What is a customer service representative? A customer service representative (CSR) is a professional who functions as the main point of contact between a company and its customers. CSRs assist with inquiries, help resolve complaints, process orders, and manage accounts across communication channels, promoting positive customer experiences. Grow your skills
Things to know about customer service representatives
What do customer service representatives do? Roles and responsibilities of a customer service representative What are the qualities of a high-performing customer service representative? What is the difference between a customer service representative and a customer success representative? What is the job outlook of a customer service representative? How much does a customer service representative make? How to become a customer service representative? Unlock your career potential with ServiceNow

Not long ago, shopkeepers and business owners were the primary contact for their customers. But businesses continue to grow in size and complexity, facilitated by new and evolving technologies. Telephone call centers, email, CRM tools, live chat, social media, and eventually even AI all played a role in this transformation, making it possible to serve ever larger and more diverse audiences of buyers. With that growth came the need for dedicated individuals to manage customer interactions at scale.

Today, the customer service representative handles more than simple transaction management; they are a critical component of customer experience strategy. Modern CSRs are expected to handle a variety of tasks across multiple communication channels, addressing customer inquiries and resolving complaints while also acting as the voice of the brand throughout the customers’ journey. In an increasingly competitive market, CSRs play a pivotal role in building and maintaining customer loyalty, heavily impacting their organization's reputation and success.

Expand All Collapse All What do customer service representatives do?
Customer service representatives are frontline professionals responsible for managing interactions between a company and its customers. If it involves interacting directly with customers, there is a good chance it falls within the responsibility of the CSR—answering questions, resolving concerns, and walking customers through user issues are all part of the job. At the same time, CSRs must be available and knowledgeable when it comes to the full range of communication channels, allowing customers to connect and interact with the organization on the channel (or channels) they feel most comfortable with.
Roles and responsibilities of a customer service representative

Customer service representatives are the public face of their company, but they are also more than simply ambassadors or help-desk operators. These professionals work to provide satisfactory customer experience from start to finish, and are typically responsible for the following tasks:

  • Initiating contact with customers for support or follow-up 
    Proactive outreach, such as checking in with customers or offering guidance, helps maintain a strong customer relationship and prevent unaddressed concerns from souring the customer relationship. 
     

  • Resolving customer issues 
    CSRs are expected to own the customer’s problem from start to finish, acting as the primary point of contact throughout the resolution process. 
     

  • Diagnosing problems and providing effective solutions 
    Accurately assessing the customer’s issue, CSRs are able to leverage their product knowledge to troubleshoot and resolve the problems before they get out of hand. 
     

  • Forwarding unresolved issues to the appropriate internal teams 
    When an issue exceeds the CSR’s ability to resolve, they must escalate it to the relevant department, ensuring that the problem is addressed promptly. 
     

  • Gathering timely and accurate feedback from customers 
    After resolving an issue, CSRs should follow up with customers to ensure the solution was effective and to collect feedback that can improve future service 
     

  • Creating and updating solution articles within the knowledge base 
    CSRs document the solutions they develop, contributing to a knowledge base that helps prevent recurring issues while supporting other team members who may encounter similar situations. 
     

  • Demonstrating proficiency using help desk software 
    CSRs need to be adept at using customer support software to manage inquiries, track resolutions, and maintain an elevated level of service efficiency 
     

  • Monitoring and analyzing customer service metrics 
    CSRs track key performance indicators (KPIs), such as customer satisfaction and resolution time. This helps provide insights into improving overall service quality.

What are the qualities of a high-performing customer service representative?
High-performing CSRs possess a blend of business acumen and technical expertise, allowing them to address customer needs and contribute to the success of their organization. This is no simple task; these professionals must be adaptable, knowledgeable, and skilled in communication to navigate the often complex and fast-paced environment of customer service. The following skills are essential in fulfilling this role:
Customer service representative business skills

CSRs must demonstrate competence in managing customer relationships, navigating sensitive interactions, and contributing to the overall goals of the organization—all of which contributes to business success. The following skills help customer service representatives navigate daily challenges while keeping customer satisfaction their top priority:

  • Communication skills 
    Effective communication is at the heart of customer service. CSRs must be able to listen actively, convey information clearly, and show empathy during customer interactions. 
     

  • Multitasking 
    CSRs often juggle multiple responsibilities, such as handling several customer inquiries simultaneously, documenting interactions, and following up on previous cases. The ability to multitask allows them to manage these competing demands without compromising service quality. 
     

  • Attention to detail 
    In customer service, the small things matter. CSRs must pay close attention to the details of each interaction to provide accurate problem resolution and maintain clear communication.
  • Ability to keep deadlines
    CSRs are governed by service level agreements (SLAs) and as such are expected to resolve issues within specified timeframes.
     
  • Proactivity 
    High-performing CSRs don’t just wait for problems to arise; they take initiative to prevent issues and improve the customer experience. Whether it’s following up after a resolution or reaching out to customers to gather feedback, a proactive mindset helps customers feel valued. 
     

  • Empathy 
    Understanding and acknowledging the feelings of customers is the first step in building a positive rapport. Empathy allows CSRs to connect with customers on a personal level, which can lead to more satisfactory resolutions and a better overall experience. 
     

Problem-solving skills 
CSRs frequently encounter challenges that require quick thinking and creative solutions. Strong problem-solving skills are central to being able to quickly identify the root cause of customer issues and develop effective strategies to resolve them.

Customer service representative technical skills

Hard skills are sometimes overlooked in customer service, but CSRs must have expert knowledge of the software they support to resolve customer issues effectively. Beyond general technical skills, they need a deep understanding of the product’s functionality and common problems. This expertise allows them to guide users through complex troubleshooting, optimize the customer experience, and work efficiently with internal teams. Mastering products ensures they can quickly address inquiries and deliver high-quality support, improving overall service performance. The following skills allow them to navigate the digital tools and platforms that support customer service in the digital era:

  • Computer skills 
    CSRs rely on general computer skills to access information, process transactions, and communicate with customers. Proficiency in basic computer operations supports many of the daily tasks associated with this role. 
     

  • Product knowledge 
    A deep understanding of the company’s products or services allows CSRs to provide accurate information and effective solutions. This expertise enables them to answer customer questions confidently and perform basic troubleshooting when issues arise. 
     

  • Tool mastery 
    Managing and documenting customer interaction from a wide customer base requires the use of customer service tools, such as CRM systems and help desk software. CSRs must be adept at navigating these platforms to track tickets, update customer records, and enable the seamless flow of information across relevant departments. 

What is the difference between a customer service representative and a customer success representative?

While both customer service representatives and customer success representatives focus on customer interactions, they serve distinct functions within an organization—specifically with regard to immediate issue resolution versus long-term customer growth.

  • Customer success representative 
    This role is more strategic, focusing on long-term customer satisfaction and retention. Customer success representatives work closely with customers to ensure they achieve their desired outcomes with the product or service, often identifying opportunities for upselling or cross-selling. Their success is typically measured by metrics like customer retention rates, customer lifetime value, and net promoter scores. 
     

  • Customer service representative 
    This role is typically considered more tactical, dealing primarily with resolving customer issues and addressing inquiries as they arise. Customer service representatives are the first point of contact for troubleshooting problems, providing immediate support, and ensuring customers are satisfied with the service they receive. Their performance is often measured by metrics like first response time, resolution time, and customer satisfaction scores.

 

Customer success representatives focus on fostering long-term relationships and maximizing customer value, while customer service representatives concentrate on resolving immediate issues and ensuring customer satisfaction during specific interactions. That said, these distinctions are not always universal; many organizations include strategic, long-term considerations within the role of customer service representative.

What is the job outlook of a customer service representative?

Customers, in one form or another, will always be a major part of any business. This means that the need for customer service representatives is likely to remain consistently strong. Businesses across essentially every market rely on these professionals to maintain and enhance their buyer relationships and present a knowledgeable and supportive face to their audiences.

Positions that may lead into a CSR role include call center representatives, sales support representatives, and technical support specialists. With experience, CSRs can further advance into roles such as customer service manager, contact center supervisor, or more specialized roles that require advanced technical expertise.

Industries that hire customer service representatives

As previously stated, most industries rely on some form of CSR to interact with and support their customers. Including a call out to every one of these industries here is not possible, but the following are among the most prominent that hire customer service representatives: 

  • Retail and e-commerce 
    CSRs manage customer orders, handle returns, and provide assistance with product information, helping to create friction-free shopping experiences. 
     

  • Technology 
    Tech companies rely on CSRs to help customers troubleshoot products, offer technical support, and provide information about software and hardware. 
     

  • Healthcare 
    CSRs assist patients with inquiries about appointments, insurance, and billing. They may also act as a go-between in relaying questions or answers between patients and healthcare providers. 
     

  • Finance 
    In the financial sector, CSRs handle customer accounts, address concerns related to banking, loans, and investments, and provide guidance on using financial products. 
     

  • Telecommunications 
    Telecommunications CSRs support customers with service setup, troubleshooting, and billing inquiries. 

How much does a customer service representative make?
According to Glassdoor, customer service representatives in the United States can expect to earn an average of around $44K per year. The total pay, which includes bonuses and other incentives, typically falls between $36,000 and $54,000 annually. Base salaries range from $33,000 to $48,000, with additional compensation—such as bonuses or commissions—adding up to about $3,000 - $6,000. This puts CSRs in a solid position within the workforce, with opportunities for extra earnings through various performance-based incentives. And of course, CSRs have ample opportunities for career advancement, which come with additional earning potential.
How to become a customer service representative?
A desire and willingness to work with customers is a good place to start, but becoming a professional customer service representative involves a few more steps; it requires a blend of education, skills, and experience. And while a high school diploma is often the minimum requirement, pursuing additional education, certifications, and skill-building opportunities can provide a major boost to your prospects. Below are some of the most important stages you will want to consider along your journey to becoming a successful CSR:
Get a degree
While a post-secondary degree is not mandatory, it can make you a more competitive candidate, particularly in specialized industries. Aim for a bachelor's degree or higher, with a focus in fields such as business administration, communications, or psychology, as these will help enhance your understanding of customer behavior and service strategies.
Explore additional education opportunities
Consider earning certifications such as HDI Customer Service Representative, Certified Customer Experience Professional, or Certified Customer Service Professional. These credentials will help validate your skills and may also increase your earning potential. Additional courses in communication or industry-specific training can also be invaluable.
Develop workplace skills
Strong communication, initiative, empathy, and problem-solving abilities are crucial in customer service. Developing these interpersonal skills will enable you to handle customer interactions effectively and navigate challenging situations. You can build these skills through any activities that put you in close proximity to customers—volunteer work, internships, or even roles in retail or hospitality that require regular customer interaction.
Build technical skills
Proficiency in computer operations, CRM tools, and customer support software is essential for managing customer interactions efficiently. It is certainly possible to learn advanced technical skills on your own, consider taking courses in these areas to establish the right foundation for a career in CSR.
Learn one or more new languages
Digital translation tools have come a long way, but for customer service, it is always better to provide support in the customers’ native language. Being multilingual is a valuable asset, especially in diverse or expanding markets, and can make you that much more attractive to employers. Consider learning languages like Spanish or Mandarin, and work on your fluency by finding non-work opportunities to practice with native speakers.
Gain experience
Seek out opportunities in your chosen industry to help develop a clear understanding of the specific service protocols associated with customer interactions and industry standards. The more hands-on experience you gain, the better prepared you will be to handle the demands of a CSR role in your chosen field.
Unlock your career potential with ServiceNow

CSRs are the backbone of strong customer/business relationships. As a career, customer service offers access to a variety of industries along with clear opportunities for growth, skill development, and professional advancement. The role of technical support specialist takes this even further, bridging technical expertise with customer needs in roles that require in-depth knowledge of complex software products. For those looking to enter this field, the ServiceNow Career Journey provides a structured pathway to reaching this goal.

ServiceNow offers a comprehensive learning journey tailored to different experience levels—from beginners to seasoned professionals. The program takes you through essential skills, certifications, and industry-specific knowledge, empowering you to excel as you expand your CSR career and take steps towards becoming a support specialist. Whether you’re starting out or looking to advance, ServiceNow can help you navigate the complexities of this demanding field.

Ready to embark on your journey? Explore ServiceNow's Career Journey today and take that all-important first step towards a better professional future.

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