What does an Associate Customer Service Representative do?
An associate customer service representative is responsible for providing high customer service by assisting customers on their inquiries and concerns, as well as resolving and escalating high-level complaints to the supervisor or tenured customer service representative. Associate customer service representatives also process orders and payments from the customers, replacing defective items, and issuing refunds as needed. They must have excellent communication and organizational skills, especially on handling data processing procedures to the database for reference to customer concerns.
Associate customer service representative responsibilities
Here are examples of responsibilities from real associate customer service representative resumes:
- Lead and train a group of 3+ CSRs at a time, are responsible for making change and maintaining the till.
- Assist as a cashier handling money, checks, and credit card transactions on company's POS system.
- Operate POS cash register, maintain thorough knowledge of store merchandise and responsible for cross selling JC Penney credit card.
- Audit CSRs final work for errors in the data entry portion so that billing information to providers & veterans are accurate.
- Mail updated information to patients and providers regarding benefit changes.
- Perform computer record searches; verify merchandise warranty and relay information to internal leadership.
- Verify insurance eligibility of new patients and re-verify insurance of recurring patients to ensure successful billing.
- Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
- Demonstrate superb organizational and multitasking abilities
- Maintain accounts payable and check disbursements using QuickBooks.
- Follow all CareCentrix guidelines to submit authorizations and adhere to all HIPPA regulations to protect patient information.
- Demonstrate superb organizational and multitasking abilities
Associate customer service representative skills and personality traits
We calculated that 16% of Associate Customer Service Representatives are proficient in Patients, Outbound Calls, and Customer Inquiries. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Associate Customer Service Representatives that have these skills listed on their resume here:
- Patients, 16%
Mailed updated information to patients and providers regarding benefit changes.
- Outbound Calls, 14%
Make companies, offices and hospitals aware of billing situations with claims via outbound calls or notices by printed letters.
- Customer Inquiries, 7%
Provided outstanding customer service while addressing and resolving customer inquiries regarding purchases, returned merchandise, sales promotions, and advertisements.
- Customer Complaints, 7%
Handled and resolved customer complaints, provided pricing and delivery information and followed up on customer interactions.
- Inbound Calls, 6%
Answered inbound calls and provided exceptional customer service by resolving discrepancies and answering billing related questions.
- Customer Service, 5%
Improved customer service, gained regular customers trust Greeted and directed visitors / customers to their destination and provided general information.
"patients," "outbound calls," and "customer inquiries" are among the most common skills that associate customer service representatives use at work. You can find even more associate customer service representative responsibilities below, including:
Communication skills. One of the key soft skills for an associate customer service representative to have is communication skills. You can see how this relates to what associate customer service representatives do because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, an associate customer service representative resume shows how associate customer service representatives use communication skills: "managed quality communication, customer support and productrepresentation for each client. "
Customer-service skills. This is an important skill for associate customer service representatives to perform their duties. For an example of how associate customer service representative responsibilities depend on this skill, consider that "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of an associate customer service representative: "resolved customer support related issues and provided customer with proper solutions. ".
Interpersonal skills. For certain associate customer service representative responsibilities to be completed, the job requires competence in "interpersonal skills." The day-to-day duties of an associate customer service representative rely on this skill, as "representatives should be able to create positive interactions with customers." For example, this snippet was taken directly from a resume about how this skill applies to what associate customer service representatives do: "demonstrated exceptional interpersonal written, verbal, and customer service skills using pos systems and navigation for register. "
Listening skills. Another crucial skill for an associate customer service representative to carry out their responsibilities is "listening skills." A big part of what associate customer service representatives relies on this skill, since "representatives must listen carefully to ensure that they understand customers in order to assist them." How this skill relates to associate customer service representative duties can be seen in an example from an associate customer service representative resume snippet: "listened, reviewed and scored calls taken by customer service representatives. "
Patience. Lastly, "patience" is an important element of what an associate customer service representative does. Associate customer service representative responsibilities require this skill because "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example highlights how associate customer service representative duties rely on this skill: "combine patience, determination, and persistence to troubleshoot client issues. "
The three companies that hire the most associate customer service representatives are:
- Highmark116 associate customer service representatives jobs
- Anixter
9 associate customer service representatives jobs
- WESCO Distribution9 associate customer service representatives jobs
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Compare different associate customer service representatives
Associate customer service representative vs. Customer care associate
A customer care associate's role focuses on providing customer support and service, ensuring optimal services and client satisfaction. Their responsibilities typically revolve around assisting walk-in customers by answering inquiries, offering recommendations or alternatives, and informing them of any promos or discounts. It is essential to devise strategies to identify customer needs, providing them as needed. Furthermore, a customer care associate may answer inquiries made through calls or correspondence, make reservations, handle complaints or concerns, and resolve them according to the company's policies and regulations.
While similarities exist, there are also some differences between associate customer service representatives and customer care associate. For instance, associate customer service representative responsibilities require skills such as "inbound calls," "customer calls," "medicare," and "credit card transactions." Whereas a customer care associate is skilled in "home health," "data entry," "quality standards," and "excellent interpersonal." This is part of what separates the two careers.
Customer care associates really shine in the insurance industry with an average salary of $35,295. Comparatively, associate customer service representatives tend to make the most money in the finance industry with an average salary of $37,473.On average, customer care associates reach similar levels of education than associate customer service representatives. Customer care associates are 1.3% more likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Associate customer service representative vs. Customer associate
A customer associate is responsible for providing the best customer service by assisting the customers with their inquiries and concerns, as well as resolving their complaints, processing replacements, and issuing refunds as needed. Customer associates also sell products and services to the customers, demonstrating product features, and identifying business opportunities to drive more revenues and profits for the business. They must have excellent communication and organizational skills to process orders and payments timely and accurately.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that associate customer service representative responsibilities requires skills like "patients," "computer system," "medicare," and "process payments." But a customer associate might use other skills in their typical duties, such as, "phone calls," "stock merchandise," "customer retention," and "customer relations."
On average, customer associates earn a lower salary than associate customer service representatives. Some industries support higher salaries in each profession. Interestingly enough, customer associates earn the most pay in the telecommunication industry with an average salary of $33,698. Whereas associate customer service representatives have higher pay in the finance industry, with an average salary of $37,473.customer associates earn similar levels of education than associate customer service representatives in general. They're 0.0% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Associate customer service representative vs. Service associate
A service associate's role is to assist customers either through phone or in person. One of the service associate's primary responsibilities is to attain customer satisfaction by answering queries, performing troubleshooting methods, assisting in navigating through difficult tasks, handling complaints, resolving issues, and even processing payments. Furthermore, a service associate needs to be equipped with good communication skills to build rapport with clients as there are instances where they have to sell products and services.
The required skills of the two careers differ considerably. For example, associate customer service representatives are more likely to have skills like "customer satisfaction," "customer calls," "customer care," and "medicare." But a service associate is more likely to have skills like "basic math," "loan payments," "patient rooms," and "cash handling."
When it comes to education, service associates tend to earn similar degree levels compared to associate customer service representatives. In fact, they're 2.9% more likely to earn a Master's Degree, and 0.6% more likely to graduate with a Doctoral Degree.Associate customer service representative vs. Customer service advisor
A customer service advisor is responsible for providing the best customer service by responding to the customers' inquiries and concerns regarding the goods and services offered by the organization. Customer service advisors assist customers with their needs by recommending product selection, offering new products and services, and informing the customers of promotional offers to generate revenues and increase profitability. They also resolve customers' issues, escalating high-level complaints to a customer service lead or supervisor for immediate resolution.
Types of associate customer service representative
Updated January 8, 2025
