What does a Service Representative do?
Service representatives take customer questions, complaints, comments, and concerns. Using a computer, telephone, or another digital communication form to respond to a customer’s inquiries, they treat customers with respect and strive to assist the customers within company policies to ensure they are satisfied with their purchase or transaction.
Service representatives give customers information about products and services, take orders, and they process returns. They help customers understand a product by answering questions and are sometimes considered members of sales teams. They maintain a positive, empathetic, and professional attitude toward customers at all times and respond promptly to their inquiries. They acknowledge and resolve customer complaints to the best of their ability and understand the products so that they can answer customer questions or comments. They also keep records of customer interactions and transactions. Service representatives need a minimum high school diploma, a general education degree, or equivalent.
- Work with vendors, and support and review their work.
- May service incoming calls in multiple queues throughout daily shift.
- Inspect store facility and equipment for safety, cleanliness and proper working order.
- Assist in maintaining proper inventory levels and shift audits.
- Ability to grasp, reach and manipulate objects with hands up to all day.
- Handle telephone inquiries regarding appointments and work in process.
- Adhere to regulatory, audit and operating policies and procedures.
- Achieve individual and team goals as related to the campaign.
- Perform check in and out duties accurately and in a timely manner.
- Open and close batches properly, accurately reconcile collections, prepare deposits and document corrections.
- Promote positive guest relations through prompt, courteous and efficient service.
- Receive incoming calls from clients, dealers and customers and respond as necessary.
- Direct customer calls to the correct person at all locations.
- Participate in and maintain a quality service culture within the customer service team.
- Bachelor's or Associate's Degree in business or business administration or equivalent experience.
- A problem solver who pays strict attention to detail.
- Critical thinking skills that assist with multitasking and collaboration.
- A strong work ethic and solid time management skills.
- Use professionalism and a positive attitude in all interactions.
- Fluent in processes such as the onboarding, implementing strategy, and solving of issues that arise.
- Dedicated to the implementation of best practices in all interactions.
- Able to use computing systems to document and close incidents if necessary.
- Lead by setting a positive example to all associates.
Service Representative Salaries
Average Base Pay
Service Representative Career Path
Learn how to become a Service Representative, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Service Representative Insights
B2B Sales Arrow“I highly recommend B2B Sales Arrow as an excellent workplace for those seeking a challenging and rewarding career path.”
Comcast“I was sexually harassed and when I reported it the person got nothing but a slap on the wrists.”
C.H. Robinson“I took a pay cut to work for this company and the workload was astronomical.”
Teleperformance“Work life is good in Teleperformance and you can balance your work and family life.”
Helen of Troy“I’ve been in Customer service my entire career and this is the best place to work.”
UW Medicine“Each clinic is different and depends on your manager and supervisor if it’s run well.”
New York Life“It ended up not being the right career move for me but I met great people and learned a lot.”
Red Label Enterprises“The team is truly great and I have learned so much in my little time here.”
Frequently asked questions about the role and responsibilities of a Service Representative
When working as a Service Representative, the most common skills you will need to perform your job and for career success are Excellent Customer Service, Computer Literate, Microsoft Office Suite, Outstanding Communication and Typing.
- Front Desk Agent
- Front Desk Manager
- Receptionist
- Sales Representative
The most common qualifications to become a Service Representative is a minimum of a Bachelor's Degree and an average of 0 - 1 of experience not including years spent in education and/or training.