How to Get a Job as a Customer Service Representative
According to Don Yager, senior director of Afni, Inc. (which specializes in helping organizations improve their customer care) and member of the International Customer Service Organization board of directors, being in customer service is about building relationships. "You have to want to help people and become the advocate for that customer," he says. "You need to ask: How do I repair the relationship, and how do I provide the best experience possible?" Although customer service positions vary depending on the company, Yager says companies hire applicants based on strong communication and listening skills, the ability to solve problems quickly and efficiently, and a strong understanding of the work environment. "The toughest thing for a company is finding the right fit," he says. "You need to know what type of customer service you're interested in and what type of industry you're getting into."
Interview Questions Submitted by Real Customer Service Representatives
"Tell me about a time when you had a difficult customer and how you handled it?" - Progressive Corporation Customer Service Representative Candidate (Phoenix, AZ)
"How do you define 'Great Customer Service'.?" - Comerica Customer Service Representative Candidate (Southfield, MI)
"What is one sentence that describes you?" - Comcast Customer Service Representative (Philadelphia, PA)
What is the Job Like?
A customer service representative's work environment varies depending on the company. Many in this profession work out of call centers (which can feel crowded and noisy) and spend much of the work day on the phone or in front of a computer screen, which can sometimes feel repetitious and stressful. Long periods of sitting and typing can also lead to eye strain, headaches, and backaches. Some customer service representatives may be required to work early-morning or night shifts, which can cause fatigue. However, customer service jobs can lead to advancement within the company, as representatives are quickly familiarized with the product or service provided. Customer service representatives are often able to become supervisors or managers thanks to their people skills, and a representative's extensive knowledge of the product can often lead to opportunities in the product development field.
Real Reviews From Customer Service Representatives
+ "Great job with incredible colleagues. Weekly team meetings that were very informative and not a waste of time at all. Loved the push for excellence"- Best Buy Customer Service Representative (Grand Rapids, MI)
+ "Immediate benefits. Great entry-level pay. Do not have to deal with the horrible DC commute. Great opportunities - tuition reimbursement, 401k, health & dental, all extremely important especially in this economy." - Geico Customer Service Representative (Fredericksburg, VA)
- "Very 'clicky' Promotions are based on who you know, not what you actually provide for company. Insanely high goals." - TD Bank Customer Service Representative (Brookhaven, PA)
- "It can be a stressful environment if the calls are difficult. The stats of calls are recorded and not always under your control which can be alarming." - Netflix Customer Service Representative (Location Unknown)
Review information and interview questions supplied by Glassdoor.