Customer service representatives work as a liaison between a company or organization and the people who use its products or services. They answer questions, address concerns and complaints, and troubleshoot problems a customer may have. They also may be the point of contact for customers who need to make changes to an account with the company, such as updating an address or billing information. In some instances, they also take orders and process returns, refunds or payments.

Customer service representatives may provide support over the phone, in person, or through online chat, email, text or social media – basically anywhere their customers are.

“The main responsibility of a customer service representative is to be an advocate for the customer,” Jonathan Fernandez, former customer experience team lead for Catch, a personal payroll and benefits platform based in New York City, wrote in an email. “The job is to create a two-way street for communication, so customer service representatives work with other teams inside the organization – from operations and engineering to marketing and design – as well as serve as the voice of the user or customer.”
The Bureau of Labor Statistics projects -5.5% employment growth for customer service representatives between 2022 and 2032. In that period, an estimated 162,700 jobs will be lost.

Customer service representative jobs usually only require a high school diploma, although some companies may prefer candidates with a bachelor’s degree in a relevant field like communications or business.

Much of a customer service representative’s training occurs on the job. This training may last a few weeks or months, depending on the company and industry. But a customer service representative’s education isn’t complete when their training is done. They must continually learn as new situations arise, and as new products or ways to interact with clients are introduced.

“It’s vital for customer service representatives to have a strong understanding of the product. This requires time and investment from the representative’s side to sit with internal stakeholders,” Fernandez says. “To excel in customer service, it’s a continuous education process where you’re staying up to date with product development and industry changes.”