Customer Inquiries

• A primary obligation of CSRs is speaking with customers who have inquiries about a company's product or service. Inquiries may pertain to properly using a product, confusion about certain functions or features of the product or problems with malfunctioning components of the product. Thus, CSRs must be thoroughly familiar with the the company's product and services in order to most effectively assist customers. For customers with complicated inquiries that go beyond what the CSR can answer, then the CSR must escalate those queries to more senior staffers, for example, a supervisor.
  
  

Customer Complaints

• CSRs must have patience and strong communication skills to handle customer complaints. Most organizations have strict policies and procedures in place for managing customer complaints, and CSRs must abide by them at all times. CSRs do everything in their power to resolve complaints as amicably as possible -- without incident. To that end, some companies give CSRs the authority to right certain wrongs without needing a supervisor's approval or sign-off.
  
  

Job Requirements

• To manage and help solve customer problems, CSRs must know as much as possible about its company's products and services. In addition to the requisite communication skills, most helpful is for CSRs to possess an ability to communicate with people of different languages or backgrounds. Furthermore, CSRs must have advanced computer and telephone skills. Most companies require representatives to have completed high school; having a bachelor's degree is ideal. Companies have training programs for CSRs. According to the Bureau of Labor Statistics, the average hourly wage of CSRs in May 2008 was $14.36.
  
  

Job Settings

• Some representatives work in call centers. In call centers, each representative is usually provided with a cubicle, which is equipped with computers, telephones and headsets. Many call centers are open for extended hours -- even 24/7 -- so representatives work at all hours. Some companies enable CSRs to work at a store location so they can have face-to-face conversations with customers. Other CSRs communicate via email or through chat sessions on a company's website, which gives them time to develop careful and thoughtful responses.