Duties and responsibilities of the customer care representative

The role of a customer service representative is to provide exceptional customer service to a company's clients. They often serve customers over the phone, but can also interact with customers in person or via email. They can help place orders for customers, update customer accounts, or answer any questions or concerns customers may have.

Customer service representatives are often part of a team of many representatives who report to a customer service manager. The Bureau of Labor Statistics predicts that customer service representatives will see a 10% job growth rate through 2024, which will translate to 252,900 new jobs during this period.

Duties and responsibilities of the customer care representative

A customer service representative has many duties and responsibilities. Although specific positions determine the duties of a customer service representative, there are several primary responsibilities common to this occupation. A review of the job listings identified the following key duties and responsibilities

Provide customer support

The main job of customer service representatives is to provide customer support. How they provide support varies depending on the organization they work for, but can include answering incoming calls, answering questions about products or customer accounts, placing orders, and resolving complaints or issues that customers may have. The customer service representative spends the majority of the workday actively assisting customers in one way or another.

Interactions with documents

Documenting customer calls and interactions is another typical responsibility of the customer service representative. Some may fill out specific forms after working with a client, while others will write a short summary of what was discussed or accomplished during the phone call. Those who help with sales orders may also have to print or e-file a copy of the order form they have completed. These documents are often reviewed by management to ensure that customer service representatives adhere to company practices and protocols.

Generate sales opportunities

Customer service representatives can also be responsible for generating leads. This can be accomplished by cold calling, sending out advertisements and marketing materials, or encouraging existing customers to recommend the business to their friends. For some customer service representatives, sales opportunities may be an informal business, while others may be required to meet a quota.

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