A customer service representative (CSR) is a frontline employee who interacts with customers to address their concerns, questions, and complaints. Their responsibilities include: 

• Customer support: Taking ownership of customer issues, troubleshooting problems, and driving resolutions. 
• Customer feedback: Collecting customer feedback, following up with customers, and noting suggestions for improvement. 
• Documentation: Documenting knowledge as solution articles. 
• Communication: Managing a large volume of inbound and outbound calls, emails, and chats. 
• Product knowledge: Providing expert answers to questions about products, pricing, and availability. 
• Sales: Meeting customer-service department sales targets and generating leads. 
• Process orders: Processing customer refunds, shipments, and account adjustments. 
• Upselling: Upselling customers with information about other products and services when appropriate. 
• Teamwork: Working with a team of CSRs and other departments to find appropriate solutions to problems. 
• Escalation: Escalating unresolved issues to relevant internal teams. 

CSRs should have a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. They should also have skills such as communication, patience, problem-solving, attention to detail, multitasking, technical skills, teamwork, flexibility, and willingness to