In retail stores, representatives may spend hours on their feet assisting customers in person. In addition, the work may be stressful when representatives must interact with dissatisfied customers Representatives may be under pressure to answer a designated number of calls while supervisors monitor them for quality assurance. Working from home is also possible in some companies. Representatives in offices may work in a large room alongside other employees, so the area can be noisy. Professional, scientific, and technical servicesĬustomer service representatives are employed in nearly every industry. Insurance carriers and related activities The largest employers of customer service representatives were as follows: Retail trade Many customer service representatives work in call centers.Ĭustomer service representatives held about 2.9 million jobs in 2021. For example, representatives who work in call centers answer the phone and use computers to explore solutions for customers. Although selling a product or service is not their main job, representatives may help generate sales while providing information.Ĭustomer service representatives typically use a telephone, computer, and other office equipment. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Representatives who work for utility and telecommunications companies may help customers with service problems, such as outages. For example, representatives who work in banks may answer customers’ questions about their accounts. The specific duties of customer service representatives vary by industry. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media.
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