Customer Service

Customer service roles exist in nearly every industry. Whenever someone has a question about a bill, a delivery, an appointment or a product, a customer service professional is usually the one who helps. Many people build their first work experience here, and the skills carry into almost any career.

What the work is like

Customer service can happen in person, such as in stores, hotels and offices, or remotely by phone, chat and email. Contact center roles may involve a steady stream of calls with goals for response time and customer satisfaction. Many employers offer shifts outside standard business hours, which can suit people who need evening or weekend schedules.

The work is people-focused. You will help many customers who are happy and some who are upset. The ability to listen, stay calm and find a solution is what employers value most.

Entry points

Many customer service roles require a high school diploma and provide paid training on the employer’s products and systems. Previous experience in retail or food service is often considered directly relevant. Remote customer service roles are common, but they attract scams; read how to spot job-search scams before applying to unfamiliar employers.

How careers often progress

Customer service is a strong launching point:

• Team lead and supervisor roles manage groups of representatives.
• Specialized support, such as technical, billing or escalation teams, handles more complex issues.
• Training and quality assurance roles coach new staff.
• Customer success, account management or sales roles build longer-term relationships.
• Many people move into operations, HR or IT support using the skills they built.

Skills that transfer in

Any job where you worked with the public counts, including volunteering, coaching and caregiving. If you speak more than one language, highlight it; bilingual representatives are often in demand.

Questions to research before you commit

• Is the role in person, remote or hybrid, and what equipment is required?
• What are the shift options, and how are schedules set?
• What training is provided, and is it paid?
• Look up median pay for your area on CareerOneStop.

Where to learn more

The Occupational Outlook Handbook’s customer service representatives profile describes the role in detail. To prepare for interviews, which often focus on how you handle difficult situations, read answering common interview questions with the STAR method.