The Customer Service Representative (CSR) is the individual who assists customers over the phone or by email, but some also interact with customers face to face, by text, via live chat, and through social media. Customer service representatives are responsible for customer care, inquiries, grievances, billing and payments, as well as providing customer service.
CSRs respond and help customer questions, inquiries, complaints, and concerns. They gather information about customers’ account histories to determine why customers may be calling or emailing their service provider.
Customer support specialist qualifications include good communication, problem-resolving, and computer skills.