Customer Service Representatives
Skills & Knowledge
Most Important Skills for Customer Service Representatives
- Listening—Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Speaking—Talking to others to convey information effectively.
- Helping Others—Actively looking for ways to help people.
- Reading—Understanding written sentences and paragraphs in work related documents.
- Thinking Critically—Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Being Aware of Others—Being aware of others' reactions and understanding why they react as they do.
- Coordinating with Others—Adjusting actions in relation to others' actions.
- Monitoring Performance—Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Persuading Others—Persuading others to change their minds or behavior.
- Solving Complex Problems—Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Most Important Knowledge Areas for Customer Service Representatives
- Customer and Personal Service—Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Computers and Electronics—Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
- Clerical—Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
- English Language—Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Mathematics—Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
- Communications and Media—Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
- Economics and Accounting—Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
- Sales and Marketing—Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
- Administration and Management—Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
- Telecommunications—Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Different careers may be a good fit for your personality or interests. This career is:
- Enterprising—Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
- Conventional—Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Learn more about your interests. Take the MnCareers Interest Assessment.
Describe Your Skills
People who have worked in this career typically perform the following tasks. These statements can help a prospective employer understand what you can do, on a resume or during an interview.
- Collecting information from different sources.
- Using computers.
- Communicating with people outside your organization.
- Communicating with supervisors, co-workers, or people that work under you.
- Creating and maintaining interpersonal relationships.
- Making decisions or solving problems.
- Keeping up-to-date with new knowledge.
- Compiling, calculating, tabulating, or otherwise processing information.
The following careers use skills, knowledge, and abilities that are similar to those used for Customer Service Representatives.
- Health Care Social Workers
- Medical Records and Health Information Technicians
- Child, Family, and School Social Workers
- Preschool Education Administrators
- New Accounts Clerks
- Court, Municipal, and License Clerks
- Bill and Account Collectors
- Health Educators
- Receptionists and Information Clerks
- Educational, Vocational, and School Counselors
- Cargo and Freight Agents
- Substance Abuse and Behavioral Disorder Counselors
- Registered Nurses
- Social and Human Service Assistants
- Recreational Therapists
- Probation Officers and Correctional Treatment Specialists
- Credit Authorizers and Checkers
- Hotel, Motel, and Resort Desk Clerks
- Reservation and Transportation Ticket Agents
This page includes information from the O*NET 24.2 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET® is a trademark of USDOL/ETA.
Source: You can learn about our data sources in the About Us section.