Customer Service Representative

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

O*NET reports this occupation under titles such as: Account Representative; Call Center Representative; Client Services Representative; Customer Care Representative (CCR); Customer Service Agent; Customer Service Representative (CSR); Customer Service Specialist; Customer Support Representative (Customer Support Rep); Guest Service Agent; Member Services Representative (Member Services Rep)

Tasks

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.

Knowledge

• Customer and Personal Service
• English Language
• Administration and Management
• Sales and Marketing
• Administrative
• Computers and Electronics
• Mathematics

Skills

• Active Listening
• Speaking
• Reading Comprehension
• Critical Thinking
• Writing
• Monitoring

Abilities

• Oral Comprehension
• Oral Expression
• Speech Recognition
• Speech Clarity
• Problem Sensitivity
• Written Expression
• Near Vision
• Written Comprehension
• Deductive Reasoning
• Inductive Reasoning
• Information Ordering