A customer service representative handles inquiries, processes orders, and solves problems for customers across phone, email, chat, and in person. You need strong communication skills and the ability to stay calm under pressure. Most positions require a high school diploma and on-the-job training.
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Customer service representatives are the main point of contact between a company and its customers. You answer questions, process transactions, troubleshoot issues, and gather feedback. The work involves listening carefully to what customers need, using computer systems to look up information and enter data, and communicating clearly both verbally and in writing. You may handle multiple channels like phone calls, emails, and live chat. Your role includes working with supervisors to resolve complex problems and collaborating with other departments to ensure customer satisfaction.
Core work activities
Career video courtesy of CareerOneStop.
Customer Service Representatives earn a median of $44,770 a year, based on 2025 data from the U.S. Bureau of Labor Statistics. Pay rises with experience, specialty, and location.
The outlook is softer here. Employment is projected to fall 6 percent from 2024 to 2034, though there are still about 341,700 openings a year from turnover.
Top skills
Knowledge areas
Most customer service positions require a high school diploma or equivalent. Many employers provide on-the-job training to teach you their specific systems and processes. You'll benefit from developing strong active listening and speaking skills before you apply. Some roles may ask for prior customer-facing experience, but entry-level positions often hire people new to the field. Consider taking courses in customer service, communication, or basic computer skills to strengthen your application and readiness.
Entry-level customer service roles often lead directly into supervisory, sales, or specialized support positions. If you're exploring how to move from customer service into your next role, Pathly can map the customer service representative path that fits you with your counselor to map out a path that fits your goals and timeline.
You do not need a license to work as a customer service representative, but professional certifications can strengthen your resume.
Common certifications
You thrive in structured environments where clear processes matter. You prefer working with facts and details, communicating directly, and following established procedures to solve problems.
Reading about a career is the easy part. Turning it into a plan is where most students get stuck. Pathly takes you from curious to a clear next step, and gives your counselor the insight to champion you along the way.
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Last updated July 1, 2026.
Data sources. Career details from the O*NET 30.3 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under CC BY 4.0. O*NET® is a trademark of USDOL/ETA. Salary and outlook figures from the U.S. Bureau of Labor Statistics (May 2025 wages; 2024–2034 projections), delivered via the CareerOneStop API. Certification, licensing, wage, and outlook data from CareerOneStop, sponsored by USDOL/ETA and the Minnesota Department of Employment and Economic Development (DEED).