Inbound Customer Service RepresentativeJob Description, Salary, Career Path, and Trends

Inbound customer service representatives listen and work with customers to answer questions and resolve any potential issues. A successful inbound customer service representative has strong communication and customer support skills. 

Inbound customer service representatives are the “face” of their company. They are the first point of contact for customers, so they’re responsible for bringing awareness to their business, generating leads, and making sales. It is important for inbound customer service representatives to stay positive and accommodating throughout every conversation since they act as the first impression of the company.

This career opportunity focuses on creating positive relationships with potential customers by handling any questions, complaints, or suggestions they may have to help build customer loyalty. Inbound customer service representatives that offer good customer service and help drive revenue may receive additional commissions or be promoted to a higher sales position.

Sample job description #1

As an Inbound Customer Service Representative, you will communicate with our customers via email and inbound or outbound calls to coordinate their charter bus trips. You will learn some logistics of the transportation industry and work alongside our bus operations teams to ensure that our customers have a safe and enjoyable experience during their event!

We pay an hourly rate and reward the entire team with a shared bonus when goals are met. This is a not a commission-based position. Team bonuses mean that everyone is working towards the same goals!

  • Manage a high volume of inbound/outbound phone and email contacts from both current and prospective customers who are calling to receive quotes for new charters or ask questions about upcoming charters
  • Easily navigate through multiple systems and websites
  • Using basic sales techniques, understand customer’s needs to receive all required information needed to develop quote, upsell on every interaction to increase the value of the order, or identify other sales opportunities within ABC Company
  • Once information has been received from customer, develop the quote which will need to include any local requirements, consideration for any applicable ancillary fees, and mapping out trip
  • Enters and sends booking invitations to locations with available capacity (via phone, Sharepoint or Outlook depending on appointment urgency)
  • All other duties assigned

Qualifications

  • High School Diploma or equivalent
  • Previous experience providing customer service or sales in a call center environment preferred but not required
  • Effective oral and written communications skills; must demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality
  • Good customer service skills; must be passionate about delivering quality service and making a difference in the customer experience
  • Ability to listen attentively, solve problems creatively, create win-win situations with internal and external customers
  • Basic math skills and understanding of military time strongly preferred

Sample job description #2

ABC Company is seeking experienced Inbound Customer Service Representatives to join our fast-paced call center located in downtown (City)!

What you will be doing:

  • Answering phones with polite, courteous, and professional manner
  • Address everything from billing to delivery to digital
  • Ask probing questions to identify customer issue or concern
  • Knowing when to escalate an issue or concern
  • Provide online support for current print and digital subscribers
  • Handle all calls with customers so that the customer is 100% satisfied when the call ends
  • Maintain customer satisfaction ratings outlined in company policy
  • Meet or exceed minimum performance standards outline in company policy

Ideal candidates will have:

  • High school diploma or equivalent
  • Superior phone etiquette skills
  • Excellent verbal and written communication skills
  • Ability to multi-task while maintaining on-call accuracy
  • Familiarity in Outlook and Word
  • Ability to sit for extended period of time
  • Willingness to work flexible schedule including day, evening, weekends, and holidays
  • Ability to type 30 WPM without errors
  • At least 1 year experience in customer service preferred

Sample job description #3

We are seeking individuals who are dedicated to providing exceptional customer service to our customers. Our Inbound Fraud department is the central unit that receives inbound calls from credit, debit, and corporate/government card customers related to suspicious and unauthorized activity.

No prior experience in banking or fraud is necessary. We offer comprehensive and ongoing training to ensure our Representatives are prepared to deliver efficient, knowledgeable, and empathetic customer service.

Responsibilities include

  • Answering incoming calls and providing high quality support to our credit and debit card customers over the phones
  • Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts, and forwarding fraud and dispute information to the appropriate parties
  • Initiating fraud claims and providing information on existing fraud and dispute claims
  • Partnering with multiple departments to service fraud and dispute issues
  • Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups

Basic qualifications

  • High school diploma or equivalent
  • One to two years of customer service experience
  • One to two years of experience using a computer, especially Microsoft Office applications

Preferred skills/experience

  • Some knowledge of consumer, debit, and corporate/government card products
  • Ability to identify and interpret data and resolve exceptions
  • Ability to work with unwritten but generally understood instructions; relying on precedents when available or applicable
  • Strong verbal and written communication skills
  • Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
  • Proficient computer skills, especially Microsoft Office applications

Average salary and compensation

The average salary for an inbound customer service representative is $38,000 in the United States. Position salary will vary based on experience, education, company size, industry, and market.

LocationSalary LowSalary High
Phoenix, Arizona$37,750$51,100
Los Angeles, California$42,600$57,650
Denver, Colorado$35,500$48,050
Washington, DC$43,250$58,550
Miami, Florida$35,350$47,850
Orlando, Florida$32,600$44,100
Tampa, Florida$32,900$44,550
Atlanta, Georgia$34,550$46,750
Chicago, Illinois$39,700$53,750
Boston, Massachusetts$42,950$58,100
Minneapolis-St. Paul, Minnesota$34,200$46,300
New York City, New York$45,200$61,150
Philadelphia, Pennsylvania$36,800$49,800
Dallas, Texas$35,850$48,500
Houston, Texas$35,650$48,250
Seattle, Washington$41,300$55,900
National Average$32,300$43,700

Sample interview questions

  • Do you have good communication skills?
  • Are you comfortable communicating and remaining professional with dissatisfied customers?
  • How do you do in a high-stress environment?
  • What would be your solution if you were unable to assist a customer with their problem?
  • How would you handle a dissatisfied customer with a known problem that has not been resolved yet?
  • Do you have any previous experience with customer service or help desk support?
  • Have you ever worked in a call center before?
  • Are you able to de-escalate high pressure situations when customers are dissatisfied?
  • Do you have any relevant certifications for this position? 
  • Are you able to speak comfortably for long periods of time?

Inbound Customer Service Representative Jobs in Ashburn

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