Customer Service Representative - Roles and Responsibilities


While it might not be as glamorous as building a new feature or launching a product, customer support is still an important part of every business. And no one is better suited to providing that service than a Customer Service Representative (CSR).

How to Hire a Customer Service Representative in the US

CSM Magazine

Customer support is a role where a company’s employees are a representation of your organization. The experience of your customer with your product or organization is directly dependent on the kind of service they receive from your customer support representatives.


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Free Soft Skills Training: Best Practices: Customer Service Representatives

Myra Golden Media

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers.

How to Write Customer Service Representative Job Description [18 Descriptions & Titles]

ProProfs Chat

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business.

4 Key Personality Traits for A Perfect Customer Service Representative

Provide Support

Key Personality Traits for A Perfect Service Rep. Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. While perfection can hardly ever be achieved – some people just happen to possess the qualities that make them more suited for the role of a customer service representative, while others simply don’t.

Episode 62 – Treat Your Customer Service Representatives Like Royalty

Kristina Evey

Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read More Episode 62 – Treat Your Customer Service Representatives Like Royalty. The post Episode 62 – Treat Your Customer Service Representatives Like Royalty appeared first on Kristina Evey.

These Are the Interview Questions You Need to be Asking Customer Service Representatives

Myra Golden

There was a time when customer service departments/jobs were solely reactive. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role. Customer service representatives are spokespeople and even sales people in addition to problem solvers. Customer service professionals have great influence on customer loyalty and purchasing habits.

These Are the Interview Questions You Need to be Asking Customer Service Representatives

Myra Golden

There was a time when customer service departments/jobs were solely reactive. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role. Customer service representatives are spokespeople and even sales people in addition to problem solvers. Customer service professionals have great influence on customer loyalty and purchasing habits.

6 Habits of Highly Successful Customer Service Representatives

CSM Magazine

At the heart of every business is a great customer service team, always striving to deliver an exceptional service to their clients with the goal of turning a first-time customer experience into repeat business. Richard Branson truly is the face of customer service. He believes that if you keep your employees happy, they will, in turn, take care of your customers. Customers want to talk to a real person so refrain from sounding too rehearsed.

7 Types of Customer Service Representatives You Should Hire Now

Magellan Solutions

Looking to beef up your customer service? Hire agents with formidable customer service representatives skills. It’s the only way to ensure customer satisfaction and high service levels. These are the types of customer representatives (CSRs) you should hire: “The Controller” – As the name suggests, this type is assertive and opinionated. Customer Service BPO Call Center customer service Customer Service Representative customer suppor

Treat Customer Service Representatives Like Customers


Every company has a team of customer service representatives who come to work every day and field customer calls. Their primary role is to speak with customers, giving them valuable insights into how your products are being used. Customer service representatives also have a unique ability to affect a customer’s opinion of a company. There’s a correlation here that’s easy to see: happy agents are better at making customers happy.

A knowledgeable, well-trained, professional customer service representative is worth their weight in CX gold!

Innovative CX

I’ve been involved in customer service for all my 40 years in business. For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations.

7 Interview Questions and Answers for Customer Service Representatives

CSM Magazine

Do you want a job or a career in customer service? What things would you do to provide a customer with excellent service? When answering this interview question, discuss how you have always worked to go the extra mile when providing a customer with service. Make sure to emphasize that ensuring that the customer is satisfied and happy is always your top priority. I was able to speak to the manager and convince him to reimburse the customer.

What an Excellent Customer Service Representative Looks Like


When it comes down to it, a company’s customer service rests on the shoulders of their customer service representatives. They serve as the representatives of the brand , often the only direct point of contact many customers will have with your company. What does an excellent customer service representative look like? Here are a few of the differences that may exist between customer service representatives: 1.

How to Be a Great Customer Service Representative

CSM Magazine

Being awesome at customer service is all about having the needed skills and personal characteristics. Some think that communication skills are most important for customer service professionals but this isn’t the case. Customer service reps will often have to interact with angry clients, annoying clients or people who simply can’t explain what they really want. Understand Your Product or Service.

When You, As A Customer Service Representative, Take Things Personally, You Make Your Job Harder

Myra Golden Media

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. Matching the customer word for word, Beverly spit out, “B$#&@, no we won’t!” I was glad Beverly got this customer and not me. The customer punched Beverly!

2017 52

What Customer Service Representatives Can Learn From Doctors About Delivering Bad News

Myra Golden

There’s a lot customer service professionals can learn from doctors when it comes to delivering bad news. Help them cultivate an attitude of empathy, walk them through how to be clear, direct and concise and make sure they make customers feel completely comfortable asking questions. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

2016 48

4 Easy Steps To Improve Your Communication Skills and Be An Effective Customer Service Representative

Magellan Solutions

In the bustling call center and BPO industry, it is always the case that the most effective customer service representatives possess the most advanced communication skills. Considering that their job role requires hours of non-stop communication with different types of customers, it is easy to understand why this skill is non-negotiable, and why mastering it is necessary. When in doubt, don’t hesitate to repeat what your customers said by using your own words.

2017 41

10 Customer Service Skills that Every Customer Service Representative Must Have


When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service. Here’s a list of 10 customer service skills that every person involved in customer service needs to own to be able to provide the best customer experience possible.

2017 40

Customer service representatives are heroes too

Service Untitled

On January 21, a customer service agent for has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. “I was on the phone with one of our long-time customers, and suddenly she was unable to respond to my questions. Good service valued over good food?

2011 59

Guest Post: Improving Employee Experience for Your Customer Service Team


She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.

2021 114

When a customer service representative is limited to talk time

Service Untitled

Many of her friends and customers who I work with have had positive results modifying their loans; the process although at times frustrating and record intensive has helped many families remain in their homes with a more affordable monthly payment. Jennifer had not spent more than ten minutes on the phone with the bank customer service representative when the agent told Jennifer she would have to ask the remainder of her questions at another time.

2011 45

Upgrade Your Customer Support Rep to a Customer Support Professional


The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. They greet the customers, handle their money, and work directly with the customers – more than anyone else in the bank – yet it is typically one of the lower-paid positions. They’re your front line for your customers.

2018 164

Amazing Business Radio: Greg Hanover

Shep Hyken

The Uncommon Soft Skills That Make Up the Best Customer Service Representative. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility.

2021 78

What it takes to succeed as a customer service representative

Service Untitled

The best customer service representatives focus on people. For anyone considering a career in customer service, one must initially be able to handle stress, handle pressure, maintain friendly interactions with customers, and follow through on tasks. Most of us as consumers can probably remember some unfortunate experiences we have had with customer service agents who have lacked the ability to deal with stress and were easily excitable.

2011 45

Create a training plan that helps customer service representatives succeed

Service Untitled

Front-line customer service representatives impact our everyday lives. Whether we are returning sour milk to the local supermarket or our new car with only 6,000 miles has been in the repair shop more than it has been on the road, representatives who deal with the public are significantly important to each organization. Why then, are service people often treated as among the lowest paid in many organizations?

2011 41

Agents = Teachers


Dive into what makes a great representative–from skill sets to tools–to deliver an effortless, 5-star experience. The post Agents = Teachers appeared first on Glia Blog | Digital Customer Service Explained.

2022 58

Agents = Teachers


Dive into what makes a great representative–from skill sets to tools–to deliver an effortless, 5-star experience. The post Agents = Teachers appeared first on Glia Blog | Digital Customer Service Explained.

2022 52

“That’s Not My Department” and 10 Other Phrases Customers Hate


You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to wait.

2018 96

Lose the Customer’s Confidence and You Lose the Customer


Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? 41 minutes of our life gone due to long hold times and two customer service reps who were not properly trained or had not been empowered with the authority to get the job done. Shattered customer confidence. My wife and I were on the phone with our bank.

2017 89

Guest Blog: The Power of Training in Customer Service


This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. While customer service skills come to some naturally, there is still a tremendous amount to be learned before successfully working with any business’ customers.

2016 71

Guest Blog: You Serve Customers? Is your light on?


This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture. He asserts that customers long to interact with—even relate to—employees “who act like there is still a light on inside.”

2018 67

Why Must I Repeat Myself Again and Again?


Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? How about when you dial the company’s support number and the automated prompt asks you to put in your customer number. Then the customer support rep comes on and the first thing he or she asks you is, “What’s your customer number?”.

2016 76

Customer Service Employees are Among the Least Engaged: What’s One Way to Change That?

Tricia Morris

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. In addition, the survey also shows customer service as one of departments with the lowest job satisfaction ratings and highest percentage of hostile employees.

2015 71

2016 Customer Service Trends: The Rise of Service Talent

Tricia Morris

“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1.

2016 53