Customer Service Representatives

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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

Tasks

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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.
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.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
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.

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Technology Skills

All 44 displayed Show 13 tools used

Access software — Citrix
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
Communications server software — IBM Domino; ShoreTel
Computer based training software — Padlet
Contact center software — Multi-channel contact center software; Timpani Contact Center; Timpani Email
Customer relationship management CRM software — Blackbaud The Raiser’s Edge; Salesforce software ; Salesforce.com Salesforce CRM; Telemation e-CRM (see all 16 examples)
Data base reporting software — SAP Crystal Reports
Data base user interface and query software — Airtable; Data entry software ; Oracle software ; Yardi (see all 9 examples)
Desktop communications software — Skype
Desktop publishing software — Microsoft Publisher
Document management software — Adobe Systems Adobe Acrobat ; Dropbox
Electronic mail software — Astute Solutions PowerCenter; IBM Notes ; Microsoft Exchange ; Microsoft Outlook
Enterprise resource planning ERP software — Microsoft Dynamics GP ; NetSuite ERP ; Oracle JD Edwards EnterpriseOne ; Oracle PeopleSoft (see all 9 examples)
Enterprise system management software — IBM Power Systems software
Fax software — Open Text Fax Server, RightFax Edition
Financial analysis software — Delphi Technology; Oracle E-Business Suite Financials
Graphics or photo imaging software — Adobe Systems Adobe Creative Cloud ; Adobe Systems Adobe Flash; Adobe Systems Adobe Illustrator ; Adobe Systems Adobe Photoshop
Helpdesk or call center software — j2 Global Communications onebox
Human resources software — ADP Workforce Now ; Human resource management software HRMS; Oracle Taleo
Information retrieval or search software — LexisNexis
Instant messaging software — GroupMe
Internet browser software — Microsoft Internet Explorer
Internet protocol IP multimedia subsystem software — Voice over internet protocol VoiP system software
Materials requirements planning logistics and supply chain software — iShip
Medical software — Healthcare common procedure coding system HCPCS ; Medical condition coding software ; Medical procedure coding software; MEDITECH software
Mobile messaging service software — Unified messaging software
Multi-media educational software — Nearpod
Network conferencing software — Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat
Network security and virtual private network VPN equipment software — Virtual private networking VPN software
Office suite software — Google Drive ; Microsoft Office
Operating system software — Apple macOS ; Handheld computer device software; Microsoft Windows ; Palm OS
Point of sale POS software — Main Street Softworks Monetra
Presentation software — Apple Keynote; Microsoft PowerPoint ; Poll Everywhere
Project management software — Microsoft SharePoint ; Microsoft Teams; Slack
Spreadsheet software — Microsoft Excel
Time accounting software — Kronos Workforce Timekeeper
Transaction security and virus protection software — McAfee; Symantec
Video conferencing software — FaceTime; Google Meet; LogMeIn GoToMeeting; Zoom
Video creation and editing software — YouTube
Voice recognition software — DSC Pacer Interactive Voice Response System
Web page creation and editing software — Facebook ; Google Sites; LinkedIn ; Social media sites
Word processing software — Google Docs ; Microsoft OneNote; Microsoft Word

Hot Technology — a technology requirement frequently included in employer job postings.

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Knowledge

All 4 displayed

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.
Clerical — 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 — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

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Skills

All 10 displayed

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.
Persuasion — Persuading others to change their minds or behavior.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Social Perceptiveness — Being aware of others’ reactions and understanding why they react as they do.
Time Management — Managing one’s own time and the time of others.

Abilities

All 11 displayed

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).
Problem Sensitivity — 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 — The ability to communicate information and ideas in writing so others will understand.
Written Comprehension — The ability to read and understand information and ideas presented in writing.
Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering — 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

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Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
Interacting 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 Persons Outside 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.
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.
Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.
Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Detailed Work Activities

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Discuss goods or services information with customers or patrons.
Respond to customer problems or complaints.
Maintain financial or account records.
Refer customers to appropriate personnel.
Calculate costs of goods or services.
Collect deposits, payments or fees.
Execute sales or other financial transactions.
Prepare documentation for contracts, transactions, or regulatory compliance.
Provide notifications to customers or patrons.
Coordinate operational activities.
Promote products, services, or programs.
Review customer insurance information.
Inspect items for damage or defects.
Process customer bills or payments.
Verify accuracy of financial or transactional data.
Recommend packing or shipping methods.

Find occupations related to multiple detailed work activities

Work Context

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Telephone — 100% responded “Every day.”
Contact With Others — 85% responded “Constant contact with others.”
Electronic Mail — 74% responded “Every day.”
Face-to-Face Discussions — 66% responded “Every day.”
Importance of Being Exact or Accurate — 57% responded “Extremely important.”
Indoors, Environmentally Controlled — 84% responded “Every day.”
Importance of Repeating Same Tasks — 51% responded “Extremely important.”
Spend Time Sitting — 18% responded “About half the time.”
Time Pressure — 52% responded “Every day.”
Letters and Memos — 47% responded “Every day.”
Structured versus Unstructured Work — 42% responded “A lot of freedom.”
Deal With External Customers — 48% responded “Extremely important.”
Frequency of Decision Making — 51% responded “Every day.”
Work With Work Group or Team — 47% responded “Extremely important.”
Impact of Decisions on Co-workers or Company Results — 34% responded “Important results.”
Freedom to Make Decisions — 57% responded “Limited freedom.”
Spend Time Making Repetitive Motions — 27% responded “Continually or almost continually.”
Deal With Unpleasant or Angry People — 27% responded “Once a week or more but not every day.”
Duration of Typical Work Week — 44% responded “40 hours.”
Physical Proximity — 41% responded “Slightly close (e.g., shared office).”

Job Zone

Title	Job Zone Two: Some Preparation Needed
Education	These occupations usually require a high school diploma.
Related 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.
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.
Job Zone 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.
SVP Range	(4.0 to < 6.0)

Education

Percentage of Respondents	Education Level Required
67	High school diploma or equivalent
16	Bachelor’s degree
6	Some college, no degree

Credentials

Interests

All 3 displayed

Interest code: ESC Want to discover your interests? Take the O*NET Interest Profiler at My Next Move.

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.

Work Styles

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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.
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.
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.
Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
Persistence — Job requires persistence in the face of obstacles.
Initiative — Job requires a willingness to take on responsibilities and challenges.
Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

Work Values

All 3 displayed

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.

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All 9 displayed

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