Description
Interact with customers via phone, email, chat, or in person to provide accurate information about products and services, process routine requests, and resolve general issues and complaints. CSRs are not responsible for installation, repair, or technical support and are not primarily engaged in sales.
- • Maintain detailed records of customer contacts, issues, and resolutions.
- • Resolve service or billing complaints by processing exchanges, refunds, credits, or bill adjustments.
- • Verify that corrective actions and account updates are completed.
- • Respond to inquiries and notify customers of case status, investigation results, or planned adjustments.
- • Escalate unresolved or complex issues to appropriate teams or departments.
- • Calculate charges, collect payments or deposits, and arrange billing as needed.
- • Complete account forms, update profiles or addresses, and process cancellations or service changes using company systems.
- • Gather and review relevant information to validate complaints and identify root causes.
- • Place, modify, or cancel orders per customer requests and policies.
- • Recommend improvements to products, processes, or policies to prevent future issues.
- • Confer with customers to provide information about products or services and obtain details of concerns.
- • Follow company policies, privacy rules, and compliance requirements during all interactions.
- • Meet or exceed service level goals for quality, accuracy, and responsiveness.
- • When appropriate, inform customers of relevant add-ons, upgrades, or additional services.
Related specializations
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Related Pathways
Marketing & Sales
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Source
Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Sources & Standards:
This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
