Quality customer service is the backbone to successful business operations. Skilled Customer Service Representatives (CSRs) are central to supporting business, as they efficiently resolve customer complaints with empathy, improve customer satisfaction, and maintain companies’ reputations.
Customer Service Week, Oct. 5–9, is a prime time to celebrate outstanding CSRs! Customer Service Week was first celebrated in 1987, then U.S. Congress proclaimed it a nationally recognized week in 1992. Now it’s celebrated worldwide, with 60 countries participating last year.
Customer Service Representatives Matter
Even in the age of AI, 68% of customers prefer speaking with a live customer service representative, and 86% think companies should emphasize customer service more, according to the Achieving Customer Amazement report. Great customer service can turn around a bad experience, so it’s important for companies to have skilled customer service representatives preserve their reputation and retain customers.
Show your appreciation for CSRs with a sincere thank-you note, lunch, giving a small gift, or sharing what you appreciate about each person and the unique traits they bring to your company.
Answer the Call as a Customer Service Representative
If you’re interested in working as a CSR and contributing to quality customer service, discover the skills and responsibilities of this role.
Because most companies need a customer service department, CSRs are common across a range of employers and industries. Responsibilities include regularly interacting with customers and clients, receiving inbound and making outbound calls, responding to emails or service tickets, and potentially working with custom company software.
What Customer Service Representatives Do
CSRs handle a variety of responsibilities, which may include:
- Interacting with customers and clients
- Answering and making phone calls, both internal and external
- Communicating via email or support tickets internally and externally
- Fielding questions that may require research, troubleshooting with other teams, or additional follow-up
- Handling customer complaints
- Processing or re-issuing orders
- Learning and using company technology platforms
Depending on the specific job and location, CSRs may work onsite, remote, or in hybrid positions. Their work schedule may be during normal business hours, evening shift, or overnight shift.
What You Need to Succeed as a Customer Service Representative
Providing top-level customer service is essential for businesses to succeed and meet customers’ needs and expectations. Every position is different, but many companies hire for the following skills and attributes:
- Ability to handle high volume phone calls
- Active listening to interpret core issues
- Adaptability to use AI and other technology
- Commitment to supporting customers and solving problems
- Conflict resolution to meet customers’ needs
- Level-headedness, positive attitude, and patience to maintain composure during tense conversations with customers
- Showing empathy and practicing tenacity and determination
A high school diploma or equivalent is typically required, but there can be exceptions. Though not usually required, certifications can validate your skills and help you stand out when job searching.
- Certified Customer Experience Professional
- HDI Customer Service Representative
- Certified Customer Service Professional
- Call Center Customer Service Professional Certificate
- Business Office Technology Certification
Your Skills Can Make a Lasting Impression
CSRs play a vital role in helping businesses build trust and create positive experiences for customers. This can be a rewarding career for job seekers who stay calm under pressure, turn challenges into solutions, and enjoy making a meaningful difference. If you’re ready to use your communication, problem-solving, and people skills at work, a CSR job could be a strong next step.
About Express Employment Professionals
At Express Employment Professionals, we’re in the business of people. From job seekers to client companies, Express helps people thrive and businesses grow. Our international network of franchises offers localized staffing solutions to the communities they serve across the U.S., Canada, South Africa, Australia, and New Zealand, employing more than 11 million since its inception. For assistance with your job search, visit ExpressPros.com/Job-Seekers or ExpressPros.ca/Job-Seekers.
