Customer service representatives interact with customers to provide information in response to inquiries about products and services. They resolve customer complaints about billing, shipping, damaged goods, or dissatisfaction with a product or service.

Employment Trends
Between 2006 and 2016, approximately 1.15 million additional employees will be needed. This job has a much faster than average growth rate, and demand for the job will grow by more than 21 percent during this time period.

Typical Work Activities

• Confer with customers by telephone or in person to provide information about products and services, take orders, cancel accounts, and/or resolve complaints.
• Keep records of customer interactions and transactions, record details of inquiries, complaints, and comments, as well as actions taken.
• Resolve customers’ service or billing complaints.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

Work Styles

• Good natured, pleasant attitude, dependable and responsible.
• Detail-oriented, precise, and thorough.
• Strong listening and verbal communication skills.
• Self-composed, ability to keep emotions in check, ability to control anger.
• Tolerant, able to handle high stress situations, ability to handle criticism.

Examples of Work Locations

• Call centers
• Online call centers

Stepping Stone Positions
You can enter into a customer service job through a retail job, such as those in a clothing or toy store. This stepping stone will help you build your public interaction and conflict resolution skills.