Jobs / Customer support / 43-4051.00
Customer Service Representatives
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
- US jobs
- 2,595,750
- Median wage
- $44,770 a year
- Job family
- Customer support
Can agents do the work of customer service representatives?
We read the evidence for the whole job family, Customer support: Some tasks (no change in 12 months)
Agents complete 20% or more of the tasks (or projects) on a direct benchmark.
Evidence: τ²-bench, 97.8% of tasks completed.
57% of this occupation's work, by O*NET work activities, is measured by a direct benchmark.
- 19%Respond to customer problems or inquiriesMeasured
- 12%Explain technical details of products or servicesMeasured
- 10%Maintain sales or financial recordsMeasured
- 10%Provide information to guests, clients, or customersMeasured
- 10%Assist others to access additional services or resourcesNot measured
- 8%Prepare documentation for contracts, applications, or permitsNot measured
- 6%Execute financial transactionsMeasured
- 5%Advise others on business or operational mattersNot measured
Benchmarks for this occupation
These benchmarks name this occupation in their job mapping.
Direct evidence
Work benchmarks mapped primary to this family. They set the step when they report how many tasks agents complete.
Also relevant
These benchmarks cover part of this family's work, or have no result yet. They do not set its step.
Benchmarks for the job family
These cover work in customer support, not always this occupation's tasks.
Also relevant
These benchmarks cover part of this family's work, or have no result yet. They do not set its step.
- 45.9%Claude Opus 4.6 · 16 Mar 2026Emerging
Context only
These benchmarks span many occupations, or they test how agents behave. They give context but do not set the step.
Typical tasks
From O*NET 31.0. Core tasks first. Few of these tasks have a benchmark today.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Refer unresolved customer grievances to designated departments for further investigation.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Solicit sales of new or additional services or products.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Other job titles for this occupation (62)
Account Representative · Call Center Representative · Client Services Representative · Customer Care Representative (CCR) · Customer Service Agent · Customer Service Representative (CSR) · Customer Service Specialist · Customer Support Representative (Customer Support Rep) · Guest Service Agent · Member Services Representative (Member Services Rep) · Account Adjuster · Adjustment Clerk · Automotive Service Advisor · Automotive Service Writer · Bill Adjuster · Claims Customer Service Representative (Claims CSR) · Clerical Adjudicator · Client Relations Specialist · Client Service Representative (Client Service Rep) · Client Support Professional · Compensation Adjuster · Complaints Adjuster · Complaints Clerk · Contact Center Specialist · Customer Advocate · Customer Care Service Representative · Customer Care Specialist · Customer Complaints Clerk · Customer Contact Specialist · Customer Relations Representative · Customer Service Assistant · Customer Service Associate · Customer Service Cashier · Customer Service Clerk · Customer Service Consultant · Customer Service Coordinator · Customer Service Officer · Customer Service Professional · Customer Support Specialist · Field Service Representative · Hub Associate · Inbound Customer Service Representative (Inbound CSR) · Lost and Found Clerk · Membership Coordinator · Merchandise Complaint Adjuster · Passenger Relations Representative · Phone Representative · Policyholder Information Clerk · Product Support Specialist · Return-to-Factory Clerk · Returns Clerk · Service Advisor · Service Advocate Contact · Service Representative · Service Writer · Telephone Service Advisor · Trouble Clerk · Utilities Customer Service Representative (Utilities CSR) · Utility Bill Complaints Investigator · Verifying Specialist · Warranty Administrator · Warranty Clerk