Customer Service Representative: Your 2025 Career Guide

Key takeaways

• Customer service representatives work directly with customers to provide assistance, resolve complaints, answer questions, and process orders.

• You may enjoy being a CSR if you like helping people and have good problem-solving skills.

• Nearly every industry needs customer service representatives. There are also remote jobs available if you primarily work with customers over the phone or via chat.

Learn more about what customer service representatives do on a daily basis and how you can become one. Afterward, build your knowledge of customer service practices with the CVS Health Retail Customer Service Professional Certificate, where you'll learn how to create positive interactions with customers.

What is a customer service representative?

Customer service representatives (CSR) are professionals who serve as the primary point of contact between a company and its customers. They are responsible for addressing customer inquiries, resolving issues, and providing information about products or services.

CSRs typically communicate with customers through different channels, including phone, email, chat, or in-person interactions. In a CSR role, you may focus on one particular channel or be asked to monitor a few. Depending on the company, you may have the opportunity to hold a remote customer service role.

As the first point of contact, CSRs often represent the brand to new and existing customers, which can impact factors like customer retention, customer loyalty, and brand loyalty. If a customer has a negative experience because of a CSR who does not understand their problem or cannot help them resolve it, they will be less likely to make another purchase from the company in the future.

Key customer service representative skills

CSRs have to develop many of the same customer service skills that are so important to this general career path. These skills typically include interpersonal skills, such as empathy, active listening, and problem solving, as well as more technical skills, such as CRM tools.

What do customer service representatives do?

As a customer service representative, your main job is to serve customers via phone, chat, email, or in person. Customer service reps work for most any business that engages with customers, including retail stores, banks, and insurance companies. Specific duties will vary depending on the company and industry where you work, but they may include:

• Answering customer questions about the company, products, or services

• Resolving customer complaints

• Directing customers to the right department or supervisor 

• Taking orders or processing payments 

• Making changes to customers’ accounts

• Handling returns and exchanges

• Addressing billing concerns

• Keeping records of customer interactions

• Selling products and services

Where do customer service representatives work? 

Customer service representatives work in a variety of environments and across many industries. They may communicate with customers in person or via phone, chat programs, or email. There are currently about 2.9 million customer service representative jobs in the United States, according to the US Bureau of Labor Statistics (BLS) [1]. Industries that employ the highest percentages of customer service reps include the following [2]:

One role within customer service expected to grow 6 percent from 2023 to 2033 is that of a computer support specialist [3]. Working in IT support can lead not only to more job opportunities but higher pay as well. Customer support specialists across all industries made a median salary of $39,680 in 2023 in the US [1], while computer support specialists made $60,810 [4]—more than a $20,000 difference.

6 tips for getting a job as a customer service representative

Becoming a CSR often doesn't require a college degree. In fact, with a high school diploma or GED and some additional skills development, you can explore this career and begin working toward advancement. If you’re ready to start exploring your career as a customer service rep, follow the tips below.

1. Develop your workplace skills.

Workplace skills are crucial to being an effective customer service representative. You’ll often need to lead with a positive attitude and empathy to resolve their problems. Stay calm and diplomatic under pressure, and you’ll be better able to deal with difficult or stressed customers. Other important traits for customer service representatives include flexibility, an eye for detail, and the ability to learn and remember quickly.

2. Build your computer skills.

Customer service representatives can spend long hours at a computer. You’ll likely need typing and data entry skills, as well as familiarity with programs like Microsoft Word and Excel. Take short courses online or practice working with these programs on your own time.

3. Consider certification.

Certification isn’t necessary for many customer service jobs, but it can be a useful way to understand common situations you may encounter and how to approach them. Earning an industry certification can also validate your skills to recruiters and hiring managers. Some common certifications in customer service include:

• Certified Customer Experience Professional (Customer Service Institute of America) 

• HDI Customer Service Representative 

• Certified Customer Service Professional (National Customer Service Association) 

Is working in customer service a good career?

A customer service job may make for a good career path, depending on your goals, or an excellent entry-level role to gain experience. Customer service roles allow you to build workplace skills, specifically how to communicate with other individuals, which you can then apply to other facets of your professional life.

4. Train for a particular industry.

Many positions offer on-the-job training for new hires, which can entail working alongside a senior employee. Certain industries, such as those in tech, may require more intensive training. You may even encounter specific rules, depending on factors like the state or industry you work in. This is often the case in finance and insurance customer service careers. 

5. Gain some customer service experience. 

Employers may like to see that you have experience working with people. Consider gaining some experience with other positions that entail working with the public. This could include working as a cashier, server, or sales associate in a store. Volunteering with your community can also bring you valuable customer service experience.

6. Learn a second language.

Being bilingual can be helpful in communicating with customers who may not speak English as their first language. Learning a second language can help your application stand out above the others. Mandarin and Spanish rank among the most in demand.

Build your customer service representative skills with Coursera

Learn job-ready skills from industry leaders like Google, Microsoft, and IBM with a Coursera Plus subscription. You’ll get a certificate for every program you finish, which you can add to further enhance your resume.

订阅 Coursera Plus，培养就业技能

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