- Description
- Work Activities
- Abilities
- Interests
- Knowledge
- Wages
- Skills
- Work Values
- Work Styles
- Related Degrees
- Work Context
- Task Ratings
- Education
Job Description: Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Customer Service Representatives spend a lot of their time Updating and Using Relevant Knowledge. They are naturally good at Oral Expression, Oral Comprehension, Written Comprehension, and Speech Recognition. Customer Service Representatives are typically characterized as being Enterprising and Social. They are usually very knowledgable about Customer and Personal Service, Clerical, and English Language and are skilled at Active Listening and Reading Comprehension.
Work Activities
Updating and Using Relevant Knowledge
Communicating with Supervisors, Peers, or Subordinates
Processing Information
Interacting With Computers
Communicating with Persons Outside Organization
Resolving Conflicts and Negotiating with Others
Organizing, Planning, and Prioritizing Work
Establishing and Maintaining Interpersonal Relationships
Performing for or Working Directly with the Public
Selling or Influencing Others
Getting Information
Making Decisions and Solving Problems
Performing Administrative Activities
Identifying Objects, Actions, and Events
Evaluating Information to Determine Compliance with Standards
Documenting/Recording Information
Monitor Processes, Materials, or Surroundings
Judging the Qualities of Things, Services, or People
Training and Teaching Others
Guiding, Directing, and Motivating Subordinates
Analyzing Data or Information
Thinking Creatively
Coaching and Developing Others
Scheduling Work and Activities
Interpreting the Meaning of Information for Others
Developing Objectives and Strategies
Developing and Building Teams
Assisting and Caring for Others
Estimating the Quantifiable Characteristics of Products, Events, or Information
Coordinating the Work and Activities of Others
Staffing Organizational Units
Handling and Moving Objects
Monitoring and Controlling Resources
Provide Consultation and Advice to Others
Inspecting Equipment, Structures, or Material
Performing General Physical Activities
Controlling Machines and Processes
Drafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment
Repairing and Maintaining Electronic Equipment
Abilities
Oral Expression
Oral Comprehension
Written Comprehension
Speech Recognition
Written Expression
Speech Clarity
Near Vision
Problem Sensitivity
Deductive Reasoning
Inductive Reasoning
Flexibility of Closure
Category Flexibility
Information Ordering
Originality
Fluency of Ideas
Selective Attention
Mathematical Reasoning
Finger Dexterity
Speed of Closure
Time Sharing
Memorization
Perceptual Speed
Far Vision
Number Facility
Auditory Attention
Visualization
Visual Color Discrimination
Hearing Sensitivity
Arm-Hand Steadiness
Control Precision
Manual Dexterity
Interests
Enterprising
Social
Conventional
Realistic
Investigative
Artistic
Knowledge
Customer and Personal Service
Clerical
English Language
Computers and Electronics
Mathematics
Sales and Marketing
Education and Training
Communications and Media
Administration and Management
Law and Government
Public Safety and Security
Economics and Accounting
Psychology
Personnel and Human Resources
Telecommunications
Transportation
Production and Processing
Mechanical
Geography
Foreign Language
Wages
District of Columbia
$37,700
Delaware
$36,640
Connecticut
$36,470
California
$35,470
Massachusetts
$35,250
Minnesota
$34,840
Alaska
$34,420
New Jersey
$33,860
Maryland
$33,720
New York
$33,360
New Hampshire
$33,300
Illinois
$32,700
Washington
$32,540
Hawaii
$32,200
Rhode Island
$31,940
Colorado
$31,330
Wisconsin
$31,190
Michigan
$31,090
Pennsylvania
$31,030
Virginia
$30,740
Arizona
$30,690
Oregon
$30,410
Georgia
$29,940
North Carolina
$29,930
Ohio
$29,870
Indiana
$29,370
Maine
$29,280
Nevada
$29,180
Montana
$28,990
Nebraska
$28,470
Tennessee
$28,460
Vermont
$28,350
Florida
$28,280
South Carolina
$28,260
Missouri
$28,230
Texas
$28,180
Kansas
$28,000
Iowa
$27,510
North Dakota
$27,150
Alabama
$26,910
New Mexico
$26,870
Kentucky
$26,760
Utah
$26,710
Louisiana
$26,700
Oklahoma
$26,650
Arkansas
$26,490
Wyoming
$26,140
Virgin Islands
$24,970
Mississippi
$24,830
South Dakota
$24,750
Idaho
$24,480
West Virginia
$24,190
Guam
$19,960
Puerto Rico
$19,700
Skills
Active Listening
Reading Comprehension
Speaking
Critical Thinking
Service Orientation
Persuasion
Coordination
Negotiation
Social Perceptiveness
Writing
Monitoring
Active Learning
Time Management
Complex Problem Solving
Judgment and Decision Making
Instructing
Learning Strategies
Management of Personnel Resources
Mathematics
Systems Evaluation
Systems Analysis
Operation Monitoring
Operations Analysis
Programming
Technology Design
Work Values
Relationships
Support
Independence
Achievement
Recognition
Working Conditions
Work Styles
Attention to Detail
Dependability
Self Control
Stress Tolerance
Concern for Others
Cooperation
Integrity
Adaptability/Flexibility
Independence
Social Orientation
Analytical Thinking
Initiative
Persistence
Achievement/Effort
Innovation
Leadership
Related University Degree Programs
Work Context
Telephone
Deal With External Customers
Contact With Others
Electronic Mail
Importance of Repeating Same Tasks
Indoors, Environmentally Controlled
Spend Time Sitting
Deal With Unpleasant or Angry People
Importance of Being Exact or Accurate
Spend Time Making Repetitive Motions
Frequency of Decision Making
Face-to-Face Discussions
Work With Work Group or Team
Impact of Decisions on Co-workers or Company Results
Time Pressure
Physical Proximity
Freedom to Make Decisions
Structured versus Unstructured Work
Letters and Memos
Sounds, Noise Levels Are Distracting or Uncomfortable
Frequency of Conflict Situations
Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls
Coordinate or Lead Others
Level of Competition
Degree of Automation
Responsibility for Outcomes and Results
Consequence of Error
Spend Time Standing
Responsible for Others' Health and Safety
Public Speaking
Duration of Typical Work Week
Extremely Bright or Inadequate Lighting
Deal With Physically Aggressive People
Spend Time Walking and Running
Indoors, Not Environmentally Controlled
Exposed to Minor Burns, Cuts, Bites, or Stings
Exposed to Disease or Infections
In an Enclosed Vehicle or Equipment
Spend Time Bending or Twisting the Body
Pace Determined by Speed of Equipment
Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets
Spend Time Kneeling, Crouching, Stooping, or Crawling
Exposed to Contaminants
Very Hot or Cold Temperatures
Cramped Work Space, Awkward Positions
Spend Time Keeping or Regaining Balance
Exposed to Hazardous Equipment
Exposed to High Places
Spend Time Climbing Ladders, Scaffolds, or Poles
Work Schedules
Exposed to Radiation
Outdoors, Exposed to Weather
Wear Specialized Protective or Safety Equipment such as Breathing Apparatus, Safety Harness, Full Protection Suits, or Radiation Protection
Exposed to Hazardous Conditions
In an Open Vehicle or Equipment
Exposed to Whole Body Vibration
Outdoors, Under Cover
-40 hours-
Duration of Typical Work Week
-A lot of freedom-
Freedom to Make Decisions
Structured versus Unstructured Work
-About half the time-
Spend Time Standing
Spend Time Sitting
Spend Time Walking and Running
Spend Time Making Repetitive Motions
Spend Time Bending or Twisting the Body
Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls
Spend Time Kneeling, Crouching, Stooping, or Crawling
Spend Time Climbing Ladders, Scaffolds, or Poles
Spend Time Keeping or Regaining Balance
-Completely automated-
Degree of Automation
-Constant contact with others-
Contact With Others
-Contact with others about half the time-
Contact With Others
-Contact with others most of the time-
Contact With Others
-Continually or almost continually-
Spend Time Sitting
Spend Time Making Repetitive Motions
Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls
Spend Time Standing
Spend Time Keeping or Regaining Balance
Spend Time Walking and Running
Spend Time Kneeling, Crouching, Stooping, or Crawling
Spend Time Climbing Ladders, Scaffolds, or Poles
Spend Time Bending or Twisting the Body
-Every day-
Telephone
Indoors, Environmentally Controlled
Electronic Mail
Frequency of Decision Making
Face-to-Face Discussions
Deal With Unpleasant or Angry People
Sounds, Noise Levels Are Distracting or Uncomfortable
Time Pressure
Letters and Memos
Frequency of Conflict Situations
Indoors, Not Environmentally Controlled
Extremely Bright or Inadequate Lighting
Exposed to Minor Burns, Cuts, Bites, or Stings
Exposed to Disease or Infections
Exposed to Hazardous Equipment
Exposed to Contaminants
In an Enclosed Vehicle or Equipment
Exposed to High Places
Exposed to Radiation
Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets
Wear Specialized Protective or Safety Equipment such as Breathing Apparatus, Safety Harness, Full Protection Suits, or Radiation Protection
Public Speaking
In an Open Vehicle or Equipment
Outdoors, Exposed to Weather
Exposed to Whole Body Vibration
Outdoors, Under Cover
Very Hot or Cold Temperatures
Cramped Work Space, Awkward Positions
Exposed to Hazardous Conditions
Deal With Physically Aggressive People
-Extremely competitive-
Level of Competition
-Extremely important-
Deal With External Customers
Importance of Repeating Same Tasks
Work With Work Group or Team
Importance of Being Exact or Accurate
Coordinate or Lead Others
Pace Determined by Speed of Equipment
-Extremely serious-
Consequence of Error
-Fairly important-
Work With Work Group or Team
Coordinate or Lead Others
Importance of Repeating Same Tasks
Deal With External Customers
Pace Determined by Speed of Equipment
Importance of Being Exact or Accurate
-Fairly serious-
Consequence of Error
-High responsibility-
Responsibility for Outcomes and Results
Responsible for Others' Health and Safety
-Highly automated-
Degree of Automation
-Highly competitive-
Level of Competition
-I don't work near other people (beyond 100 ft.)-
Physical Proximity
-I work with others but not closely (e.g., private office)-
Physical Proximity
-Important-
Importance of Being Exact or Accurate
Coordinate or Lead Others
Work With Work Group or Team
Importance of Repeating Same Tasks
Deal With External Customers
Pace Determined by Speed of Equipment
-Important results-
Impact of Decisions on Co-workers or Company Results
-Irregular (changes with weather conditions, production demands, or contract duration)-
Work Schedules
-Less than 40 hours-
Duration of Typical Work Week
-Less than half the time-
Spend Time Standing
Spend Time Walking and Running
Spend Time Bending or Twisting the Body
Spend Time Kneeling, Crouching, Stooping, or Crawling
Spend Time Keeping or Regaining Balance
Spend Time Climbing Ladders, Scaffolds, or Poles
Spend Time Making Repetitive Motions
Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls
Spend Time Sitting
-Limited freedom-
Freedom to Make Decisions
Structured versus Unstructured Work
-Limited responsibility-
Responsible for Others' Health and Safety
Responsibility for Outcomes and Results
-Minor results-
Impact of Decisions on Co-workers or Company Results
-Moderate responsibility-
Responsibility for Outcomes and Results
Responsible for Others' Health and Safety
-Moderate results-
Impact of Decisions on Co-workers or Company Results
-Moderately automated-
Degree of Automation
-Moderately close (at arm's length)-
Physical Proximity
-Moderately competitive-
Level of Competition
-More than 40 hours-
Duration of Typical Work Week
-More than half the time-
Spend Time Making Repetitive Motions
Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls
Spend Time Sitting
Spend Time Bending or Twisting the Body
Spend Time Keeping or Regaining Balance
Spend Time Kneeling, Crouching, Stooping, or Crawling
Spend Time Climbing Ladders, Scaffolds, or Poles
Spend Time Walking and Running
Spend Time Standing
-Never-
In an Open Vehicle or Equipment
Exposed to Whole Body Vibration
Outdoors, Under Cover
Exposed to Hazardous Conditions
Wear Specialized Protective or Safety Equipment such as Breathing Apparatus, Safety Harness, Full Protection Suits, or Radiation Protection
Exposed to Radiation
Outdoors, Exposed to Weather
Exposed to Hazardous Equipment
Exposed to High Places
Spend Time Climbing Ladders, Scaffolds, or Poles
Spend Time Keeping or Regaining Balance
Cramped Work Space, Awkward Positions
Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets
Exposed to Contaminants
In an Enclosed Vehicle or Equipment
Exposed to Disease or Infections
Indoors, Not Environmentally Controlled
Very Hot or Cold Temperatures
Exposed to Minor Burns, Cuts, Bites, or Stings
Extremely Bright or Inadequate Lighting
Spend Time Kneeling, Crouching, Stooping, or Crawling
Spend Time Bending or Twisting the Body
Deal With Physically Aggressive People
Public Speaking
Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls
Spend Time Walking and Running
Sounds, Noise Levels Are Distracting or Uncomfortable
Letters and Memos
Indoors, Environmentally Controlled
Face-to-Face Discussions
Frequency of Conflict Situations
Frequency of Decision Making
Spend Time Standing
Time Pressure
Spend Time Making Repetitive Motions
Spend Time Sitting
Electronic Mail
Telephone
Deal With Unpleasant or Angry People
-No contact with others-
Contact With Others
-No freedom-
Structured versus Unstructured Work
Freedom to Make Decisions
-No responsibility-
Responsible for Others' Health and Safety
Responsibility for Outcomes and Results
-No results-
Impact of Decisions on Co-workers or Company Results
-Not at all automated-
Degree of Automation
-Not at all competitive-
Level of Competition
-Not important at all-
Pace Determined by Speed of Equipment
Coordinate or Lead Others
Importance of Repeating Same Tasks
Deal With External Customers
Work With Work Group or Team
Importance of Being Exact or Accurate
-Not serious at all-
Consequence of Error
-Occasional contact with others-
Contact With Others
-Once a month or more but not every week-
Time Pressure
Public Speaking
Frequency of Conflict Situations
Letters and Memos
Deal With Unpleasant or Angry People
Face-to-Face Discussions
Sounds, Noise Levels Are Distracting or Uncomfortable
Frequency of Decision Making
Exposed to Contaminants
Exposed to Disease or Infections
Electronic Mail
Exposed to Minor Burns, Cuts, Bites, or Stings
Extremely Bright or Inadequate Lighting
Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets
Exposed to Hazardous Equipment
In an Enclosed Vehicle or Equipment
Indoors, Not Environmentally Controlled
Exposed to High Places
Outdoors, Under Cover
Very Hot or Cold Temperatures
Exposed to Radiation
Cramped Work Space, Awkward Positions
Exposed to Hazardous Conditions
Deal With Physically Aggressive People
In an Open Vehicle or Equipment
Telephone
Wear Specialized Protective or Safety Equipment such as Breathing Apparatus, Safety Harness, Full Protection Suits, or Radiation Protection
Outdoors, Exposed to Weather
Exposed to Whole Body Vibration
Indoors, Environmentally Controlled
-Once a week or more but not every day-
Deal With Unpleasant or Angry People
Frequency of Conflict Situations
Letters and Memos
Time Pressure
Deal With Physically Aggressive People
Sounds, Noise Levels Are Distracting or Uncomfortable
Face-to-Face Discussions
Extremely Bright or Inadequate Lighting
In an Enclosed Vehicle or Equipment
Electronic Mail
Frequency of Decision Making
Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets
Exposed to Disease or Infections
Cramped Work Space, Awkward Positions
Exposed to Minor Burns, Cuts, Bites, or Stings
Very Hot or Cold Temperatures
Public Speaking
Exposed to Contaminants
Indoors, Not Environmentally Controlled
Exposed to Hazardous Conditions
In an Open Vehicle or Equipment
Telephone
Wear Specialized Protective or Safety Equipment such as Breathing Apparatus, Safety Harness, Full Protection Suits, or Radiation Protection
Outdoors, Exposed to Weather
Exposed to Whole Body Vibration
Exposed to Hazardous Equipment
Indoors, Environmentally Controlled
Exposed to High Places
Outdoors, Under Cover
Exposed to Radiation
-Once a year or more but not every month-
Public Speaking
Deal With Physically Aggressive People
Very Hot or Cold Temperatures
Sounds, Noise Levels Are Distracting or Uncomfortable
Frequency of Conflict Situations
Frequency of Decision Making
Exposed to Minor Burns, Cuts, Bites, or Stings
Exposed to Contaminants
Cramped Work Space, Awkward Positions
Exposed to High Places
Extremely Bright or Inadequate Lighting
Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets
Indoors, Not Environmentally Controlled
Letters and Memos
In an Enclosed Vehicle or Equipment
Outdoors, Exposed to Weather
Deal With Unpleasant or Angry People
Exposed to Hazardous Conditions
Exposed to Disease or Infections
Time Pressure
Exposed to Whole Body Vibration
Exposed to Hazardous Equipment
Face-to-Face Discussions
Indoors, Environmentally Controlled
Electronic Mail
Outdoors, Under Cover
Exposed to Radiation
In an Open Vehicle or Equipment
Telephone
Wear Specialized Protective or Safety Equipment such as Breathing Apparatus, Safety Harness, Full Protection Suits, or Radiation Protection
-Regular (established routine, set schedule)-
Work Schedules
-Seasonal (only during certain times of the year)-
Work Schedules
-Serious-
Consequence of Error
-Slightly automated-
Degree of Automation
-Slightly close (e.g., shared office)-
Physical Proximity
-Slightly competitive-
Level of Competition
-Some freedom-
Structured versus Unstructured Work
Freedom to Make Decisions
-Very close (near touching)-
Physical Proximity
-Very high responsibility-
Responsibility for Outcomes and Results
Responsible for Others' Health and Safety
-Very important-
Importance of Being Exact or Accurate
Work With Work Group or Team
Coordinate or Lead Others
Pace Determined by Speed of Equipment
Importance of Repeating Same Tasks
Deal With External Customers
-Very important results-
Impact of Decisions on Co-workers or Company Results
-Very little freedom-
Structured versus Unstructured Work
Freedom to Make Decisions
-Very serious-
Consequence of Error
Task Ratings
- Importance Core-
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers' problems.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Refer unresolved customer grievances to designated departments for further investigation.
- Importance Supplemental-
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
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.
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
Solicit sale of new or additional services or products.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
Order tests that could determine the causes of product malfunctions.
- Relevance of Task Core-
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and 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.
- Relevance of Task Supplemental-
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
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.
Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
Solicit sale 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.
Order tests that could determine the causes of product malfunctions.
-Daily Frequency of Task (Categories 1-7) Core-
Refer unresolved customer grievances to designated departments for further investigation.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
Check to ensure that appropriate changes were made to resolve customers' problems.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
-Daily Frequency of Task (Categories 1-7) Supplemental-
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
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.
Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
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 sale of new or additional services or products.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Order tests that could determine the causes of product malfunctions.
-Hourly or more Frequency of Task (Categories 1-7) Core-
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Check to ensure that appropriate changes were made to resolve customers' problems.
Refer unresolved customer grievances to designated departments for further investigation.
-Hourly or more Frequency of Task (Categories 1-7) Supplemental-
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Complete contract forms, prepare change of address records, and 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.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Order tests that could determine the causes of product malfunctions.
Solicit sale of new or additional services or products.
Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
-More than monthly Frequency of Task (Categories 1-7) Core-
Check to ensure that appropriate changes were made to resolve customers' problems.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
-More than monthly Frequency of Task (Categories 1-7) Supplemental-
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.
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 sale of new or additional services or products.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
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.
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
-More than weekly Frequency of Task (Categories 1-7) Core-
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Refer unresolved customer grievances to designated departments for further investigation.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
-More than weekly Frequency of Task (Categories 1-7) Supplemental-
Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
Complete contract forms, prepare change of address records, and 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.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
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.
Solicit sale of new or additional services or products.
Order tests that could determine the causes of product malfunctions.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
-More than yearly Frequency of Task (Categories 1-7) Core-
Refer unresolved customer grievances to designated departments for further investigation.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
-More than yearly Frequency of Task (Categories 1-7) Supplemental-
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.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Solicit sale of new or additional services or products.
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.
Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
-Several times daily Frequency of Task (Categories 1-7) Core-
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Check to ensure that appropriate changes were made to resolve customers' problems.
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Refer unresolved customer grievances to designated departments for further investigation.
-Several times daily Frequency of Task (Categories 1-7) Supplemental-
Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
Solicit sale of new or additional services or products.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
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.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Order tests that could determine the causes of product malfunctions.
Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
-Yearly or less Frequency of Task (Categories 1-7) Core-
Refer unresolved customer grievances to designated departments for further investigation.
Check to ensure that appropriate changes were made to resolve customers' problems.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
-Yearly or less Frequency of Task (Categories 1-7) Supplemental-
Order tests that could determine the causes of product malfunctions.
Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Solicit sale of new or additional services or products.
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 insurance policy terms to determine whether a particular loss is covered by insurance.
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
Education Training Experience
-On-Site or In-Plant Training-
None
Up to and including 1 month
Over 1 month, up to and including 3 months
Over 3 months, up to and including 6 months
Over 6 months, up to and including 1 year
Over 1 year, up to and including 2 years
Over 2 years, up to and including 4 years
Over 4 years, up to and including 10 years
-On-the-Job Training-
None or short demonstration
Anything beyond short demonstration, up to and including 1 month
Over 1 month, up to and including 3 months
Over 3 months, up to and including 6 months
Over 6 months, up to and including 1 year
Over 1 year, up to and including 2 years
Over 2 years, up to and including 4 years
Over 4 years, up to and including 10 years
-Related Work Experience-
None
Up to and including 1 month
Over 1 month, up to and including 3 months
Over 3 months, up to and including 6 months
Over 6 months, up to and including 1 year
Over 1 year, up to and including 2 years
Over 2 years, up to and including 4 years
Over 4 years, up to and including 6 years
Over 8 years, up to and including 10 years
Over 10 years
-Required Level of Education-
Less than a High School Diploma
High School Diploma (or GED or High School Equivalence Certificate)
Post-Secondary Certificate - awarded for training completed after high school (for example, in Personnel Services, Engineering-related Technologies, Vocational Home Economics, Construction Trades, Mechanics and Repairers, Precision Production Trades)
Some College Courses
Associate's Degree (or other 2-year degree)
Bachelor's Degree