Customer Service Representatives

Description

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Tasks

  • 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.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  • 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.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Solicit sales of new or additional services or products.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
  • Order tests that could determine the causes of product malfunctions.

Knowledge

Philosophy and Theology
Knowledge of different philosophical systems and religions. This includes their basic principles, values, ethics, ways of thinking, customs, practices, and their impact on human culture.
Sociology and Anthropology
Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
Fine Arts
Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture.

Skills

Management of Financial Resources
Determining how money will be spent to get the work done, and accounting for these expenditures.
Science
Using scientific rules and methods to solve problems.
Quality Control Analysis
Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
Repairing
Repairing machines or systems using the needed tools.
Troubleshooting
Determining causes of operating errors and deciding what to do about it.
Equipment Maintenance
Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
Operation and Control
Controlling operations of equipment or systems.
Installation
Installing equipment, machines, wiring, or programs to meet specifications.
Equipment Selection
Determining the kind of tools and equipment needed to do a job.
Management of Material Resources
Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.

Abilities

Trunk Strength
The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing.
Wrist-Finger Speed
The ability to make fast, simple, repeated movements of the fingers, hands, and wrists.
Response Orientation
The ability to choose quickly between two or more movements in response to two or more different signals (lights, sounds, pictures). It includes the speed with which the correct response is started with the hand, foot, or other body part.
Rate Control
The ability to time your movements or the movement of a piece of equipment in anticipation of changes in the speed and/or direction of a moving object or scene.
Reaction Time
The ability to quickly respond (with the hand, finger, or foot) to a signal (sound, light, picture) when it appears.
Multilimb Coordination
The ability to coordinate two or more limbs (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down. It does not involve performing the activities while the whole body is in motion.
Speed of Limb Movement
The ability to quickly move the arms and legs.
Static Strength
The ability to exert maximum muscle force to lift, push, pull, or carry objects.
Explosive Strength
The ability to use short bursts of muscle force to propel oneself (as in jumping or sprinting), or to throw an object.
Dynamic Strength
The ability to exert muscle force repeatedly or continuously over time. This involves muscular endurance and resistance to muscle fatigue.

Interests

Enterprising
Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Social
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Conventional
Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Realistic
Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
Investigative
Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
Artistic
Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.

Work Style

Attention to Detail
Job requires being careful about detail and thorough in completing work tasks.
Dependability
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Self Control
Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Stress Tolerance
Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Concern for Others
Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Cooperation
Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Integrity
Job requires being honest and ethical.
Adaptability/Flexibility
Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Independence
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.
Social Orientation
Job requires preferring to work with others rather than alone, and being personally connected with others on the job.

Work Values

Relationships
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
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
Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Achievement
Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Recognition
Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
Working Conditions
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

Lay Titles

Account Adjuster
Account Manager
Account Service Representative
Adjustment Clerk
Automotive Service Advisor
Automotive Service Writer
Bill Adjuster
Call Center Representative
Claim Adjuster
Claim Agent
Claim Approver
Claim Clerk
Claim Processor
Claim Representative
Claim Taker
Claims Adjuster
Claims Assistant
Claims Clerk
Claims Service Representative
Clerical Adjudicator
Client Relations Specialist
Client Services Representative
Compensation Adjuster
Complaint Adjuster
Complaint Clerk
Contact Center Specialist
Customer Administrator
Customer Advocate
Customer Care Representative (CCR)
Customer Care Specialist
Customer Complaint Clerk
Customer Contact Specialist
Customer Relations Manager (CRM)
Customer Relationship Manager
Customer Service Agent
Customer Service Assistant
Customer Service Associate
Customer Service Clerk
Customer Service Consultant
Customer Service Manager (CSM)
Customer Service Officer
Customer Service Representative
Customer Service Specialist
Customer Solutions Associate
Customer Support Manager
Customer Support Representative
Field Service Representative
Film Replacement Orderer
Gas Distribution and Emergency Clerk
Hub Associate
Inbound Customer Service Representative
Lineman Service or Work Dispatcher
Lost and Found Clerk
Marketing Associate
Member Services Representative
Membership Coordinator
Merchandise Complaint Adjuster
Passenger Relations Representative
Phone Representative
Policyholder Information Clerk
Product Consultant
Product Support Specialist
Regulatory Specialist
Return Clerk
Return-to-Factory Clerk
Service Representative
Service Writer
Telephone Service Adviser
Tire Adjuster
Trouble Clerk
Utilities Customer Service Representative
Utility Bill Complaints Investigator
Warranty Administrator
Warranty Clerk
Warranty Manager

National Wages and Employment Info

Median Wages (2008):
$14.7 hourly, $30,580 annual.
Employment (2008):
2,299,750 employees