Often, an account representative manages customer files. This person may update files with contact information and requests and also make note of any issues a person is having with an account or the account holder’s billing history; this information may be used to service the account holder at a later date. Additionally, a representative may note actions to be taken with an account in the future. For example, he or she may make a note to remind a representative to offer a customer an upgrade at a specific time.
Some account representatives handle collections on assigned accounts as well. If an account holder has a past-due bill, the representative may contact him to try to collect payment. Many make such contact over the phone, but some may also use the mail or e-mail to contact customers.
A person may be able to be hired in this job with a high school diploma, but some employers prefer applicants with college degrees. Many employers also prefer job candidates who have at least some experience working with customers. Often, however, on-the-job training is provided.