include:

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers’ problems.
• Order tests that could determine the causes of product malfunctions.

We asked some Customer Service Reps a few questions to find out what else does their work day look like. Here is what we found.

	Do you have telephone conversations everyday in this job?	100% said yes
	How important is it to work in a team in this job?	47% said very important
	Do you have group discussions everyday in this job?	66% said yes
	Do you talk or work with customers everyday in this job?	48% said yes
	Do you have to deal with angry customers everyday in this job?	24% said yes
	Do you have to make decisions everyday in this job?	51% said yes

Other responsibilities

Besides their typical day, Customer Service Reps also review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers’ claims. They may also refer unresolved customer grievances to designated departments for further investigation.

On a weekly to monthly basis, Customer Service Reps Review insurance policy terms to determine whether a particular loss is covered by insurance. They might also Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

In addition, they Solicit sales of new or additional services or products.

Although specific duties may vary, many of them Order tests that could determine the causes of product malfunctions.

To some Customer Service Reps, it is also their responsibility to Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Working life

Standard 40 hour work week

Regular schedule like a 9 to 5

In a typical work week as a Customer Service Representative, you can expect to work 40 hour work week.

Is this right for me

People who are suitable for this job tends to like starting up and carrying out projects. They like leading people and making many decisions. Sometimes they require risk taking and often deal with business..

They also like working with, communicating with, and teaching people. They like helping or providing service to others.

You can read more about these career personality types here.

Explore other careers

http://www.bls.gov/OOH/office-and-administrative-support/customer-service-representatives.htm

http://www.icmi.com/

http://www.scic.com/