Customer Service Representative (CSR)

Overview:

• Interacts with customers; gives information in response to inquires about accounts, products, and services.

Typical Functions:

• Takes care of and settles customer complaints, special orders, or returns in-store or via phone or mail.
• Answers customers' questions regarding product or service and operation or maintenance.
• Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
• Nature of products and services is at a level of complexity that usually involves up to two years of directly related study, training, and/or experience to acquire job know-how.
• Talks with customers by phone or in person to ensure the best service possible.
• Interviews customers to obtain information and explain available services.
• Investigates and corrects errors, following customer and company records.
• Adjusts complaints concerning billing or services rendered.
• Refers complaints of product or service failure to appropriate departments for investigation.
• Coordinates customers' service needs with other departments as required to ensure customer service. May solicit sale of new or additional services or products.
• May obtain credit records from credit reporting agency.
• May visit customers' premises to obtain order or resolve customer problems.