Updated November 14, 2023
A customer service agent is a worker who handles a wide variety of issues with a company’s customers. Also called a customer service representative, these are the workers that people reach if they have questions about a company’s product or concerns that something isn’t working right. Depending on the issue the customer raises, a customer service agent may either resolve the problem directly, or they may communicate internally with someone in the company to try to find a solution.
Salary (Median Pay)
For customer service representatives.
- Salary: $35,830/yr
- Hourly Rate: $17.23/hr
Source: Bureau of Labor Statistics
Duties and Responsibilities
- Receive customer calls, emails and other forms of communication;
- Ask questions to ascertain customer wants/priorities;
- Accurately record issues raised by customer;
- Verify account information;
- Where appropriate, resolve issues immediately;
- Alternatively, contact other company officials to determine solution;
- Maintain contact with customers for long-term fixes; and
- Bring attention to emerging products.
Qualifications
- Capacity to handle high call volume;
- Patience with potential frustrated customer;
- Inclination for problem-solving;
- Friendly disposition;
- Deep understanding of company structure and product offering; and
- Ability to translate internal procedures into customer advice.