Main Responsibilities and Required Skills for Customer Service Representative

customer service representative talking on phone

A Customer Service Representative (CSR) is a person who has the ability to to help with customer-related tasks such as answering the phones and helping customers solve their problems about the company's products or services. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Customer Service Representatives.

Get market insights and compare skills for other jobs here.

Main Responsibilities of Customer Service Representative

The following list describes the typical responsibilities of a Customer Service Representative:

Abide by

Abide by rules and procedures.
Abide by the Company Code of Conduct.

Achieve

Achieve goal number of incoming calls.

Address

Address any discrepancies; and updates / changes orders based on inventory.
Address or escalate consumer issues according to existing procedures.

Adhere to

Adhere to all local state and federal vehicular regulations while driving.
Adhere to and participate with all QA / QC policies of the organization.
Adhere to posted schedule.
Adhere to set service level targets or key performance indicators.

Advise

Advise the customer of any shortages as soon as the order has left the dock.

Analyze

Analyze facts and data from the customer to determine next steps in call resolution.

Answer

Answer and resolved Facebook and Instagram customer complaint messages mandatory.
Answer general inquiries regarding products and services.
Answer inbound calls from all accounts.
Answer Inbound calls only (no sales).
Answer inbound telephone calls and provide excellent customer support.
Answer incoming calls and process orders in the SAP system.
Answer incoming phone calls from customers.
Answer phones and assist customers with questions, returns, shipping and delivery questions.
Answer tax related calls on assigned schedule.

Anticipate

Anticipate and adjust for problems and roadblocks.

Arrange

Arrange for delivery and pickup of medical supplies and equipment.

Assembly

Assembly of required documents and review for accuracy.

Assist with

Assist and Develop insurance leads.
Assist callers by providing information.
Assist callers with navigating the member website.
Assist clients with inquiries regarding shipping, guidelines and warranty.
Assist customer inquiries.
Assist customers effectively with filing disputes.
Assist customers on the showroom floor with finished plumbing, lighting & appliance selections.
Assist customers with a variety of transactions through a seamless and friendly experience.
Assist customers with service and support issues through the phone.
Assist on the floor as required including cleaning.
Assist other departments as required.
Assist our customers in making a purchase.
Assist sales team with up-selling special, new and existing products.
Assist the providers, dentist, or nurse.
Assist with administrative duties related to Fleet Management.
Assist with assigned projects and perform related duties as required.
Assist with complaints, orders, errors, account questions, product returns and other queries.
Assist with "Customer Connect Initiative”.
Assist with customer service issues (late freight, tracking, etc.).
Assist with identifying problematic issues and concerns.
Assist with opening and closing procedures.
Assist with receiving and unloading products.
Assist with set up and testing on new or additional client's accounts prior to go live.
Assist with team initiatives as required.

Attend

Attend client hosted events as required.

Build

Build rapport and educate the customer to assist them with their insurance needs.
Build relationships with key customer accounts.
Build on current working relationships while developing new ones.
Build sustainable relationships and trust with customers through open and interactive communication.

Call

Call clients and customers to inform them about the company's new products, services and policies.

Carry out

Carry out all the required follow-ups and will manage emails.

Check

Check receipt and shipment information to ensure accuracy of the details for billing purposes.
Check stock, provide ETA dates, offer substitutions, review backorders, confirm delivery dates.

Collaborate with

Collaborates effectively to get things done, building and nurturing strong relationships.
Collaborates well cross-functionally with other departments.
Collaborate with product managers on price-book reviews.
Collaborate with team members to resolve issues impacting delivery.

Communicate with

Communicate clearly and professionally both in oral and written forms.
Communicate effectively over the telephone with sensitivity and tact.
Communicate effectively with other departments and teams.
Communicate pricing, specials and flyers.
Communicate via inbound and outbound telephone calls with customers.
Communicate with customers and navigate their insurance information.
Communicate with customers via phone, fax and email.
Communicate with internal team members to solve ad hoc requests.
Communicate with supervisors on any problems or concerns you have.
Communicate with various departments and logistics team to resolve outstanding issues.

Complete

Complete face-to-face or phone interviews.
Complete registering / filing / archiving of customer service-related documentation.
Complete required documentation such as tracking communication with customers.
Complete work with a limited degree of supervision.

Conduct

Conduct needs-based conversations and offers financial solutions to meet our Customers' needs.
Conduct self in a professional and ethical manner at all times.
Conduct virtual escorts daily as deemed timely by the contract specifications.

Confer

Confer with customers by telephone to provide information about medicare.

Confirm

Confirm all rates are correct.

Contact

Contact customers by phone and / or email occasionally.
Contact customers to respond to inquiries or to notify them of claim investigation results.
Contact customers when there will be a difference in price from their order to our invoicing.
Contact underwriting and submit forms to bind coverage.

Contribute to

Contribute to team effort by accomplishing related results as needed.

Coordinate

Coordinate delivery and pick up of customer orders.
Coordinate the return and / or replacement of goods as required.
Coordinate the launch of new websites and changes from web provider to another.
Coordinate the licensing & appointment process for new brokers.
Coordinate travel arrangements.
Coordinate with other departments to resolve issues as applicable.

Create

Create and analyze reports to support business execution.
Create and updates customer pricing records and produces quotation letters as required.
Create customer trials and set up customer accounts.
Create goals and metrics to measure customer satisfaction and employee performance.
Create sales orders and enter into the system.
Create, write content, and distribute customer newsletters.

Cross

Cross reference with competitors' products.

Cross-Sell

Cross-Sell products to provide multi-services for Customers and makes referrals to partners.

Cultivate

Cultivate and maintain relationships with partners to work as one team.

Customer

Customer assistance program information.

Defuse

Defuse customer situations and provide resolution in a timely and effective manner.
Defuse emotionally charged situations and strive to create a win / win outcome.

Deliver

Deliver outstanding customer service to all internal and external clients.

Design

Design and envision projects with clientele, making their needs become reality.

Determine

Determine best shipping method for order based on service and price.

Develop

Develop and maintain strong relationship with assigned client portfolio (all B2B).
Develop processes and procedures to monitor and resolve customer disputes.

Diagnose

Diagnose customer issues at a developing level.

Document

Document all inquiries, requests, resolutions, and follow-up tasks.
Document and get closure on all client complaints (CARS).
Document all communication with clients, family, and referents in CRM / EMR.
Document caller information in the Call Tracking system.
Document system of all incoming requests.
Document support request in our help desk, and triage to the appropriate departments.

Edit

Edit orders received for price and nomenclature.

Educate

Educate OHS customers on good animal care practices.

Engage

Engage and collaborate with other departments as applicable.

Ensure

Ensure a culture of strong compliance and risk-based management across Lyell.
Ensure all orders are dealt with in a timely manner with a turnaround of 24 hours.
Ensure appropriate follow up on minor issues.
Ensure credit applications are ready to be completed.
Ensure customer quotations are available, review selling and buying rates to maximize GP.
Ensure customer receives secure email portal information to be able to send secure emails securely.
Ensure outgoing truck weights are correct before sending them out of the yard.
Ensure positive experiences for all ALCHEMY FOOD & DRINK partners and clients.
Ensure specific customer requirements are adhered to.
Ensure that all problems are proactively addressed and inform the supervisor as they arise.
Ensure the store is fully stocked and help guests find what they need.
Ensure the validity of the regulations of promotional offers.
Ensure to have all required information for each client's dossier.

Enter

Enter Base Camp requests for Trade Shows / Events / Influencers.
Enter company data accurately and efficiently.
Enter data into the internal system.
Enter orders into Transportation Management System (TMW).
Enter, update and maintain customer database.

Escalate

Escalate calls to supervisor when necessary and appropriate.
Escalate more complex issues as appropriate.
Escalate queries to our technical and product teams.
Escalate issues, where necessary, as per guidelines.

Establish

Establish a strong and effective rapport with customers.
Establish solutions to customer challenges.

Evaluate

Evaluate current insurance policies and recommend additional coverage when needed.

Excel

Excel in explaining complex information in ways that are easy to understand.

Execute

Execute all sales related documents in an accurate and timely manner.

Explain

Explain complex technical issues to customers in a non-technical, simple to understand manner.

Fill out

Fill out digital forms for new customers and actively promote additional services and products.

Focus on

Focus on each client experience and connect on a personal level to make every interaction meaningful.

Follow

Follow communication "scripts” when handling different topics.
Follow policies and procedures.
Follow service procedures, policies, etiquettes and standards.
Follows our process to understand and acknowledge the customer's needs.

Follow up

Follow up on activities carried out with business partners and clients.
Follow up with clients on any sample and quote requests.
Follow up with our customers as needed to ensure the best possible service.
Follow up with potential customers.
Follow up with vendors on work orders to ensure timely completion.

Forward

Forward customer leads to appropriate sales personnel.

Fulfill

Fulfill customer expectations in a manner that complies with policies, practices and procedures.

Gather

Gather and enter customer information to fulfill customer needs.
Gather complete data and accurately take orders.
Gather information from customers to help identify and solve problems.
Gather information accurately on caller contacts.

Generate

Generate pick slips where required.
Generate quotations and manage the internal CRM database.

Give

Give exceptional customer service in a timely fashion in both English and French.

Greet

Greet customers and ascertain problem or reason for calling.
Greet customers warmly and ascertain problem or reason for calling.
Greet walk-in customers with Vehicle Emissions related questions.

Handle

Handle domain change requests.
Handle Large Call Volume over the phone.
Handle various incoming and outgoing collections-focused phone calls.

Help

Help clients to operate their daily transactions.
Help customers place orders, initiate refunds, cancellations and returns.
Help Plan, Prioritize and delegate work tasks to ensure proper functioning of the department.
Help shape the future of healthcare in a meaningful career with a balanced life.
Help to keep Gift Shop facilities clean (rotating scheduling between employees to clean).

Identify

Identify and employ appropriate escalation protocols.
Identify and suggest upgrades.
Identify process improvements.
Identify the risks inherent to Personal and Commercial Banking activities.

Include

Include heavy scheduling with continuous communication at office with the crews and estimators.

Increase

Increase website conversion by helping clients via online chat.

Inform

Inform customers about promotions.

Initiate

Initiate calls to customers soliciting orders.
Initiate purchase process ensuring requirements are met.

Innovate

Innovate – engage colleagues and find new ways to work and win.

Input

Input all new Sales Orders in database & email sales contracts to customers for order confirmation.
Input billing and inventory information in to the computer daily.

Interact with

Interact with clients by phone and email to assist them with their case.
Interact with customers regularly by phone, email or in person.

Keep current on

Keep current on all products offered by company.
Keep up to date with office procedures and compliance requirements.

Learn

Learn new programs and tasks as needed to meet utilization goals set by Supervisor.
Learn to operate a variety of softwares and gain medical experience.

Leverage

Leverage your continuous improvement mindset to help make improvements.

Liaise with

Liaise with other departments as necessary to fulfill customer requests in a timely manner.
Liaise with different levels of people within the organisation.
Liaise with Inventory Department regarding the Disposition board.
Liaise with sales team in order to understand customers' needs and expectations.

Listen

Listen effectively to all concerns and conflicts with an open mind and customer focus.

Log

Log customer complaints, issue credits, coordinate returned product as required.

Maintain

Maintain a high level of trust and maintain a good working relationship with all participants.
Maintain and exceed our quality expectations for customer services.
Maintain and update the client accounts.
Maintain a neat and clean work area and office.
Maintain a polite and courteous manner at all times.
Maintain a strong work ethic with a total commitment to success each and every day.
Maintain client database with updated contact information.
Maintain confidentiality for all members.
Maintain departmental records and files.
Maintain files for satellites.
Maintain good communication between store operations, the distribution center and customer service.
Maintain high performance in all KPIs for your programs.
Maintain HIPAA certification and compliance.
Maintain housekeeping of warehouse work station and surrounding area.
Maintain inside and outside appearance of equipment, gas trucks.
Maintain our client and patient database accurately and consistently.
Maintain personal commitment to objectives regardless of personal feelings.
Maintain professional composure in difficult or demanding situations.
Maintain required performance standards.
Maintain the cleanliness and professional appearance of the store.
Maintain the confidentiality of customer and Bank information.

Make

Make a positive contribution as a Customer Service Representative with our client.
Make outbound collections calls to delinquent accounts.
Make outbound telephone calls.

Manage

Manage cleaning inventory at storage centers.
Manage incoming customer calls, online chats and emails in a positive, friendly and informative way.
Manage routine account services including billing, cancellations, etc..
Manage daily processing of online orders.
Manage the process between the order approval and the start of production / delivery.

Monitor

Monitor, guide and direct internal project resources to meet milestones and deliverables.
Monitor, Keyboard, Mouse, Router, Ethernet Cable, Connections, etc.).
Monitor member check-ins to identity delinquent accounts.
Monitor store appearance and product availability for a clean, organized shopping experience.

Motivate

Motivate and encourage the members to meet their fitness goals.

Navigate

Navigate and multi-task a computerized data entry system or other relevant applications.
Navigate tools and resources to properly address member inquiries.

Notate

Notate every interaction with customer in CRM (or like tool) and memos with each order.

Obtain

Obtain and evaluate all relevant information to handle inquiries and issues.

Open

Open and monitor customer accounts as required.

Outbound

Outbound calls to validate loads are ready.

Overcome

Overcome objections of prospective customers.

Own

Own the outcomes of their work.

Participate

Participate in monthly Self / Peer Call Coaching Evaluations.

Partner

Partner with other teams as needed to resolve concerns.

Perform

Perform additional duties as assigned by Management.
Perform assigned administrative functions for team customer base.
Perform basic administrative, clerical, operational, customer support, and computational tasks.
Perform data entry and update of client information.
Perform initial problem solving within given rules / limits & escalates when required.
Perform Level 1 and Level 2 inspections on vehicles and trailers.
Perform Order Entry Processing and provide Order Status updates as required.
Perform other duties as assigned by supervisor.
Perform other duties as assigned by your Supervisor.
Perform other duties as needed and assigned by the supervisor.
Perform other job-related duties as assigned.
Perform other related duties as assigned.
Perform other tasks as assigned by leadership.
Perform Quality Assurance on deliverables.
Perform rental worthy inspection of U-Haul.
Perform scripted and unscripted outbound calls to existing customers.
Perform special studies and carry out special assignments, as required by his / her supervisor.
Perform the complete range of agency customer service functions within the work section.
Perform the necessary research in order to answer the various questions from clients.
Perform troubleshooting for billing error codes.
Perform with a take ownership attitude.

Plan

Plan, allocate, pick, manifest, and close daily waves of orders.

Post

Post all conversations with insurance companies and customers into the management system.

Preform

Preform other functions of the customer service department.

Prepare

Prepare documents using word processing, spreadsheet, or database software.
Prepare drinks and shakes.
Prepare, file and process credit documentation and financial transactions.
Prepare food and hot beverage products.
Prepare formal quotes for presentation to our customers.
Prepare loan documentation.
Prepare price quotes to respond to external and internal requests.
Prepare professional proposals and summaries of insurance.
Prepare daily, weekly, and monthly reports for customer activities.
Prepare to Gold buying package for a shipment to head Office.

Print

Print delivery notes for the Warehouse Team once pick release process is complete.
Print Operators are provided their own on-site keyboards to minimize shared equipment.

Process

Process Affidavit for Non-Liability forms received from registered owners.
Process all customer orders in the assigned area or for the assigned product line (s).
Process assigned administrative tasks within tight deadlines.
Process documentation requests and perform various administrative duties.
Process E-commerce platform orders and ensure online orders are picked up timely and accurately.
Process fundamental knowledge and skills regarding all dimensions of company services provided.
Process maturity and renewal notices for certificates of deposit.
Process purchase orders received.
Process resident screening interactions such as email and re-evaluations.
Process special materials orders in accordance with standard procedures.
Process with Local Police.

Produce

Produce clear and effective written materials.

Promote

Promote exciting new sales campaigns through product and promotion knowledge and enthusiasm.
Promote the organization goods for sale.
Promote and sell the Company's services and products to aircraft passengers and crew.
Promote good relationships with external and internal customers.

Provide

Provide accurate, and complete information in a prompt and professional manner.
Provide accurate, consistent, knowledgeable responses to stakeholder questions and requests.
Provide a high level of consumer care.
Provide an amazing shopping experience that will encourage positive customer connections and loyalty.
Provide answers and solutions utilizing Company Tools.
Provide appropriate customer service and an effortless experience to the caller.
Provide back-up support to Office Manager and Sales Manager.
Provide courteous service to members, striving to increase member satisfaction.
Provide customer service activities such as responding to emails and phone calls.
Provide customer service and sales support to all internal and external customers.
Provide excellent customer service to both internal and external customers.
Provide excellent customer service to our clients assisting them in accessing our services.
Provide exceptional customer care.
Provide exceptional customer service, with a passion for exceeding customer expectations.
Provide expertise, daily support, mentoring, coaching, and guidance to other advocates.
Provide external and internal customers with requested information.
Provide feedback to management and production regarding customer needs and concerns.
Provide high level service with accurate information.
Provide immediate assistance to travelers prior to, during or post travel by phone.
Provide immediate support to clients.
Provide information to customers and general inquires.
Provide Informative Research customers with excellent service.
Provide pricing and delivery information.
Provide proactive, value added service by identifying and reporting system / technology issues.
Provide product troubleshooting and recommendations in audio, tools, small appliances, etc.
Provide professional and courteous service to all customers.
Provide prompt, accurate, and friendly service to current and potential clients.
Provide prompt, courteous customer service and resolves customer issues on shift.
Provide prompt, professional and compassionate communication with prospective and current clients.
Provide quotations, pricing and sales order confirmations with customers and company.
Provide recommendations on all FedEx services and determines best OPCOs to support customer needs.
Provide response to inbound claims inquiries from patients, physicians and other entities.
Provide shipping and if need be, tracing information to customers as required.
Provide solutions to customer issues and concerns in a professional and courteous manner.
Provide the information required for the company products to operate properly.
Provide timely, accurate, polite answers to their queries and concerns.
Provide timely feedback to the company regarding service issues, bug issues or customer concerns.

Receive

Receive and place telephone calls.
Receive and process incoming and outgoing mail.
Receive calls and emails from clients and assist them with various inquiries.
Receive credit requests from customers and Obtain appropriate approvals for credit amounts.
Receive high volume on inbound calls for new and existing clients.
Receive orders from customers and input into ERP system.
Receive orders from customers and sales team.

Reconcile

Reconcile each R.O. prior to closing.

Record

Record details of inquiries, comments and complaints and keep records of actions taken.

Register

Report

Report customer feedback to management including any sign of customer dissatisfaction.

Represent

Represent the organization in a positive and professional manner at all times.
Represent the organization daily through customer contact and relationship-building.
Represent Tier 1 in cross-team meetings, and communicate information and training back to the team.
Represent the organization with best in-class customer service.

Research

Research and resolve all transactional problems to ensure reporting is reconciled in a timely manner.
Research, prioritize and resolve customer issues in timely and accurate fashion.

Resolve

Resolve customer issues and answer questions by phone, e-mail, and LiveChat.

Respond to

Respond to agency partners and policyholders through chats, emails, and telephone calls.
Respond to all customer inquiries.
Respond to both telephone and email inquires regarding sales, customer service and technical support.
Respond to customer inquiries promptly and accurately with a high level of professionalism.
Respond to customer requests with a Customer-First approach.
Respond to customer reviews on online channels - Google and Facebook.
Respond to dealer inquiries regarding AFC s products and services.
Respond to email inquiries in a timely and fashionable manner.

Review,

Review, verify, and input client demographics into agency database.

Secure

Secure all Trailing Documents from customers.

Sell

Sell and service products that all people need.
Sell products and services.

Send

Send completed bills of lading to customers within 24 hours of receipt or shipment.
Send invoices, credits, MSDS's, and other related documentation upon request.

Set up

Set up and maintain customer files.

Share responsibilities of answering the phone.

Solicit

Solicit sale of new or additional services.

Stay abreast of

Stay abreast of new processes and initiatives within the company.

Strive

Strive to meet or exceed productivity goals.

Supply

Supply the database with information related to customers (via SAP).

Support

Support in-season sales initiatives (tent sales, on mountain demo, etc).

Take

Take customer phone and email inquiries.
Take order placements and process accordingly.
Take product and service orders.
Take that first one by applying to be a Bi-Lingual Customer Service Representative.
Take that first one by applying to be a Dental Customer Service Representative.
Take the initiative to develop his or her skills.
Take work orders which may include, break-ins, plumbing issues, and any type of tenant requests.

Trace

Trace customer shipments as needed.
Trace and expedites late orders to ensure customer satisfaction.

Track

Track and trace orders and missing pieces with DC and / or the courier company.
Track customer location and asset movements for inactive sites.
Track customer's inventory at offsite locations.
Track equipment maintenance and repair logs.
Track incoming product credits / returns to be processed.
Track and monitor orders from receipt to delivery at customer.
Track, update and adhere to schedules.

Train

Train less experienced team members.

Transfer

Transfer callers to the member queue if caller has detailed questions or wishes to file a complaint.
Transfer fees to a different date.
Transfer requests and requirements.

Translate

Translate and respond to emails, and review contracts and other documents.

Travel

Travel to show site nationwide as scheduled.

Treat

Treat and handle calls with respect and dignity.

Understand

Understand all programs, systems, and procedures necessary to perform job effectively.
Understand the customer' s needs and overcome objections.

Update

Update account specifics on Franchisee Contact List.
Update all hardcopy and electronic records for any amended orders.
Update and maintain the store scheduler with Office Manager.
Update and verify information on credit reports.
Update client accounts, receive payments and conduct move out inspections.
Update company schedule with meetings and company related activities.
Update existing customer information.

Use

Use electronic scanners, cash registers or related equipment.
Use excellent customer service continuously.
Use phone and email to resolve customer complaints.
Use photocopiers, fax machines, typewriters and personal computers.
Use computerized tracking system for information gathering, and reporting.

Utilize

Utilize accounting software to provide quotes for every qualified customer inquiry.
Utilize and manage all appropriate ERP business systems for assigned product bands.
Utilize company records and systems to maintain pricing contract matrices.
Utilize computer databases and information technology systems.
Utilize the company web database to assist customers with products.

Verify

Verify order details to match for invoicing customer orders.
Verify orders are complete and accurate.
Verify pricing and availability of product.

Welcome

Welcome clients by greeting them, in person and on the telephone.
Welcome guests to the spa in a friendly and informative manner.

Work with

Work closely with other team members in various office tasks.
Work closely with ownership to create a dynamic, friendly environment for staff and customers.
Work collaboratively as a positive contributing team member, as well as independently.
Work collaboratively with Account Managers to provide effective and efficient communication.
Work in a fast-paced high volume office setting dealing with the public.
Work productively and efficiently unsupervised.
Work well as part of a team and independently.
Work with Account Executives.
Work with customers on a daily basis through phone and email interaction.
Work with Inside Sales Manager to ensure proper customer service is being delivered.
Work with internal departments to meet our customers' needs.
Work with other departments to assist in the resolution of issues / requests.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Customer Service Representative:

Customer Service
Valid Driver's License
Physical Exertion
Maintain a Good Driving Record
Long Periods of Standing
Reaching
Lifting
Stooping
Crouching
Stretching
Positive Customer Interactions
Business Environment
Retail Sales
Arithmetic Operations
MS Excel
MS Word
Microsoft Office
Sales
Retail Banking Sales & Service
Specialized Sales
Business Banking Solutions
Use Of Social Media
Call Center
Data Entry
Outlook

Most In-demand Soft Skills

The following list describes the most required soft skills of a Customer Service Representative:

Written and oral communication skills
Attention to detail
Team player
Commitment
Bilingualism
Interpersonal skills
Organizational capacity
Problem-solving attitude
Communicate ( orally and in writing
Work in the conditions described below
Listening
Multi-task
Work as scheduled and arrive to work on time
Self-starter
Collaborative
Solving problems
Helping people
Courage
Collaborate and work in different capacities as part of a team
Build rapport and connections with customers