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Customer Service Representatives
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CheckoutCareers.com
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Customer Service Representatives
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Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
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Degrees
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Abilities
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Speech Recognition| | The ability to identify and understand the speech of another person. |
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Oral Comprehension| | The ability to listen to and understand information and ideas presented through spoken words and sentences. |
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Oral Expression| | The ability to communicate information and ideas in speaking so others will understand. |
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Near Vision| | The ability to see details at close range (within a few feet of the observer). |
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Written Comprehension| | The ability to read and understand information and ideas presented in writing. |
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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. |
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Deductive Reasoning| | The ability to apply general rules to specific problems to produce answers that make sense. |
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Fluency of Ideas| | The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity). |
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Inductive Reasoning| | The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). |
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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). |
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Speech Clarity| | The ability to speak clearly so others can understand you. |
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Category Flexibility| | The ability to generate or use different sets of rules for combining or grouping things in different ways. |
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Flexibility of Closure| | The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material. |
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Written Expression| | The ability to communicate information and ideas in writing so others will understand. |
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Originality| | The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem. |
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Perceptual Speed| | The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object. |
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Selective Attention| | The ability to concentrate on a task over a period of time without being distracted. |
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Finger Dexterity| | The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects. |
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Memorization| | The ability to remember information such as words, numbers, pictures, and procedures. |
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Speed of Closure| | The ability to quickly make sense of, combine, and organize information into meaningful patterns. |
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Mathematical Reasoning| | The ability to choose the right mathematical methods or formulas to solve a problem. |
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Time Sharing| | The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources). |
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Visualization| | The ability to imagine how something will look after it is moved around or when its parts are moved or rearranged. |
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Auditory Attention| | The ability to focus on a single source of sound in the presence of other distracting sounds. |
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Number Facility| | The ability to add, subtract, multiply, or divide quickly and correctly. |
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Far Vision| | The ability to see details at a distance. |
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Visual Color Discrimination| | The ability to match or detect differences between colors, including shades of color and brightness. |
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Hearing Sensitivity| | The ability to detect or tell the differences between sounds that vary in pitch and loudness. |
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Arm-Hand Steadiness| | The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position. |
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Manual Dexterity| | The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects. |
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Control Precision| | The ability to quickly and repeatedly adjust the controls of a machine or a vehicle to exact positions. |
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Depth Perception| | The ability to judge which of several objects is closer or farther away from you, or to judge the distance between you and an object. |
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Wrist-Finger Speed| | The ability to make fast, simple, repeated movements of the fingers, hands, and wrists. |
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Trunk Strength| | The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing. |
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Multilimb Coordination| | The ability to coordinate two or more limbs (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down. It does not involve performing the activities while the whole body is in motion. |
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Static Strength| | The ability to exert maximum muscle force to lift, push, pull, or carry objects. |
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Glare Sensitivity| | The ability to see objects in the presence of glare or bright lighting. |
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Reaction Time| | The ability to quickly respond (with the hand, finger, or foot) to a signal (sound, light, picture) when it appears. |
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Response Orientation| | The ability to choose quickly between two or more movements in response to two or more different signals (lights, sounds, pictures). It includes the speed with which the correct response is started with the hand, foot, or other body part. |
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Sound Localization| | The ability to tell the direction from which a sound originated. |
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Speed of Limb Movement| | The ability to quickly move the arms and legs. |
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Interests
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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. |
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First Interest High-Point| | Primary-Rank Descriptiveness |
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Second Interest High-Point| | Secondary-Cutoff/Rank Descriptiveness |
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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. |
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Social| | Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others. |
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Third Interest High-Point| | Tertiary-Cutoff/Rank Descriptiveness |
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Investigative| | 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. |
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Realistic| | 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. |
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Artistic| | 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. |
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Knowledge
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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. |
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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. |
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English Language| | Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. |
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Mathematics| | Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. |
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Administration and Management| | 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. |
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Computers and Electronics| | Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. |
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Education and Training| | Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects. |
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Sales and Marketing| | 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. |
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Communications and Media| | Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media. |
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Psychology| | Knowledge 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. |
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Personnel and Human Resources| | Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems. |
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Production and Processing| | Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods. |
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Economics and Accounting| | Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data. |
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Telecommunications| | Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems. |
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Public Safety and Security| | 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. |
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Foreign Language| | Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation. |
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Law and Government| | Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process. |
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Sociology and Anthropology| | Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins. |
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Transportation| | Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits. |
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Geography| | Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life. |
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Therapy and Counseling| | Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance. |
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Engineering and Technology| | Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services. |
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Medicine and Dentistry| | Knowledge 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. |
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Philosophy and Theology| | Knowledge of different philosophical systems and religions. This includes their basic principles, values, ethics, ways of thinking, customs, practices, and their impact on human culture. |
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Design| | Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models. |
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Mechanical| | Knowledge of machines and tools, including their designs, uses, repair, and maintenance. |
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Physics| | Knowledge and prediction of physical principles, laws, their interrelationships, and applications to understanding fluid, material, and atmospheric dynamics, and mechanical, electrical, atomic and sub- atomic structures and processes. |
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Biology| | Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment. |
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Building and Construction| | Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads. |
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Chemistry| | Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods. |
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Fine Arts| | Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture. |
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Food Production| | Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques. |
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History and Archeology| | Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures. |
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Wages
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| District of Columbia | $30,490.00 |
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| North Carolina | $27,240.00 |
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| South Carolina | $25,860.00 |
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| Virgin Islands | $21,450.00 |
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Related Careers
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Bill & Account Collectors| | Locate and notify customers of delinquent accounts by mail, telephone, or personal visit to solicit payment. Duties include receiving payment and posting amount to customer's account; preparing statements to credit department if customer fails to respond; initiating repossession proceedings or service disconnection; keeping records of collection and status of accounts. |
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Counter & Rental Clerks| | Receive orders for repairs, rentals, and services. May describe available options, compute cost, and accept payment. |
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Eligibility Interviewers, Government Programs| | Determine eligibility of persons applying to receive assistance from government programs and agency resources, such as welfare, unemployment benefits, social security, and public housing. |
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Insurance Policy Processing Clerks| | Process applications for, changes to, reinstatement of, and cancellation of insurance policies. Duties include reviewing insurance applications to ensure that all questions have been answered, compiling data on insurance policy changes, changing policy records to conform to insured party's specifications, compiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, canceling insurance policies as requested by agents, and verifying the accuracy of insurance company records. |
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Interviewers, Except Eligibility & Loan| | Interview persons by telephone, mail, in person, or by other means for the purpose of completing forms, applications, or questionnaires. Ask specific questions, record answers, and assist persons with completing form. May sort, classify, and file forms. |
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License Clerks| | Issue licenses or permits to qualified applicants. Obtain necessary information; record data; advise applicants on requirements; collect fees; and issue licenses. May conduct oral, written, visual, or performance testing. |
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Reservation & Transportation Ticket Agents & Travel Clerks| | Make and confirm reservations and sell tickets to passengers and for large hotel or motel chains. May check baggage and direct passengers to designated concourse, pier, or track; make reservations, deliver tickets, arrange for visas, contact individuals and groups to inform them of package tours, or provide tourists with travel information, such as points of interest, restaurants, rates, and emergency service. |
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Retail Salespersons| | Sell merchandise, such as furniture, motor vehicles, appliances, or apparel in a retail establishment. |
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Telephone Operators| | Provide information by accessing alphabetical and geographical directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls. |
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Skills
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Reading Comprehension| | Understanding written sentences and paragraphs in work related documents. |
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Service Orientation| | Actively looking for ways to help people. |
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Monitoring| | Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. |
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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. |
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Active Learning| | Understanding the implications of new information for both current and future problem-solving and decision-making. |
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Critical Thinking| | Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. |
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Coordination| | Adjusting actions in relation to others' actions. |
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Learning Strategies| | Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things. |
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Time Management| | Managing one's own time and the time of others. |
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Speaking| | Talking to others to convey information effectively. |
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Social Perceptiveness| | Being aware of others' reactions and understanding why they react as they do. |
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Writing| | Communicating effectively in writing as appropriate for the needs of the audience. |
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Instructing| | Teaching others how to do something. |
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Persuasion| | Persuading others to change their minds or behavior. |
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Judgment and Decision Making| | Considering the relative costs and benefits of potential actions to choose the most appropriate one. |
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Mathematics| | Using mathematics to solve problems. |
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Troubleshooting| | Determining causes of operating errors and deciding what to do about it. |
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Complex Problem Solving| | Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. |
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Negotiation| | Bringing others together and trying to reconcile differences. |
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Operation and Control| | Controlling operations of equipment or systems. |
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Systems Evaluation| | Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system. |
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Operations Analysis| | Analyzing needs and product requirements to create a design. |
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Quality Control Analysis| | Conducting tests and inspections of products, services, or processes to evaluate quality or performance. |
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Technology Design| | Generating or adapting equipment and technology to serve user needs. |
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Systems Analysis| | Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes. |
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Equipment Selection| | Determining the kind of tools and equipment needed to do a job. |
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Repairing| | Repairing machines or systems using the needed tools. |
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Equipment Maintenance| | Performing routine maintenance on equipment and determining when and what kind of maintenance is needed. |
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Management of Material Resources| | Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work. |
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Operation Monitoring| | Watching gauges, dials, or other indicators to make sure a machine is working properly. |
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Management of Personnel Resources| | Motivating, developing, and directing people as they work, identifying the best people for the job. |
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Management of Financial Resources| | Determining how money will be spent to get the work done, and accounting for these expenditures. |
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Programming| | Writing computer programs for various purposes. |
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Installation| | Installing equipment, machines, wiring, or programs to meet specifications. |
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Science| | Using scientific rules and methods to solve problems. |
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Tasks
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| Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints. |
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| Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. |
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| Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. |
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| Check to ensure that appropriate changes were made to resolve customers' problems. |
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| Determine charges for services requested, collect deposits or payments, or arrange for billing. |
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| Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. |
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| Refer unresolved customer grievances to designated departments for further investigation. |
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| Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers. |
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| 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. |
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| Solicit sale of new or additional services or products. |
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| Review insurance policy terms to determine whether a particular loss is covered by insurance. |
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| Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims. |
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| Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods. |
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| Order tests that could determine the causes of product malfunctions. |
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| Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. |
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Tools
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| Autodialers |
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| Autodialing systems |
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| Predictive dialers |
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| Automated attendant systems |
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| Voice broadcasting systems |
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| Automatic call distributor ACD |
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| Automatic call distribution ACD system |
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| Desktop computers |
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| Digital Telephones |
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| Wireless telephone systems |
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| Music or message on hold player |
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| On hold players |
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| Phone headsets |
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| Wireless telephone headsets |
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| Standalone telephone caller identification |
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| Calling line identification equipment |
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| Dialed number identification systems DNIS |
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Technology
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| Contact center software |
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| Multi-channel contact center software |
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| Timpani Contact Center |
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| Timpani Email |
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| Customer relationship management CRM software |
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| Austin Logistics CallSelect |
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| Austin Logistics CallTech |
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| Austin Logistics Valeo |
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| Avidian Technologies Prophet |
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| Customer account management software |
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| Customer complaint ticketing management software |
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| Customer service and support software |
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| Hosted Support ezSupport Pro |
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| Lynk Everest |
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| Parature eTicket |
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| Sales force automation software |
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| SSA Global software |
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| Telemation e-CRM |
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| Data base user interface and query software |
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| Customer service knowledge generation software |
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| Electronic mail software |
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| Astute Solutions PowerCenter |
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| Microsoft Outlook |
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| Mobile messaging service software |
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| Unified messaging software |
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| Network conferencing software |
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| Active Data Online WebChat |
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| eStara Softphone |
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| Parature eRealtime |
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| Timpani Chat |
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| Point of sale POS software |
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| Main Street Softworks Monetra |
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| Project management software |
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| IBM Lotus Notes |
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| Voice recognition software |
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| DSC Pacer Interactive Voice Response System |
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Career Activities
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| Interacting With Computers |
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| use computers to enter, access or retrieve data |
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| Updating and Using Relevant Knowledge |
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| use knowledge of investigation techniques |
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| use knowledge of written communication in sales work |
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| use telephone communication techniques |
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| Making Decisions and Solving Problems |
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| make decisions |
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| Resolving Conflicts and Negotiating with Others |
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| resolve customer or public complaints |
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| Getting Information |
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| obtain information from individuals |
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| Processing Information |
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| calculate rates for organization's products or services |
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| detect discrepancies on records or reports |
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| examine financial documents to verify issue |
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| Documenting/Recording Information |
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| maintain telephone logs |
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| take messages |
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| Communicating with Persons Outside Organization |
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| interview customers |
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| write business correspondence |
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| Performing Administrative Activities |
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| fill out business or government forms |
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| maintain records, reports, or files |
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| prepare reports |
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| type letters or correspondence |
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| Provide Consultation and Advice to Others |
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| prepare recommendations based upon research |
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| Performing for or Working Directly with the Public |
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| provide customer service |
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| Training and Teaching Others |
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| conduct training for personnel |
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| Inspecting Equipment, Structures, or Material |
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| examine products or work to verify conformance to specifications |
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| Selling or Influencing Others |
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| sell products or services |
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| Monitoring and Controlling Resources |
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| collect deposit or payment |
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| collect overdue bills |
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Career Context
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| Contact With Others |
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| Indoors, Environmentally Controlled |
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| Face-to-Face Discussions |
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| Telephone |
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| Spend Time Sitting |
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| Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls |
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| Electronic Mail |
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| Time Pressure |
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| Work With Work Group or Team |
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| Importance of Repeating Same Tasks |
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| Deal With External Customers |
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| Frequency of Decision Making |
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| Letters and Memos |
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| Deal With Unpleasant or Angry People |
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| Spend Time Making Repetitive Motions |
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| Importance of Being Exact or Accurate |
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| Sounds, Noise Levels Are Distracting or Uncomfortable |
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| Freedom to Make Decisions |
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| Frequency of Conflict Situations |
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| Structured versus Unstructured Work |
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| Impact of Decisions on Co-workers or Company Results |
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| Coordinate or Lead Others |
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| Physical Proximity |
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| Pace Determined by Speed of Equipment |
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| Spend Time Standing |
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| Exposed to Contaminants |
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| Spend Time Bending or Twisting the Body |
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| Extremely Bright or Inadequate Lighting |
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| Level of Competition |
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| Public Speaking |
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| Degree of Automation |
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| Responsibility for Outcomes and Results |
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| Outdoors, Exposed to Weather |
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| Exposed to Hazardous Equipment |
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| Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets |
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| Responsible for Others' Health and Safety |
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| Consequence of Error |
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| Cramped Work Space, Awkward Positions |
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| Deal With Physically Aggressive People |
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| In an Enclosed Vehicle or Equipment |
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| Exposed to High Places |
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Career Styles
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Cooperation| | Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. |
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Dependability| | Job requires being reliable, responsible, and dependable, and fulfilling obligations. |
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Self Control| | Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. |
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Attention to Detail| | Job requires being careful about detail and thorough in completing work tasks. |
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Stress Tolerance| | Job requires accepting criticism and dealing calmly and effectively with high stress situations. |
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Initiative| | Job requires a willingness to take on responsibilities and challenges. |
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Adaptability/Flexibility| | Job requires being open to change (positive or negative) and to considerable variety in the workplace. |
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Concern for Others| | Job requires being sensitive to others' needs and feelings and bei |
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