People often have misconceptions regarding what a customer service representative (CSR) is and what these professionals do. In many cases, these misconceptions are a result of the wide variety of industries that employ customer service representatives and the many different duties that a CSR can have.

What is a CSR?

A CSR or customer service representative can be employed by a wide range of companies to serve as the company’s connection to its customers. When contacting a company to inquire about their products or services, the person on the other end of the phone will likely be a CSR.

What are the Job Duties of a CSR?

The job duties of a CSR will depend greatly upon the industry that they are working in. However, there are a few duties that are common to virtually all customer service rep positions. These duties include the following:

  • Handle customer complaints
  • Answer customer questions
  • Process orders
  • Process returns


What Industries Employ Customer Service Representatives?

Customer service representatives are employed in virtually every industry. However, the role that these professionals play may vary slightly from one industry to the next. For instance, a CSR employed in the retail industry will likely work face to face with the customers by helping them locate items, process returns, and make purchases at the cash register. A CSR that is employed in the utilities industry on the other hand will likely work in a call center fielding calls from customers with questions or complaints regarding their service.

In Conclusion

Developing a clear understanding of what a CSR is and what they do is just one step in determining whether or not this is the right profession for you. Before making this important decision, it is critical that you take the time to carefully review both the pros and cons that come along with this career choice.