What does a Customer Care Representative do?
A customer care representative is responsible for providing resolution with the customer's concerns, following the business' procedures and strategic processes. Customer care representatives must have exceptional customer service skills to address their clients' concerns efficiently and accurately, as well as having extensive knowledge of the products and services their company offer. Duties of a customer care representative also include managing client's complaints, offering alternative products and refunds as needed, calculating fees for special requests, updating customer's account information, documenting actions taken, and escalating special case concerns to the supervisor.
Customer care representative responsibilities
Here are examples of responsibilities from real customer care representative resumes:
- Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
- Answer incoming calls from clients, ATP's, therapists, and medical offices.
- Maintain schedules for multiples ATP's and technicians to assist clients with scheduling therapy evaluations, and delivery of equipment.
- Design a web-base CRM tool integrate with many other systems to provide technicians one-page panel the most relevant information and actions.
- Navigate windows environment and comprehend technical information.
- Used multiple navigation windows while changing account information and processing orders.
- Maintain customers contact activity in CRM and perform monthly analysis of customer special projects.
- Provide superior customer service to inbound calls from DirecTV customers regarding their schedule service/install appointment.
- Direct interaction with Medicare and Medicaid representatives and other health insurance providers; resolving complex claims issues.
- Develop innovative PowerPoint presentations to use by office personnel and management to assist in customer service training.
- Ensure FAA, company and airport regulations are followed while enforcing safety/security measures and protect sensitive zones.
- Research each customer account to determine proper call routing, Medicare qualifications and properly update customer file information.
- Commend for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
- Position require the ability to answer inbound calls regarding reservations for travel and providing customers with flight and travel information.
- Brief passengers according to company and FAA requirements in reference to immigration and passport laws and requirements on international trips.
Customer care representative skills and personality traits
We calculated that 21% of Customer Care Representatives are proficient in Customer Care, Customer Service, and Work Ethic. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Care Representatives that have these skills listed on their resume here:
- Customer Care, 21%
Contributed to customer care staff training, supervised temporary personnel and mentored new representatives; provided performance feedback to management team.
- Customer Service, 9%
Scheduled package pickups by entering geographical information into computer system while managing call handle time and showing excellent customer service skills.
- Work Ethic, 7%
Managed large volume of customer communications from home-based work environment, demonstrating integrity and work ethic under minimal supervision.
- Strong Work Ethic, 7%
Provided integrity, honesty, endurance and a very strong work ethic; would work 16 hour shifts when needed.
- Data Entry, 4%
Assigned to special project which involved extensive data entry to reconcile customer accounts to maximize retention and customer return.
- Excellent Organizational, 4%
maintained confidentiality, exercised my excellent organizational, oral and written communication skills.
Common skills that a customer care representative uses to do their job include "customer care," "customer service," and "work ethic." You can find details on the most important customer care representative responsibilities below.
Communication skills. The most essential soft skill for a customer care representative to carry out their responsibilities is communication skills. This skill is important for the role because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a customer care representative resume shows how their duties depend on communication skills: "served as a customer care representative providing effective communication and customer support as needed based on the concern of the customer. "
Customer-service skills. This is an important skill for customer care representatives to perform their duties. For an example of how customer care 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 a customer care representative: "administered various customer support functions, including customer account and billing inquiries, customer credit requests, and other account-related activities. ".
Interpersonal skills. For certain customer care representative responsibilities to be completed, the job requires competence in "interpersonal skills." The day-to-day duties of a customer care 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 customer care representatives do: "utilized interpersonal and problem solving skills to build and maintain strong customer relationships. "
Listening skills. Another crucial skill for a customer care representative to carry out their responsibilities is "listening skills." A big part of what customer care 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 customer care representative duties can be seen in an example from a customer care representative resume snippet: "provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems. "
Patience. Another skill commonly found on customer care representative job descriptions is "patience." It can come up quite often in customer care representative duties, since "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here's an example from a resume of how this skill fits into day-to-day customer care representative responsibilities: "demonstrate courtesy and patience in customer relations. "
The three companies that hire the most customer care representatives are:
- Elevance Health
229 customer care representatives jobs
- Sutherland145 customer care representatives jobs
- MSC Industrial Direct Co85 customer care representatives jobs
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Compare different customer care representatives
Customer care representative vs. Customer relations coordinator
A customer relations coordinator oversees a company's customer service programs, ensuring clients receive optimal support and service. They conduct market research and analysis, study client feedback, organize customer loyalty incentives, coordinate customer service teams, establish programs, supervise staff performance, and solve issues and concerns when any arise. They may also communicate directly with clients to assist them by answering inquiries, solving problems and concerns, issuing refunds or product replacements, offering discounts, and promoting products or services.
These skill sets are where the common ground ends though. The responsibilities of a customer care representative are more likely to require skills like "work ethic," "strong work ethic," "data entry," and "excellent organizational." On the other hand, a job as a customer relations coordinator requires skills like "credit card payments," "inbound calls," "collection procedures," and "front desk." As you can see, what employees do in each career varies considerably.
Customer relations coordinators earn the highest salaries when working in the automotive industry, with an average yearly salary of $39,584. On the other hand, customer care representatives are paid more in the automotive industry with an average salary of $35,440.On average, customer relations coordinators reach similar levels of education than customer care representatives. Customer relations coordinators are 1.5% more likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Customer care 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.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer care representative responsibilities are more likely to require skills like "work ethic," "strong work ethic," "data entry," and "excellent organizational." Meanwhile, a customer associate has duties that require skills in areas such as "sales floor," "phone calls," "customer calls," and "stock merchandise." These differences highlight just how different the day-to-day in each role looks.
On average, customer associates earn a higher salary than customer care 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 customer care representatives have higher pay in the automotive industry, with an average salary of $35,440.Average education levels between the two professions vary. Customer associates tend to reach similar levels of education than customer care representatives. In fact, they're 0.1% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Customer care representative vs. Customer agent
A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies. They help customers with their queries and complaints. It is their job to give customers a better understanding of the products. They answer questions with regards to their reservations. Sometimes, they also have sales roles. Oftentimes, they answer questions, process sales, provide information, and resolve problems.
The required skills of the two careers differ considerably. For example, customer care representatives are more likely to have skills like "customer care," "work ethic," "strong work ethic," and "excellent organizational." But a customer agent is more likely to have skills like "customer calls," "us customs," "golf courses," and "customer feedback."
Customer agents make a very good living in the technology industry with an average annual salary of $32,547. On the other hand, customer care representatives are paid the highest salary in the automotive industry, with average annual pay of $35,440.When it comes to education, customer agents tend to earn similar degree levels compared to customer care representatives. In fact, they're 0.7% more likely to earn a Master's Degree, and 0.2% more likely to graduate with a Doctoral Degree.Customer care representative vs. Customer service expert
A customer service expert is responsible for providing excellent customer by responding to the customers' inquiries and concerns regarding the goods and services the company offers. Customer service experts also handle and escalate high-level complaints, processing order replacements, and issuing refunds as needed. They check customer accounts, resolve billing issues, and monitor product delivery details. A customer service expert must have excellent communication and organizational skills, especially the knowledge of sales techniques, to sell services that would increase the company's revenues and profitability.
Even though a few skill sets overlap between customer care representatives and customer service experts, there are some differences that are important to note. For one, a customer care representative might have more use for skills like "customer care," "data entry," "excellent organizational," and "inbound phone calls." Meanwhile, some responsibilities of customer service experts require skills like "cleanliness," "reservations," "powerpoint," and "cash handling. "
In general, customer service experts hold similar degree levels compared to customer care representatives. Customer service experts are 0.9% more likely to earn their Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Types of customer care representative
Updated January 8, 2025
