Customer Service Representatives
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.
2,595,750 people do this job in the US. $44,770 a year.
of the working time. Estimate.
- 66%
- 5%
- 29%
Measured, from Anthropic's usage data (2025). Counts help on part of a task.
On the chosen pace and reliability. Estimate.
Share of the working time within reach, now to 2030
What each choice means: , , , , . Every pace starts from .
At this date and pace, models finish tasks up to 4.4 h long four times in five.
How far this has come
With GPT-4, measured in March 2023, 0% of this job's working time was within reach at . With Claude 3.7 Sonnet, measured in February 2025, 16%. With Claude Mythos Preview (early), measured in April 2026, 66%. Today's estimate: 67%.
A backcast: today's task data with the best model METR had measured by each date. It shows how fast the models have moved, not what anyone forecast at the time.
The tasks
Sorted by . 13 tasks from .
| Task | Kind | |||
|---|---|---|---|---|
| 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.Done hourly or more by most who do it. AI observed on this task. | 17% | 13 min4 min to 33 min | Stays with people | |
| Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.Done hourly or more by most who do it. | 11% | 25 min13 min to 42 min | 100%Half by now | |
| Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.Done hourly or more by most who do it. AI observed on this task. | 10% | 13 min4 min to 21 min | 100%Half by now | |
| Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.Done several times a day by most who do it. AI observed on this task. | 10% | 25 min8 min to 42 min | Stays with people | |
| Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.Done hourly or more by most who do it. | 10% | 13 min4 min to 21 min | 100%Half by now | |
| Check to ensure that appropriate changes were made to resolve customers' problems.Done hourly or more by most who do it. | 10% | 13 min4 min to 25 min | 100%Half by now | |
| Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.Done hourly or more by most who do it. AI observed on this task. | 7% | 7 min3 min to 17 min | 100%Half by now | |
| Review insurance policy terms to determine whether a particular loss is covered by insurance.Done hourly or more by most who do it. | 6% | 17 min8 min to 33 min | 100%Half by now | |
| Determine charges for services requested, collect deposits or payments, or arrange for billing.Done daily by most who do it. | 5% | 10 min4 min to 17 min | 100%Half by now | |
| Solicit sales of new or additional services or products.Done daily by most who do it. AI observed on this task. | 5% | 13 min4 min to 21 min | Stays with people | |
| Refer unresolved customer grievances to designated departments for further investigation.Done more than monthly by most who do it. AI observed on this task. | 4% | 8 min3 min to 13 min | 100%Half by now | |
| Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.Done more than weekly by most who do it. | 3% | 33 min17 min to 1.3 h | 100%Half by now |
Within reach, per task: the share of the task's time whose instances are short enough for a model to finish at the chosen date, pace and reliability. Half by: the date half of that time comes within reach.
Jobs that share skills with this one
From O*NET's related occupations. Within reach now and by the end of 2028, long-run pace, four in five.
- Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel69% now, 88% by 2028
- Telemarketers99% now, 100% by 2028
- Insurance Claims and Policy Processing Clerks98% now, 98% by 2028
- Credit Authorizers, Checkers, and Clerks75% now, 86% by 2028
- New Accounts Clerks61% now, 61% by 2028
- Receptionists and Information Clerks83% now, 84% by 2028
Where this job works
The industry groups that employ the most of it (BLS, May 2025).
Where the most of these jobs are
The metro areas with the most people in it (BLS, May 2025).