Customer Service jobs in Washington D.C.

A Customer Service Representative is often the first point of contact between a company and its customers. Whether working the register at a retail store, staffing a help desk, or answering incoming calls, a CSR is there to make sure customers leave a conversation or a store visit with their issue resolved and a positive impression of the business.

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• Works directly with customers to solve problems in person, by phone, or online
• Maintains professional, courteous communication even during difficult interactions
• Provides solutions to customer and service issues, escalating when necessary
• Answers questions about company policies, services, or products
• Helps customers fix basic technical issues
• Resolves service complaints and documents recurring issues
• Processes returns, exchanges, and order adjustments as needed

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Qualifications for Customer Service Representatives (CSRs)

• Self-starter who can work with minimal supervision
• Helpful, friendly mindset with strong customer service manners
• Customer-oriented approach to problem solving
• Eager to learn new systems, products, and processes
• Basic math skills for handling transactions, change, and returns

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A Technical Support Representative takes on a more specialized role than a standard CSR, focusing specifically on diagnosing and resolving technical issues with a company's product or service. This role requires a working knowledge of computers, software, or the specific technology the company offers. TSRs often walk customers through step-by-step troubleshooting rather than handling general inquiries. It's a good fit for someone who enjoys problem-solving and doesn't mind digging into the details of how something works.

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• Answers customer questions about product setup, features, or errors
• Helps resolve technical issues with a product or service
• Walks customers through troubleshooting
• Provides alternate solutions when initial fixes don't work
• Documents recurring technical issues and escalates complex cases
• Guides customers through software updates or installations

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Qualifications for Technical Support Representative (TSR)

• Tech-savvy with a solid understanding of technology
• Solution-oriented with strong analytical and troubleshooting skills
• Able to maintain professional communication in stressful or high-pressure situations
• Comfortable managing multiple calls and prioritizing tasks

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A Customer Service Lead sits between frontline representatives and management, overseeing a small team of CSRs or TSRs while still staying hands-on with customers. Unlike a standard CSR, this role carries responsibility for the team's day-to-day performance. It's a natural next step for someone who has excelled as a CSR and is ready to take on more responsibility without moving fully into management.

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• Manages a team of customer service staff
• Handles escalated customer issues that frontline reps can't resolve
• Trains team members on company policies, systems, and best practices
• Monitors team performance and provides coaching and feedback
• Helps schedule shifts and manage workflow
• Acts as a liaison between the team and upper management

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Qualifications for Customer Service Leads

• Prior experience in customer service
• Natural leadership qualities with the ability to motivate a team
• Able to manage teams and stay composed in high-stress environments
• Strong conflict-resolution and de-escalation skills
• Comfortable training and mentoring less experienced staff
• High school diploma or GED required; some employers prefer prior supervisory experience

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A Call Center Representative is similar to a standard CSR, but the role is specifically centered on handling high volumes of inbound and outbound calls rather than in-person or multi-channel support. Depending on the employer, this role can lean heavily toward service and support, or it can carry a sales component, with reps expected to sell products during customer interactions. Call center work moves at a faster pace than retail-based customer service, with reps expected to handle a steady stream of calls throughout their shift while still delivering a helpful, professional experience.

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• Answers incoming customer calls to the call center
• Provides general information to clients about products, services, or accounts
• Conducts client outreach to upsell or cross-sell additional services
• Escalates calls to the correct department based on the customer's issue
• Logs call details and outcomes in the company's system
• Meets call volume, quality, and resolution-time goals

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Qualifications for Call Center Representative

• Self-starter comfortable working in a fast-paced, high-call-volume environment
• Helpful, customer-oriented mindset
• Eager to learn new products, scripts, and systems
• Clear, professional phone communication skills
• Comfortable with basic sales conversations
• High school diploma or GED required

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