Customer service representatives work directly with customers to provide assistance, resolve complaints, answer questions, and process orders. If you enjoy helping people, a job as a customer service representative could be a good fit. In this role, you’ll find career opportunities in almost every industry, ranging from brick-and-mortar retail stores to call centers to your own living room.

Learn more about what customer service representatives do on a daily basis and how you can become one.

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Salesforce Sales Development Representative

Unlock your potential in tech sales. Build job-ready skills for an in-demand career as an entry-level Sales Development Representative (SDR). No degree or prior experience required.

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Average time: 3 month(s)

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Skills you'll build:

Sales, Time management, Cold Calling, Sales Development, interviewing, Personal Advertisement, Personal Branding, Resume writing, Audience, Customer Relationship Management Software, video prospecting, Prospecting, sales engagement, Communication, Proactivity, Creative Problem Solving, empathy, Coachability, objection handling, cold emailing, teamwork

What do customer service representatives do?

As a customer service representative, your main job is to serve customers. Customer service reps work for most any business that engages with customers, including retail stores, banks, and insurance companies. Their primary tasks may include greeting and communicating with customers in person, by phone, or by computer via chat or email. 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

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CVS Health Call Center Customer Service

Launch your career in call center customer service. Build job-ready skills to land your next role in call center customer service.

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Average time: 2 month(s)

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Skills you'll build:

Customer Service, Communication, Task Prioritization, Time management, De-escalation, Resume Creation, Problem Solving, Active Listening

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.

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Google IT Support

Get on the fast track to a career in IT. In this certificate program, you’ll learn in-demand skills, and get AI training from Google experts. Learn at your own pace, no degree or experience required.

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Cybersecurity, Wireless Security, Cryptography, Network Security, Directory Service, Lightweight Directory Access Protocol (LDAP), Backup, Domain Name System (DNS), Ipv4, Network Model, Troubleshooting, Binary Code, Customer Support, Linux, Powershell, Linux File Systems, Command-Line Interface

9 tips for getting a job as a customer service representative

If you’re ready to start exploring your career as a customer service rep, these tips can help you build the experience and education you need for the job.

1. Develop your workplace skills.

Workplace skills are crucial to being an effective customer service representative. You’ll often need to interact with customers 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 courses through a local community college or vocational school, or learn at your own pace with an online course.

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Everyday Excel

Learn Excel From Scratch to Expert. Starting from zero knowledge of Excel, you'll learn basic spreadsheet skills and apply them in to several exciting projects in the capstone "Projects" course.

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Spreadsheet, Microsoft Excel, Problem Solving, Project, computing, Real-world projects, Data Management, Real World

3. Consider certification.

Certification isn’t necessary for many customer service jobs, but it may be required for some advanced positions. 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 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. Take a communication course.

Communication is often a crucial aspect of the work. You can improve your written and verbal skills with courses like the Improve Your English Communication Skill Specialization offered by the Georgia Institute of Technology. 

6. 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.

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CVS Health Retail Customer Service

Launch your career in retail customer service. In this program, you'll learn important job-ready skills to excel in customer service. No prior experience needed.

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Average time: 2 month(s)

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Skills you'll build:

Customer Service, Communication, Task Prioritization, Time management, De-escalation, Active Listening, Social Media, Completing Retail Transactions, Resume Creation

7. 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.

8. Finish your education.

A postsecondary degree isn’t required for most customer service jobs. However, many employers may want you to have a high school diploma, GED, or equivalent. Consider joining volunteer clubs or other activities that will allow you to gain customer service experience.

9. Practice for your interview. 

When you’re ready to apply for a job, make sure you’re prepared for the interview by reviewing questions you might encounter. These may include:

• Describe a time when you successfully solved a problem for someone. 

• How would you handle an upset customer? 

• What would you do if you didn’t know the answer to a customer’s question?

• Describe a situation where you had to remain calm during a chaotic situation. 

• What would you do if you had to work with someone you didn’t like?

Build your customer service representative skills with Coursera

Build essential skills to excel in a customer service role with a Professional Certificate from CVS on Coursera. Whether you’re looking for a career in retail or remote customer service, learn at your own pace from industry experts while earning a credential for your resume.

professional certificate

CVS Health Retail Customer Service

Launch your career in retail customer service. In this program, you'll learn important job-ready skills to excel in customer service. No prior experience needed.

4.8

(70 ratings)

3,319 already enrolled

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Average time: 2 month(s)

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Skills you'll build:

Customer Service, Communication, Task Prioritization, Time management, De-escalation, Active Listening, Social Media, Completing Retail Transactions, Resume Creation

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CVS Health Call Center Customer Service

Launch your career in call center customer service. Build job-ready skills to land your next role in call center customer service.

4.8

(191 ratings)

9,369 already enrolled

Beginner level

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Average time: 2 month(s)

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Skills you'll build:

Customer Service, Communication, Task Prioritization, Time management, De-escalation, Resume Creation, Problem Solving, Active Listening

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