Customer Service Representatives
Overview
SaveJob 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, tellers, and dental laboratory technicians.
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.
Yearly Salary
| High: | $57K |
| Median: | $35K |
| Low: | $24K |
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.
- 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.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- 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.
- Refer unresolved customer grievances to designated departments for further investigation.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Solicit sales of new or additional services or products.
- 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.
- 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
94%
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
79%
Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Administration and Management
71%
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
69%
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.
Mathematics
67%
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Administrative
66%
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
66%
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Economics and Accounting
59%
Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.
Public Safety and Security
57%
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Education and Training
51%
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Top 10 Skills
Active Listening
80%
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.
Service Orientation
80%
Actively looking for ways to help people.
Speaking
78%
Talking to others to convey information effectively.
Reading Comprehension
68%
Understanding written sentences and paragraphs in work-related documents.
Critical Thinking
65%
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Complex Problem Solving
63%
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Time Management
63%
Managing one's own time and the time of others.
Monitoring
60%
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Negotiation
60%
Bringing others together and trying to reconcile differences.
Persuasion
60%
Persuading others to change their minds or behavior.
Top 10 Abilities
Oral Comprehension
83%
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression
83%
The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity
80%
The ability to speak clearly so others can understand you.
Speech Recognition
80%
The ability to identify and understand the speech of another person.
Problem Sensitivity
78%
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
Near Vision
73%
The ability to see details at close range (within a few feet of the observer).
Written Expression
73%
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
Communicating with Supervisors, Peers, or Subordinates
92%
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Communicating with People Outside the Organization
91%
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.
Working with Computers
91%
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Performing for or Working Directly with the Public
88%
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Processing Information
86%
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Getting Information
85%
Observing, receiving, and otherwise obtaining information from all relevant sources.
Updating and Using Relevant Knowledge
84%
Keeping up-to-date technically and applying new knowledge to your job.
Organizing, Planning, and Prioritizing Work
81%
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Resolving Conflicts and Negotiating with Others
81%
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Training and Teaching Others
81%
Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
Detailed Work Activities
- Discuss goods or services information with customers or patrons.
- Maintain financial or account records.
- Respond to customer problems or complaints.
- Provide notifications to customers or patrons.
- Calculate costs of goods or services.
- Collect deposits, payments or fees.
- Prepare documentation for contracts, transactions, or regulatory compliance.
- Refer customers to appropriate personnel.
- Execute sales or other financial transactions.
- Review customer insurance information.
- Promote products, services, or programs.
- Verify accuracy of financial or transactional data.
- Process customer bills or payments.
- Recommend packing or shipping methods.
Education
Interests
Conventional
88%
Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.
Enterprising
73%
Work involves managing, negotiating, marketing, or selling, typically in a business setting, or leading or advising people in political and legal situations. Enterprising occupations are often associated with business initiatives, sales, marketing/advertising, finance, management/administration, professional advising, public speaking, politics, or law.
Social
55%
Work involves helping, teaching, advising, assisting, or providing service to others. Social occupations are often associated with social, health care, personal service, teaching/education, or religious activities.
Realistic
30%
Work involves designing, building, or repairing of equipment, materials, or structures, engaging in physical activity, or working outdoors. Realistic occupations are often associated with engineering, mechanics and electronics, construction, woodworking, transportation, machine operation, agriculture, animal services, physical or manual labor, athletics, or protective services.
Investigative
24%
Work involves studying and researching non-living objects, living organisms, disease or other forms of impairment, or human behavior. Investigative occupations are often associated with physical, life, medical, or social sciences, and can be found in the fields of humanities, mathematics/statistics, information technology, or health care service.
Artistic
15%
Work involves creating original visual artwork, performances, written works, food, or music for a variety of media, or applying artistic principles to the design of various objects and materials. Artistic occupations are often associated with visual arts, applied arts and design, performing arts, music, creative writing, media, or culinary art.
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.