Customer Service Representatives
SOC Code: 43-4051 Job Zone 2: Some Preparation Needed
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
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Prevailing Wage Levels (National)
DOL/OFLC prevailing wage thresholds for Customer Service Representatives. Hourly rates x 2,080 = annual.
FY2027 Weighted Lottery Impact
| Level | Lottery Entries | Est. Selection Rate |
|---|---|---|
| Level I (Entry) | 1 entry | ~16% |
| Level II (Qualified) | 2 entries | ~31% |
| Level III (Experienced) | 3 entries | ~45% |
| Level IV (Expert) | 4 entries | ~61% |
Prevailing Wages by Metro Area
| Metro Area | Level I | Level II | Level III | Level IV |
|---|---|---|---|---|
| San Jose-Sunnyvale-Santa Clara, CA | $44,658 | $54,184 | $63,710 | $73,237 |
| Midland, MI | $34,715 | $46,592 | $58,469 | $70,346 |
| San Francisco-Oakland-Fremont, CA | $43,368 | $52,104 | $60,861 | $69,597 |
| Seattle-Tacoma-Bellevue, WA | $42,245 | $49,712 | $57,158 | $64,626 |
| Stockton-Lodi, CA | $37,939 | $46,488 | $55,058 | $63,606 |
| New York-Newark-Jersey City, NY-NJ | $37,731 | $45,656 | $53,602 | $61,526 |
| Boston-Cambridge-Newton, MA-NH | $38,168 | $45,552 | $52,936 | $60,320 |
| Napa, CA | $41,163 | $47,382 | $53,602 | $59,821 |
| Bridgeport-Stamford-Danbury, CT | $38,418 | $45,386 | $52,354 | $59,322 |
| West North Dakota nonmetropolitan area | $32,240 | $41,163 | $50,066 | $58,989 |
Key Skills
| Skill | Importance | Level |
|---|---|---|
| Service Orientation | 4.0 | |
| Active Listening | 4.0 | |
| Speaking | 3.9 | |
| Reading Comprehension | 3.4 | |
| Critical Thinking | 3.2 | |
| Complex Problem Solving | 3.1 | |
| Time Management | 3.1 | |
| Monitoring | 3.0 | |
| Social Perceptiveness | 3.0 | |
| Negotiation | 3.0 |
Knowledge Areas
| Knowledge | Importance |
|---|---|
| Customer and Personal Service | 4.7 |
| English Language | 3.9 |
| Administration and Management | 3.5 |
| Sales and Marketing | 3.5 |
| Mathematics | 3.3 |
| Administrative | 3.3 |
| Computers and Electronics | 3.3 |
| Economics and Accounting | 2.9 |
Education Requirements
| Education Level | % of Workers |
|---|---|
| High school diploma | 54.8% |
| Post-secondary certificate | 17.4% |
| Bachelor's degree | 14.2% |
| Associate's degree | 13.7% |
Typical Tasks
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Technology Skills
Green = Hot Technology in demand
Adobe Acrobat Adobe Creative Cloud software Adobe Illustrator Adobe Photoshop Apple macOS Facebook Google Docs Intuit QuickBooks Kronos Workforce Timekeeper MEDITECH software Microsoft Access Microsoft Excel Microsoft Office software Microsoft Outlook Microsoft PowerPoint
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