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Customer Service Representatives Occupation Detailed Description

Customer Service Representatives career

General Job Description and Education/Training Levels for Customer Service Representatives

The main tasks and work activities of Customer Service Representatives are to maintain financial or account records, execute sales or other financial transactions, respond to customer problems or complaints, provide notifications to customers or patrons. In general, for the Customer Service Representatives, speaking, active Listening, coordination, service Orientation and other 12 skills are required.
Customer Service Representatives Job Description
EducationThese occupations usually require a high school diploma.
Related ExperienceSome previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Job TrainingEmployees 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.
ExampleThese 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.
The following chart shows the education/training levels for Customer Service Representatives jobs. 26.65% of Customer Service Representatives have High School Diploma (or the equivalent) and 12.18% of Customer Service Representatives have Post-Secondary Certificate.
Less than a High School Diploma
0.00%
High School Diploma (or the equivalent)
26.65%
Post-Secondary Certificate
12.18%
Some College Courses
11.77%
Associate's Degree (or other 2-year degree)
10.92%
Bachelor's Degree and Above
38.48%

Tasks and Work Activities of Customer Service Representatives

  • 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.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • 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.
  • Solicit sales of new or additional services or products.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  • Order tests that could determine the causes of product malfunctions.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  • 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.
  • Explain policies, procedures, or services to patients using medical or administrative knowledge.
  • Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
  • Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.
  • Interview patients or their representatives to identify problems relating to care.
  • Refer patients to appropriate health care services or resources.
  • Getting InformationObserving, receiving, and otherwise obtaining information from all relevant sources.
  • Interacting With ComputersUsing computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Communicating with Persons Outside OrganizationCommunicating 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 SubordinatesProviding information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Establishing and Maintaining Interpersonal RelationshipsDeveloping constructive and cooperative working relationships with others, and maintaining them over time.
  • Making Decisions and Solving ProblemsAnalyzing information and evaluating results to choose the best solution and solve problems.
  • Updating and Using Relevant KnowledgeKeeping up-to-date technically and applying new knowledge to your job.
  • Processing InformationCompiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
  • Resolving Conflicts and Negotiating with OthersHandling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Organizing, Planning, and Prioritizing WorkDeveloping specific goals and plans to prioritize, organize, and accomplish your work.
  • Maintain financial or account records.
  • Execute sales or other financial transactions.
  • Respond to customer problems or complaints.
  • Provide notifications to customers or patrons.
  • Refer customers to appropriate personnel.
  • Collect deposits, payments or fees.
  • Calculate costs of goods or services.
  • Prepare documentation for contracts, transactions, or regulatory compliance.
  • Promote products, services, or programs.
  • Review customer insurance information.
  • Inspect items for damage or defects.
  • Coordinate operational activities.
  • Recommend packing or shipping methods.
  • Explain regulations, policies, or procedures.
  • Interview employees, customers, or others to collect information.
  • Analyze financial information.
  • Prepare research or technical reports.
  • Distribute materials to employees or customers.
  • Prepare informational or reference materials.
  • Teach basic living or other adaptive skills to patients or caregivers.

Skills and Abilities for Customer Service Representatives

  • SpeakingTalking to others to convey information effectively.
  • Active ListeningGiving 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.
  • CoordinationAdjusting actions in relation to others' actions.
  • Service OrientationActively looking for ways to help people.
  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Judgment and Decision MakingConsidering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Complex Problem SolvingIdentifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • PersuasionPersuading others to change their minds or behavior.
  • Social PerceptivenessBeing aware of others' reactions and understanding why they react as they do.
  • MonitoringMonitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Active LearningUnderstanding the implications of new information for both current and future problem-solving and decision-making.
  • NegotiationBringing others together and trying to reconcile differences.
  • Time ManagementManaging one's own time and the time of others.
  • Oral ExpressionThe ability to communicate information and ideas in speaking so others will understand.
  • Oral ComprehensionThe ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Speech ClarityThe ability to speak clearly so others can understand you.
  • Speech RecognitionThe ability to identify and understand the speech of another person.
  • Problem SensitivityThe 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 ExpressionThe ability to communicate information and ideas in writing so others will understand.
  • Near VisionThe ability to see details at close range (within a few feet of the observer).
  • Written ComprehensionThe ability to read and understand information and ideas presented in writing.
  • Deductive ReasoningThe ability to apply general rules to specific problems to produce answers that make sense.
  • Inductive ReasoningThe ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Selective AttentionThe ability to concentrate on a task over a period of time without being distracted.
  • Category FlexibilityThe ability to generate or use different sets of rules for combining or grouping things in different ways.
  • Information OrderingThe 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).
  • Fluency of IdeasThe ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
  • Autodialerse.g. Autodialing systems
  • Automatic call distributor ACDe.g. Automatic call distribution ACD system
  • Standalone telephone caller identificatione.g. Calling line identification equipment
  • Cash registerse.g. Cash registers
  • Desktop computerse.g. Desktop computers
  • Standalone telephone caller identificatione.g. Dialed number identification systems DNIS
  • Global positioning system GPS receivere.g. Global positioning system GPS receivers
  • Special purpose telephonese.g. Multi-line telephone systems
  • Music or message on hold playere.g. On hold players
  • Personal digital assistant PDAs or organizerse.g. Personal digital assistants PDA
  • Autodialerse.g. Predictive dialers
  • Scannerse.g. Scanners
  • Automated attendant systemse.g. Voice broadcasting systems
  • Phone headsetse.g. Wireless telephone headsets
  • Digital telephonese.g. Wireless telephone systems
  • Scannerse.g. Computer data input scanners
  • Laser printerse.g. Computer laser printers
  • Desktop computerse.g. Desktop computers
  • Notebook computerse.g. Laptop computers
  • Laser fax machinee.g. Laser facsimile machines
  • Customer and Personal ServiceKnowledge 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.
  • Medicine and DentistryKnowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
  • Sociology and AnthropologyKnowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • PsychologyKnowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
  • ClericalKnowledge 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.
  • Administration and ManagementKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Education and TrainingKnowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
  • Therapy and CounselingKnowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.