What does a Service Representative do?
Published 3 min read
A service representative is a customer service representative who provides assistance to customers with questions or problems. They are responsible for handling customer inquiries, complaints, and requests. Service representatives may also provide information about products and services, take orders, process returns, and resolve billing issues.
Service Representative job duties include:
- Answering customer questions about products or services
- Investigating and resolving customer complaints
- Processing customer orders and payments
- Providing information about product warranties and returns
- Upselling customers to higher-end products or services
- Scheduling appointments for customers
- Handling customer inquiries and directing them to the appropriate party
- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintaining customer records
- Documenting and updating customer information in databases
Service Representative Job Requirements
A Service Representative is responsible for providing customer service and support to customers through various channels such as phone, email, and chat. They are expected to have excellent communication skills, be patient and efficient in resolving customer issues, and be knowledgeable about the company's products and services. A high school diploma or equivalent is typically required for this position, along with previous customer service experience. Some companies may also require certification in customer service or a related field.
Service Representative Skills
- Communication
- Customer service
- Interpersonal skills
- Active listening
- Problem-solving
- Patience
- Empathy
- Organizational skills
- Time management
- Computer literacy
- Multitasking
Related: Top Service Representative Skills: Definition and Examples
How to become a Service Representative
A Service Representative is a customer service professional who provides support to customers through various channels such as phone, email, or chat. They are responsible for handling customer inquiries, complaints, and requests. To become a Service Representative, one must have excellent communication and customer service skills. They must be able to resolve customer issues in a timely and efficient manner. In addition, they must be able to work well under pressure and handle difficult customer situations.
Related: Service Representative Resume Example
Related: Service Representative Interview Questions (With Example Answers)