Summary for:
Customer Service RepresentativesDescription:
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.Sample of reported job titles:
Sample of reported job titles: Customer Service Representative, Client Services Representative, Customer Service Specialist, Member Services Representative, Account Manager, Hub Associate, Account Service Representative, Call Center Representative, Claims Adjuster, Claims Service Representative
Tasks | Knowledge | Skills | Abilities | Activites | Experience | Example | Education | Work Style | Work Values | Related Jobs | Wage | Employment | Expected Growth | Expected Need
Tasks:
- Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
- 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 and any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
- 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.
- Solicit sale of new or additional services or products.
Knowledge:
| Customer and Personal Service ó Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. |
| English Language ó Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. |
| Clerical ó Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology. |
| Mathematics ó Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. |
Skills:
| Active Listening ó Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. |
| Reading Comprehension ó Understanding written sentences and paragraphs in work related documents. |
| Monitoring ó Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. |
| Speaking ó Talking to others to convey information effectively. |
| Time Management ó Managing one's own time and the time of others. |
| Service Orientation ó Actively looking for ways to help people. |
| Active Learning ó Understanding the implications of new information for both current and future problem-solving and decision-making. |
| Learning Strategies ó Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things. |
| Writing ó Communicating effectively in writing as appropriate for the needs of the audience. |
| Critical Thinking ó Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. |
Abilities:
| Oral Comprehension ó The ability to listen to and understand information and ideas presented through spoken words and sentences. |
| Oral Expression ó The ability to communicate information and ideas in speaking so others will understand. |
| Deductive Reasoning ó The ability to apply general rules to specific problems to produce answers that make sense. |
| Problem Sensitivity ó The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. |
| Speech Clarity ó The ability to speak clearly so others can understand you. |
| Speech Recognition ó The ability to identify and understand the speech of another person. |
| Inductive Reasoning ó The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). |
| Near Vision ó The ability to see details at close range (within a few feet of the observer). |
| Written Comprehension ó The ability to read and understand information and ideas presented in writing. |
| Information Ordering ó The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). |
Work Activities:
| Interacting With Computers ó Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information. |
| Getting Information ó Observing, receiving, and otherwise obtaining information from all relevant sources. |
| Making Decisions and Solving Problems ó Analyzing information and evaluating results to choose the best solution and solve problems. |
| Documenting/Recording Information ó Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form. |
| Communicating with Supervisors, Peers, or Subordinates ó Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. |
| Monitor Processes, Materials, or Surroundings ó Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems. |
| identifying Objects, Actions, and Events ó identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events. |
| Processing Information ó Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data. |
| Establishing and Maintaining Interpersonal Relationships ó Developing constructive and cooperative working relationships with others, and maintaining them over time. |
| Evaluating Information to Determine Compliance with Standards ó Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards. |
Work Experience:
Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed. For example, a teller might benefit from experience working directly with the public, but an inexperienced person could still learn to be a teller with little difficulty.Work Examples:
These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, pharmacy technicians, salespersons (retail), and tellers.Education Requirements:
These occupations usually require a high school diploma and may require some vocational training or job-related course work. In some cases, an associate's or bachelor's degree could be needed.Work Style:
| Cooperation ó Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. |
| Dependability ó Job requires being reliable, responsible, and dependable, and fulfilling obligations. |
| Attention to Detail ó Job requires being careful about detail and thorough in completing work tasks. |
| Self Control ó Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. |
| Stress Tolerance ó Job requires accepting criticism and dealing calmly and effectively with high stress situations. |
| Adaptability/Flexibility ó Job requires being open to change (positive or negative) and to considerable variety in the workplace. |
| Initiative ó Job requires a willingness to take on responsibilities and challenges. |
| Concern for Others ó Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job. |
| Independence ó Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. |
| Persistence ó Job requires persistence in the face of obstacles. |
Work Values:
| Relationships ó Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service. |
| Support ó Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical. |
| Independence ó Occupations that satisfy this work value allow employs to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy. |
Related Jobs:
| 41-2021.00 | Counter and Rental Clerks  |
| 41-2031.00 | Retail Salespersons |
| 43-2021.00 | Telephone Operators |
| 43-3011.00 | Bill and Account Collectors |
| 43-4031.03 | License Clerks |
| 43-4061.00 | Eligibility Interviewers, Government Programs |
| 43-4111.00 | Interviewers, Except Eligibility and Loan |
| 43-4181.00 | Reservation and Transportation Ticket Agents and Travel Clerks |
| 43-9041.02 | Insurance Policy Processing Clerks |