Inbound Customer Service Representative

Job Description

Do you enjoy building relationships with people and helping them with answers to their questions, inquiries and needs? If so, a position as an Inbound Customer Service Representative may be right for you.

Inbound Customer Service Representatives communicate with customers and are often the “voice” of their company in that role. They field incoming calls, help answer questions, and solve customer problems, often on a wide array of topics. They are essential to ensure overall customer satisfaction.

With the need to handle many different tasks beyond just communicating with customers, Inbound Customer Service Representatives must be able to manage time well. They often assist other departments, as well as maintain data and summarize customer inquiries for presentation to management.

Typical Duties and Responsibilities

  • Answer incoming calls from customers with inquiries on product orders
  • Assist various departments in facilitating sales of all products in the company portfolio
  • Analyze customer issues and assist in resolving within the required timeframe
  • Coordinate with customers and ensure appropriate questioning to identify issues
  • Manage all customer inquiries and summarize to present to management
  • Administer and prioritize customer tasks and ensure achievement of all deadlines within the required timeframe
  • Maintain accuracy of all data and verify the same for all customer services

Education and Background

This position requires a high school diploma or GED (an associate degree is preferred).

Skills and Competencies

  • Proven customer service/support experience
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Excellent communication and presentation skills
  • Ability to multitask, prioritize and manage time effectively

Compensation

According to Payscale the median annual salary of an Inbound Customer Service Representative with

1 Year of Experience:

  • Orlando, Florida: $29,000
  • Tampa, Florida: $29,000
  • Jacksonville, Florida: $31,000
  • Miami, Florida: $30,000
  • Atlanta, Georgia: $30,000
  • Chicago, Illinois: $31,000
  • Houston, Texas: $30,000
  • Los Angeles, California: $37,000
  • New York City, New York: $35,000
  • Seattle, Washington: $34,000
  • Overall: $31,000

5 Years of Experience:

  • Orlando, Florida: $31,000
  • Tampa, Florida: $31,000
  • Jacksonville, Florida: $32,000
  • Miami, Florida: $31,000
  • Atlanta, Georgia: $35,000
  • Chicago, Illinois: $35,000
  • Houston, Texas: $34,000
  • Los Angeles, California: $38,000
  • New York City, New York: $39,000
  • Seattle, Washington: $36,000
  • Overall: $34,000

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Career Path

The career path for an Inbound Customer Service Representative entails first obtaining a high school diploma or GED, with an associate degree being preferred in many cases.

This path can often start as an entry-level position, but can have opportunities for advancement, based on experience and performance.

In addition, Customer Service Representatives can seek to further their career through completing courses and training that can bolster their skills and knowledge in the field.

Position Trends

There is a growing need for call centers, and talented people, like Inbound Customer Service Representatives, to staff them. Customer Service Representatives (both inbound and outbound) are often the first and only human voice customers experience from the company.

With overall growth forecasted, and even with automation potentially having some effects, personal interaction with customers is always valued, especially when done efficiently and with positive outcomes.

Job Outlook

The call center market should grow in the next handful of years, according to MarketWatch. While increased automation may affect the market in the coming years, this healthy short-to-medium term outlook is a positive sign for Inbound Customer Service Representatives and similar positions, with successful call centers being critical components of many businesses.

Typical Hours

The work hours for an Inbound Customer Service Representative are typically from 9 a.m. to 5 p.m. Monday through Friday in an office setting. However, longer or different hours may be necessary, depending on the needs and hours of an individual company.

Where You Can Find Jobs

  • 4 Corner Resources
  • Career Builder
  • Glassdoor
  • Indeed
  • LinkedIn
  • Monster

Are You Interested in Becoming an Inbound Customer Service Representative?

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