A customer service representative (CSR) is a qualified individual who acts as a customer's primary point of contact. They respond to questions, address grievances, and offer details on goods and services. Here are some salient features that characterize a CSR's job:

1. Communication: CSRs communicate directly with customers to understand their needs, answer their questions, and fulfill their requests. This can be done over the phone, via email, or in person.

2. Problem-Solving: When customers have issues or complaints, it's the CSR's job to find effective solutions. This often involves troubleshooting, researching, and liaising with other departments.

3. Product Knowledge: CSRs need to be well-versed in the products or services their company offers. This allows them to explain features, benefits, and pricing to customers, as well as answer any related questions.

4. Record Keeping: CSRs often keep records of customer interactions and transactions. They document details of inquiries, complaints, comments, and actions taken.

5. Teamwork: CSRs often work as part of a team, sharing information and collaborating to provide the best possible service to customers.

6. Technical Skills: Depending on the industry, CSRs may need specific technical skills. For example, a CSR at a tech company might need to understand software applications, while a CSR at a bank might need knowledge of financial services.

7. Patience and Empathy: Dealing with customers, especially those who are upset or frustrated, requires patience and empathy. CSRs need to be able to handle such situations calmly and professionally.

Remember, the goal of a CSR is to ensure that customers have a positive experience with the company. They play a crucial role in maintaining customer satisfaction and loyalty.