What does a customer service representative do? Duties, pay, education and outlook
A customer service representative answers questions and handles complaints, orders, billing, returns and account changes, usually by phone but also by email, chat, text and social media. A high school diploma is typical. BLS reports a median of $44,770 per year (May 2025).
At a glance
| Item | Detail |
|---|---|
| SOC code | 43-4051 (O*NET-SOC 43-4051.00) |
| Typical entry-level education | High school diploma or equivalent |
| Licensing | Usually none; finance and insurance roles may need a state license |
| Median annual wage | $44,770 per year (May 2025) |
| Projected growth | Decline of 5 percent, 2025 to 2035 |
| Number of jobs | 2,666,000 (2025) |
Source: BLS Occupational Outlook Handbook, accessed 31 October 2026.
What the job is and what customer service representatives do
Representatives are the point of contact between a company and its customers. They resolve issues, explain products and policies, process orders and changes, and record each interaction. When a problem is beyond their authority they refer customers to a supervisor. Duties differ by industry: a retail representative handles returns and orders, while an insurance representative answers questions about policies and claims.
Work environment
Customer service representatives work in nearly every industry. In 2025 the largest employers were retail trade (15 percent of jobs), insurance carriers (12 percent), business support services (8 percent), professional, scientific and technical services (7 percent), and healthcare and social assistance (6 percent). Most work full time.
Call-center settings can be noisy and the work can be stressful when customers are upset. Some employers offer remote work. Schedules can include evenings, weekends and holidays, and 24-hour operations use early-morning and overnight shifts.
Education, training and licensing
- Education. A high school diploma or equivalent is typical. Some representatives have a bachelor's degree, often in business, communications or a social science.
- Training. Usually 2 to 4 weeks of on-the-job training. Roles in finance and insurance can require several months.
- Licensing. Representatives who provide financial or insurance information may need a state license, which usually requires passing an exam.
Skills that matter
BLS highlights communication, customer-service, interpersonal and listening skills, patience and problem solving. On a resume, replace adjectives with proof: the channels you handled (phone, chat, email), the software you used, resolution or satisfaction measures you were given, and any languages you speak. If you are starting out, a no-experience resume can draw on retail, volunteering and school projects.
Pay
BLS reports a median of $44,770 per year, or $21.53 per hour (May 2025). The lowest 10 percent earned less than $15.27 per hour and the highest 10 percent earned more than $30.57 per hour (May 2025). Use the OOH pay tab and OEWS data for your area, and follow how to research salary and salary negotiation.
Job outlook
BLS projects employment to decline 5 percent from 2025 to 2035, a loss of about 141,800 jobs. Even so, about 289,500 openings are projected each year, on average, all from workers who transfer to other occupations or leave the labor force. Because openings come from turnover, strong candidates with clear skills are still hired steadily. Developing skills in specialized areas such as finance, insurance or technical support can widen your options.
How to get hired
- Pick the industry and channel you want: phone, chat, email or in person.
- Put measurable proof on your resume and keep it readable by applicant tracking systems, as explained in ATS resume.
- Prepare for scenario questions with customer service interview questions.
- Ask about the schedule, shifts, training length and whether remote work is offered before accepting.
- Search jobs on LiveRec and apply to customer service openings that match your shift and skills.
Related occupations
Computer support specialists, financial clerks, information clerks, insurance sales agents, receptionists, retail sales workers, tellers, general office clerks.
Frequently asked questions
What education do customer service representatives need? A high school diploma or equivalent is typical, with 2 to 4 weeks of on-the-job training.
How much do customer service representatives make? BLS reports a median of $44,770 per year (May 2025).
Can customer service reps work from home? BLS notes that some jobs allow remote work.
Is it a good career if employment is declining? BLS projects a 5 percent decline from 2025 to 2035 but still expects about 289,500 openings a year from turnover.
Sources
- BLS, Occupational Outlook Handbook, Customer Service Representatives: https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm (accessed 31 October 2026)
- BLS, Occupational Employment and Wage Statistics: https://www.bls.gov/oes/ (accessed 31 October 2026)
- O*NET OnLine, 43-4051.00: https://www.onetonline.org/link/summary/43-4051.00 (accessed 31 October 2026)
This is general information, not legal, tax or immigration advice. Rules change and your situation may differ. Consult a licensed attorney or qualified adviser.