Customer Service Representatives
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.
Sample of reported job titles:
Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (Customer Service Rep), Customer Service Specialist, Member Services Representative, Sales Facilitator
Occupation-Specific Information
Tasks
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or 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 or any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
Technology Skills
- Access software:Citrix cloud computing software
- Accounting software:Fund accounting software,Intuit QuickBooks,Sage 50 Accounting,Tax software
- Backup or archival software:SugarSync
- Business intelligence and data analysis software:IBM Cognos Impromptu
- Cloud-based data access and sharing software:Dropbox,Google Drive,Microsoft SharePoint,Slack
Occupational Requirements
Work Activities
- Getting Information:Observing, receiving, and otherwise obtaining information from all relevant sources.
- Working with Computers:Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Communicating with People Outside the Organization:Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Communicating with Supervisors, Peers, or Subordinates:Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Establishing and Maintaining Interpersonal Relationships:Developing constructive and cooperative working relationships with others, and maintaining them over time.
Detailed Work Activities
- Calculate costs of goods or services.
- Collect deposits, payments or fees.
- Coordinate operational activities.
- Discuss goods or services information with customers or patrons.
- Execute sales or other financial transactions.
Work Context
- Telephone:100% responded"Every day"
- Contact With Others:85% responded"Constant contact with others"
- Indoors, Environmentally Controlled:84% responded"Every day"
- Electronic Mail:74% responded"Every day"
- Spend Time Sitting:67% responded"Continually or almost continually"
Worker Requirements
Skills
- Active Listening: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.
- Speaking:Talking to others to convey information effectively.
- Service Orientation:Actively looking for ways to help people.
- Reading Comprehension:Understanding written sentences and paragraphs in work-related documents.
- Critical Thinking:Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Knowledge
- Customer and Personal Service: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:Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Administrative:Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
- Computers and Electronics:Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 67%High School Diploma - or the equivalent (for example, GED)
- 16%Bachelor's Degree
Worker Characteristics
Abilities
- Oral Comprehension:The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression:The ability to communicate information and ideas in speaking so others will understand.
- Speech Clarity:The ability to speak clearly so others can understand you.
- Speech Recognition:The ability to identify and understand the speech of another person.
- Near Vision:The ability to see details at close range (within a few feet of the observer).
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.
- 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.
- Social:Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
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.
Work Styles
- Attention to Detail:Job requires being careful about detail and thorough in completing work tasks.
- Cooperation:Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Integrity:Job requires being honest and ethical.
- Dependability:Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Concern for Others:Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
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