Why Become a CSR

bar graphCustomer service representatives are critical to the plumbing, heating/cooling and electrical industries.  They are the first point of contact with customers, the company’s most important ambassador.  A skilled customer service representative will help increase the number of service calls booked, and therefore, positively affect their company’s bottom line.  They also serve as a link between customers and technicians before they arrive on the job.

The Bureau of Labor Statistics projects employment in this profession to grow 12.6 percent between 2012 and 2022, which is about as fast as average for all occupations. An additional 298,700 jobs will need to be filled.


Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Schedule appointments, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Review and select standard responses for answers or solutions
  • Refer customers to supervisors or more experienced employees


According to the Bureau of Labor Statistics, the median annual salary for a customer service representative was $30,580 in 2012. The top earners pulled in more than $49,930, while the lowest earners made less than $19,500.

To determine your potential pay as a customer service representative (CSR) use this salary calculator.

Nationwide Opportunities

Throughout the United States, the opportunity for finding employment as a customer service representative is very likely. The map below, provided by MyNextMove.org, shows the current demand for CSRs per state across the United States. The states in orange, have an above average share of this career in their workforce while blue states have a below average share of this career in their workforce.

Customer Service Representative National Job OpportunitiesCustomer Service Representative Map Legend


Although there is no formal training that is needed to become a customer service representative, it is possible to enhance your customer service skills.  Troops to Trades offers training for customer service representatives that helps them become better at their job.

Teaches the Following Skills

  • Use inbound call scripts
  • Listen and respond to the varied nuances of customers
  • Tactics to close and book calls

Nexstar® Non-Technical Training Options

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