IRS Customer Service Representative

Overview

Sourced

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.

O*NET definition of Customer Service Representatives (SOC 43-4051) · Job Zone 1-2: Very Little to Some Preparation Needed.

94,210

in government (SOC 43-4051)

of this occupation works for government

$45,860

median pay in government

Federal

levels of government

Titles employers use

Account RepresentativeCustomer Service Representative (CSR)Customer Service SpecialistMember Services Representative (Member Services Rep)Call Center RepresentativeClient Services RepresentativeCustomer Care Representative (CCR)Customer Service AgentCustomer Support Representative (Customer Support Rep)Guest Service Agent

How people usually get in Editorial

USAJOBS; seasonal → permanent. Requirements vary by employer; each employer page will list its exact rules.

Sources: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics (OEWS), May 2025 — national estimates by ownership; U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), O*NET 31.0 Database; GovJobs Wiki (editorial). Data captured September 30, 2026.

Requirements

Sourced

Typical entry requirements (BLS, SOC 43-4051)

Education needed to enter: High school diploma or equivalent
Related work experience: None
On-the-job training: Short-term on-the-job training

Education workers say the job requires

High School Diploma or the equivalent

55%

Some College Courses

17%

Associate's Degree or other 2-year degree

14%

Bachelor's Degree

14%

Share of surveyed workers in Customer Service Representatives (SOC 43-4051) naming each level as required to be hired, 26 respondents, O*NET survey August 2022. Each employer sets its own minimum.

Sources: U.S. Bureau of Labor Statistics, Employment Projections 2025–35 — education and training assignments by detailed occupation (Tables 5.3, 5.4); U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), O*NET 31.0 Database. Data captured September 30, 2026.

How to get hired

Sourced

Customer service representatives typically need a high school diploma to enter the occupation and are trained on the job. They should be good at communicating and interacting with people.

From the BLS Occupational Outlook Handbook profile “Customer Service Representatives”, published August 27, 2026 · Read the full profile. National guidance; each employer runs its own hiring process.

Source: U.S. Bureau of Labor Statistics, Occupational Outlook Handbook, 2025–35 edition (XML compilation). Data captured September 30, 2026.

Academy and training

Sourced

Training to become competent (BLS)

SOC 43-4051: Short-term on-the-job training

Preparation level (O*NET)

Job zone: Very Little to Some Preparation Needed

Academy length, curriculum and paid-training policies are set by each employer and state; they are part of the employer collection stage.

Source: U.S. Bureau of Labor Statistics, Employment Projections 2025–35 — education and training assignments by detailed occupation (Tables 5.3, 5.4). Data captured September 30, 2026.

Promotion ladder

Editorial

Federal grade and step: federal grade × step (GS/FWS/agency bands: FAA ATC, TSA SV, VA nurse, LEO special rates). Typical structure for a federal general schedule; titles, steps and timing differ by employer.

GS/GL-5/7/9 entry (Pathways / recent grad; some law-enforcement jobs start higher, e.g. FBI special agents at GL-10)
Career-ladder promotions to full-performance level (GS-9/11/12/13)
GS-14/15 (competitive)
Senior Executive Service
within-grade steps 1–10 (steps 2–4 yearly, 5–7 every 2 yrs, 8–10 every 3 yrs)
special rates: law-enforcement special base rates (GS-3–10); LEAP 25% premium for criminal investigators only

Source: GovJobs Wiki (editorial).

Pay

Sourced

Federal

Not published

State

$44,990

Local

$46,520

All government

$45,860

Private sector

$44,730

Median annual wage by employer type, national, May 2025. Federal includes the U.S. Postal Service; state and local include public schools and hospitals.

Employer type	Workers	10th pct.	25th	Median	75th	90th
State	31,060	$32,840	$37,630	$44,990	$51,260	$60,560
Local	63,140	$33,610	$38,230	$46,520	$57,160	$66,720
All government	94,210	$33,230	$38,080	$45,860	$53,870	$64,370
Private sector	2,501,540	$31,750	$36,820	$44,730	$51,730	$63,520

Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics (OEWS), May 2025 — national estimates by ownership. Data captured September 30, 2026.

Schedule

Sourced

Work schedule

Regular

88%

Irregular

12%

Seasonal

Typical work week

Less than 40 hours

17%

40 hours

67%

More than 40 hours

17%

Share of surveyed workers in the occupation (O*NET work context, August 2022). Shift patterns and differentials depend on the employer.

Source: U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), O*NET 31.0 Database. Data captured September 30, 2026.

Day-to-day work

Sourced

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.4.7
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.4.5
Check to ensure that appropriate changes were made to resolve customers' problems.4.4
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.4.2
Determine charges for services requested, collect deposits or payments, or arrange for billing.4.2
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.4.1
Refer unresolved customer grievances to designated departments for further investigation.4.1

The 7 most important of 7 core tasks for Customer Service Representatives, ranked by importance (1–5) in the O*NET survey of August 2022.

Source: U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), O*NET 31.0 Database. Data captured September 30, 2026.

13Derived

By state

Sourced

Median annual wage for Customer Service Representatives (SOC 43-4051) in each state, all employers (BLS state estimates do not separate government from private). Highest first.

State	Workers	10th pct.	Median	90th pct.
Washington	39,760	$39,290	$50,330	$73,610
California	176,850	$38,110	$49,560	$75,700
Massachusetts	49,990	$35,440	$49,120	$74,880
Minnesota	53,340	$35,730	$48,800	$72,830
District of Columbia	7,550	$37,440	$48,250	$77,120
Delaware	7,470	$36,080	$48,190	$75,970
Connecticut	24,490	$37,290	$48,090	$73,650
New York	141,090	$36,270	$48,000	$76,280
New Jersey	59,690	$35,520	$47,740	$72,040
Rhode Island	7,890	$36,160	$47,550	$65,010
Colorado	38,770	$36,510	$47,540	$66,040
Vermont	2,870	$35,140	$47,500	$66,530
Oregon	19,440	$36,710	$47,450	$64,130
New Hampshire	12,750	$33,950	$47,300	$66,280
Maine	7,560	$35,930	$47,160	$63,490
Wisconsin	50,840	$34,260	$46,970	$63,650
Illinois	100,970	$33,590	$46,130	$71,400
Iowa	30,100	$32,450	$46,090	$64,540
Arizona	87,020	$35,140	$45,690	$62,970
Hawaii	8,010	$33,860	$45,650	$64,130
Ohio	85,930	$31,340	$45,610	$63,210
Montana	4,910	$35,100	$45,290	$62,250
Alaska	2,410	$35,990	$45,150	$62,840
North Dakota	5,750	$34,190	$44,670	$68,350
Pennsylvania	94,340	$31,430	$44,630	$63,370
Missouri	50,530	$31,980	$44,190	$63,890
Michigan	71,310	$30,670	$43,950	$63,830
Nebraska	15,340	$34,210	$43,940	$59,400
Idaho	18,770	$29,990	$43,200	$62,190
Indiana	44,630	$31,060	$43,140	$62,620
Utah	44,490	$32,940	$43,140	$59,550
Maryland	37,740	$32,600	$42,830	$64,000
Tennessee	59,730	$31,100	$42,830	$60,070
Virginia	59,850	$31,210	$42,730	$61,350
Wyoming	2,110	$29,760	$42,340	$59,790
South Dakota	6,120	$31,050	$40,650	$55,680
Nevada	32,110	$29,340	$40,560	$57,930
Florida	228,000	$31,620	$40,440	$59,770
Texas	337,170	$29,320	$40,420	$59,590
Kansas	29,200	$29,730	$40,320	$59,870
North Carolina	89,510	$30,200	$40,240	$59,820
Georgia	97,850	$29,340	$39,630	$60,270
New Mexico	16,950	$31,060	$39,030	$56,480
South Carolina	51,000	$29,720	$38,860	$59,300
Kentucky	38,630	$29,440	$38,700	$59,810
Oklahoma	34,460	$28,620	$38,650	$58,050
West Virginia	9,860	$29,590	$38,430	$56,970
Alabama	33,290	$29,920	$38,400	$55,670
Arkansas	20,680	$30,150	$37,840	$56,630
Louisiana	25,780	$28,440	$37,330	$51,010
Mississippi	20,860	$28,970	$36,380	$49,540

51 states with published estimates.

Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics (OEWS), May 2025 — state estimates. Data captured September 30, 2026.

Not yet collected

These dimensions are part of every job page. We publish them only once they are sourced from official documents such as job postings, pay plans, union contracts and state standards.

05 Probation
Probation length and what ends it
Not yet collected
09 Benefits and pension
Pension plan and formula, retirement age and years, DROP, retiree health, Social Security coverage, 457(b) and PSLF eligibility
Not yet collected
10 Union contracts
Bargaining unit, union and the current contract, with its source and effective dates
Not yet collected
11 Transfers and lateral entry
Lateral entry policy, certification reciprocity, lateral bonuses and moves between agencies
Not yet collected
14 Exam practice
Named entrance and licensing exams, with free practice tests where they exist
Not yet collected
15 Employer directory
Every public employer that hires this job, with its own pay and rules
Not yet collected

IRS Customer Service Representative

Overview

Titles employers use

Requirements

Education workers say the job requires

How to get hired

Academy and training

Promotion ladder

Pay

Schedule

Day-to-day work

Related jobs

By state

Not yet collected