Account Manager, CSR -- What makes a great customer service representative?

  • Great social and communication skills
  • Ability to organize lots of details
  • Influence customers' buying decisions
  • Assists clients and resolves conflicts
  • Enjoys helping others

A customer service representative, often referred to as a CSR or an account manager, normally stays in the office and helps clients who have existing accounts with the agency. They are the face of the agency and keep customers happy so they will renew their policy from year to year.

CSRs help customers with claims, billing, insurance quotes, changes to their account and more. To help clients during stressful times they must possess a great deal of empathy and be a good listener. CSRs also help the agents obtain documents and transmit them to the client or potential client, like legal documents and policies.

job duties

  • Provide answers and responses to customer questions or concerns
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Build sustainable relationships of trust through open and interactive communication


High school degree. CSRs must obtain a license per state regulations and keep up to date with required continuing education credits.

job outlook

The U.S. Bureau of Labor Statistics predicts employment will steadily grow at the average rate for occupations through 2024 (5% growth).


Based on the U.S. Department of Labor, the average customer service representative makes over $32,000 annually. Of course this varies by where you live, your work experience and how much passion you bring to your job!