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Boston Career Explorer

Office and Administrative Support

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.

Also called: Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (CSR)

Median pay in Greater Boston
$49,920
$24.00/hr
Jobs in Greater Boston
37,780
Massachusetts 2024–2034
−6.6%
6,580 openings a year
Typical U.S. entry requirement
High school diploma or equivalent
plus Short-term on-the-job training

Greater Boston: Boston-Cambridge-Newton, MA-NH metro area, May 2025. Growth and openings: Massachusetts statewide projection.

Pay range in Greater Boston

Yearly pay in Greater Boston by percentile
10th25thMedian75th90th
$35,720$42,760$49,920$62,040$75,950

10% of workers earn less than the first figure and 10% earn more than the last.

What you’d do

  • 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.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

AI and this job

AI exposure: how much of this job’s work AI tools can do or help with, based on national research. It is not a forecast of job loss.

Higher exposure82 of 100

The index averages three national research measures, each shown as a percentile of all jobs:

  • AIOE 70
  • Language-model AIOE 77
  • GPTs-are-GPTs 98

Observed AI use today: Substantial (Anthropic Economic Index)

AI exposure is in the higher range, and observed AI use is substantial. AI tools can answer routine questions, take orders, and log customer contacts. Handling upset customers and tricky problems still relies on people. Massachusetts is projected to have fewer of these jobs over 2024-34 (-6.6%), partly because speech and language tools are handling more customer contacts.

Likely to change

  • Answering routine customer questions
  • Logging calls, orders, and complaints

Still relies on people

  • Resolving upset customers' complaints
  • Handling unusual problems that need judgment

What federal projections say

“Capital/labor substitution - share decreases as advances in speech and language processing and in artificial intelligence (AI) allow computers to handle customer service interactions with greater frequency.”
BLS Employment Projections 2025–35, factors affecting this job (U.S.)

Written with AI from the data on this page. Check with a career coach before making a decision.

Next steps from here

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Training near Boston

College and school programs in the Boston metro area that lead to this job, with 2023-24 completions (IPEDS).

No college programs near Boston map to this job. Many people enter through on-the-job training or apprenticeship.

Talk to a career coach at the Office of Workforce Development about apprenticeships and City partner programs.

Related occupations

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