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Customer Service Representatives
Overview
Salary
Demand
Core Tasks
Technology Skills
Tools Used
Top 10 Knowledge Required
Top 10 Skills
Top 10 Abilities
Top 10 Work Activities
Detailed Work Activities
Work Context
Education
Majors
Interests
Top 10 Work Styles
Work Values
Related Careers
Overview
Job Zone Two: Some Preparation Needed
Experience
Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Education
These occupations usually require a high school diploma.
Job Training
Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
Examples
These occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, and tellers.
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.
Salary Salary
Salary at 10th Percentile: $24K
Salary at 25th Percentile: $28K
Median Salary: $35K
Salary at 75th Percentile: $45K
Salary at 90th Percentile: $57K
Demand
Core 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.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Solicit sales of new or additional services or products.
Order tests that could determine the causes of product malfunctions.
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.
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Technology Skills
Technology
Example
Hot Technology
Tools Used
Tool
Example
Top 10 Knowledge Required
Customer and Personal Service
90%
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
73%
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Clerical
71%
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.
Computers and Electronics
66%
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Mathematics
56%
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Communications and Media
53%
Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Telecommunications
52%
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Administration and Management
46%
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Sales and Marketing
46%
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Economics and Accounting
44%
Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
Top 10 Skills
Active Listening
78%
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
78%
Talking to others to convey information effectively.
Service Orientation
75%
Actively looking for ways to help people.
Reading Comprehension
68%
Understanding written sentences and paragraphs in work related documents.
Critical Thinking
63%
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Persuasion
63%
Persuading others to change their minds or behavior.
Active Learning
60%
Understanding the implications of new information for both current and future problem-solving and decision-making.
Monitoring
60%
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Social Perceptiveness
60%
Being aware of others' reactions and understanding why they react as they do.
Time Management
60%
Managing one's own time and the time of others.
Top 10 Abilities
Oral Comprehension
80%
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression
80%
The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity
78%
The ability to speak clearly so others can understand you.
Speech Recognition
75%
The ability to identify and understand the speech of another person.
Near Vision
70%
The ability to see details at close range (within a few feet of the observer).
Problem Sensitivity
70%
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.
Written Expression
70%
The ability to communicate information and ideas in writing so others will understand.
Written Comprehension
68%
The ability to read and understand information and ideas presented in writing.
Deductive Reasoning
65%
The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning
63%
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Top 10 Work Activities
Getting Information
88%
Observing, receiving, and otherwise obtaining information from all relevant sources.
Interacting With Computers
85%
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with Persons Outside Organization
84%
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
84%
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Establishing and Maintaining Interpersonal Relationships
83%
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Making Decisions and Solving Problems
80%
Analyzing information and evaluating results to choose the best solution and solve problems.
Updating and Using Relevant Knowledge
79%
Keeping up-to-date technically and applying new knowledge to your job.
Processing Information
77%
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Resolving Conflicts and Negotiating with Others
77%
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Organizing, Planning, and Prioritizing Work
75%
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Detailed Work Activities
Discuss goods or services information with customers or patrons.
Respond to customer problems or complaints.
Maintain financial or account records.
Execute sales or other financial transactions.
Prepare documentation for contracts, transactions, or regulatory compliance.
Refer customers to appropriate personnel.
Calculate costs of goods or services.
Collect deposits, payments or fees.
Provide notifications to customers or patrons.
Promote products, services, or programs.
Coordinate operational activities.
Inspect items for damage or defects.
Review customer insurance information.
Verify accuracy of financial or transactional data.
Process customer bills or payments.
Recommend packing or shipping methods.
Work Context
Telephone
How often do you have telephone conversations in this job?
Contact With Others
How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
Indoors, Environmentally Controlled
How often does this job require working indoors in environmentally controlled conditions?
Electronic Mail
How often do you use electronic mail in this job?
Spend Time Sitting
How much does this job require sitting?
Face-to-Face Discussions
How often do you have to have face-to-face discussions with individuals or teams in this job?
Importance of Being Exact or Accurate
How important is being very exact or highly accurate in performing this job?
Time Pressure
How often does this job require the worker to meet strict deadlines?
Importance of Repeating Same Tasks
How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
Frequency of Decision Making
How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
Education
Interests
Enterprising
91%
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
62%
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
62%
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Realistic
24%
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
19%
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
15%
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.
Top 10 Work Styles
Attention to Detail
91%
Job requires being careful about detail and thorough in completing work tasks.
Cooperation
91%
Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Integrity
88%
Job requires being honest and ethical.
Dependability
86%
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Concern for Others
83%
Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Self Control
82%
Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Stress Tolerance
82%
Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Adaptability/Flexibility
81%
Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Independence
81%
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
78%
Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
Work Values
Relationships
86%
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
62%
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
53%
Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Achievement
43%
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
43%
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
41%
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
