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Customer Service Representatives

It's a bright outlook for

This career will grow rapidly in the next few years.

Learn more about what they do.

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.

Related: Credit Authorizers, Checkers, & Clerks Insurance Claims & Policy Processing Clerks New Accounts Clerks Sales Representatives of Services Telemarketers

Industries: Finance & Insurance Retail Administration & Support Services

Summary
Details

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Refer unresolved customer grievances to designated departments for further investigation.
Check to ensure that appropriate changes were made to resolve customers' problems.
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.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
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.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Solicit sales of new or additional services or products.

Active Learning
- Figuring out how to use new ideas or things.
Mathematics
- Using math to solve problems.
Reading Comprehension
- Reading work-related information.
Active Listening
- Listening to others, not interrupting, and asking good questions.
Monitoring
- Keeping track of how well people and/or groups are doing in order to make improvements.
Operations Monitoring
- Watching gauges, dials, or display screens to make sure a machine is working.
Programming
- Writing computer programs.
Speaking
- Talking to others.
Coordination
- Changing what is done based on other people's actions.
Quality Control Analysis
- Testing how well a product or service works.
Operations Analysis
- Figuring out what a product or service needs to be able to do.
Systems Analysis
- Figuring out how a system should work and how changes in the future will affect it.
Systems Evaluation
- Measuring how well a system is working and how to improve it.
Management of Financial Resources
- Making spending decisions and keeping track of what is spent.
Technology Design
- Making equipment and technology useful for customers.
Operation and Control
- Using equipment or systems.
Troubleshooting
- Figuring out what is causing equipment, machines, wiring, or computer programs to not work.
Repairing
- Repairing machines or systems using the right tools.
Judgment and Decision Making
- Thinking about the pros and cons of different options and picking the best one.
Time Management
- Managing your time and the time of other people.
Management of Material Resources
- Managing equipment and materials.
Learning Strategies
- Using the best training or teaching strategies for learning new things.
Writing
- Writing things for co-workers or customers.
Social Perceptiveness
- Understanding people's reactions.
Science
- Using scientific rules and strategies to solve problems.
Persuasion
- Talking people into changing their minds or their behavior.
Service Orientation
- Looking for ways to help people.
Equipment Selection
- Deciding what kind of tools and equipment are needed to do a job.
Negotiation
- Bringing people together to solve differences.
Critical Thinking
- Thinking about the pros and cons of different ways to solve a problem.
Instructing
- Teaching people how to do something.
Installation
- Installing equipment, machines, wiring, or computer programs.
Complex Problem Solving
- Noticing a problem and figuring out the best way to solve it.
Equipment Maintenance
- Planning and doing the basic maintenance on equipment.
Management of Personnel Resources
- Selecting and managing the best workers for a job.

Time Sharing
- Doing two or more things at the same time.
Rate Control
- Changing when and how fast you move based on how something else is moving.
Finger Dexterity
- Putting together small parts with your fingers.
Inductive Reasoning
- Making general rules or coming up with answers from lots of detailed information.
Flexibility of Closure
- Seeing hidden patterns.
Glare Sensitivity
- Seeing something even if there is a glare or very bright light.
Selective Attention
- Paying attention to something without being distracted.
Deductive Reasoning
- Using rules to solve problems.
Speed of Closure
- Quickly knowing what you are looking at.
Reaction Time
- Quickly moving your hand, finger, or foot based on a sound, light, picture or other command.
Near Vision
- Seeing details up close.
Visual Color Discrimination
- Noticing the difference between colors, including shades and brightness.
Peripheral Vision
- Seeing something to your side when your are looking ahead.
Visualization
- Imagining how something will look after it is moved around or changed.
Static Strength
- Lifting, pushing, pulling, or carrying.
Oral Expression
- Communicating by speaking.
Sound Localization
- Noticing the direction that a sound came from.
Oral Comprehension
- Listening and understanding what people say.
Hearing Sensitivity
- Telling the difference between sounds.
Response Orientation
- Quickly deciding if you should move your hand, foot, or other body part.
Problem Sensitivity
- Noticing when problems happen.
Arm-Hand Steadiness
- Keeping your arm or hand steady.
Stamina
- Exercising for a long time without getting out of breath.
Extent Flexibility
- Bending, stretching, twisting, or reaching with your body, arms, and/or legs.
Number Facility
- Adding, subtracting, multiplying, or dividing.
Perceptual Speed
- Quickly comparing groups of letters, numbers, pictures, or other things.
Speed of Limb Movement
- Quickly moving your arms and legs.
Dynamic Flexibility
- Quickly and repeatedly bending, stretching, twisting, or reaching out with your body, arms, and/or legs.
Multilimb Coordination
- Using your arms and/or legs together while sitting, standing, or lying down.
Far Vision
- Seeing details that are far away.
Wrist-Finger Speed
- Making fast, simple, repeated movements of your fingers, hands, and wrists.
Control Precision
- Quickly changing the controls of a machine, car, truck or boat.
Written Comprehension
- Reading and understanding what is written.
Speech Recognition
- Recognizing spoken words.
Speech Clarity
- Speaking clearly.
Originality
- Creating new and original ideas.
Fluency of Ideas
- Coming up with lots of ideas.
Information Ordering
- Ordering or arranging things.
Category Flexibility
- Grouping things in different ways.
Mathematical Reasoning
- Choosing the right type of math to solve a problem.
Manual Dexterity
- Holding or moving items with your hands.
Memorization
- Remembering words, numbers, pictures, or steps.
Explosive Strength
- Jumping, sprinting, or throwing something.
Dynamic Strength
- Exercising for a long time without your muscles getting tired.
Trunk Strength
- Using your lower back and stomach.
Gross Body Equilibrium
- Keeping your balance or staying upright.
Night Vision
- Seeing at night or under low light.
Spatial Orientation
- Knowing where things are around you.
Gross Body Coordination
- Moving your arms, legs, and mid-section together while your whole body is moving.
Depth Perception
- Deciding which thing is closer or farther away from you, or deciding how far away it is from you.
Auditory Attention
- Paying attention to one sound while there are other distracting sounds.
Written Expression
- Communicating by writing.

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.
Administrative
- Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
Law and Government
- Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
Mechanical
- Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
Mathematics
- Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
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.
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.
Design
- Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.
Sociology and Anthropology
- Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures, and their history and origins.
Computers and Electronics
- Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Production and Processing
- Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
Economics and Accounting
- Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.
Customer and Personal Service
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language
- Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
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.
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.
Telecommunications
- Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
History and Archeology
- Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures.
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.
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.
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.
Biology
- Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.
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.
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.
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.
Food Production
- Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques.
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.
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.
Fine Arts
- Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture.
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.
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.
Transportation
- Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
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.

Education

High school diploma or equivalent

Work Experience

No work experience

Training

Less than 1 month on-the-job training

Education and Training Opportunities

Washington Annual Salary

49150/yr

Washington Hourly Wage

23.63/hr

Currently Employed

66,220

Yearly Projected Openings

9810

Conventional: People interested in this work like activities that include data, detail, and regular routines. They do well at jobs that need:

Dependability
Attention to Detail
Self Control
Stress Tolerance
Integrity
Adaptability/Flexibility

Autodialers
Automated attendant systems
Automatic call distributor ACD
Cash registers
Desktop computers
Digital telephones
Global positioning system GPS receiver
Music or message on hold player
Personal digital assistant PDAs or organizers
Phone headsets
Scanners
Special purpose telephones
Standalone telephone caller identification

Access software
Accounting software
Backup or archival software
Business intelligence and data analysis software
Cloud-based data access and sharing software
Communications server software
Computer based training software
Contact center software
Customer relationship management CRM software
Data base reporting software
Data base user interface and query software
Desktop communications software
Desktop publishing software
Document management software
Electronic mail software
Enterprise resource planning ERP software
Enterprise system management software
Fax software
Financial analysis software
Graphics or photo imaging software
Helpdesk or call center software
Human resources software
Information retrieval or search software
Instant messaging software
Internet browser software
Internet protocol IP multimedia subsystem software
Materials requirements planning logistics and supply chain software
Medical software
Mobile messaging service software
Multi-media educational software
Network conferencing software
Network security and virtual private network VPN equipment software
Office suite software
Operating system software
Point of sale POS software
Presentation software
Project management software
Spreadsheet software
Time accounting software
Transaction security and virus protection software
Video conferencing software
Video creation and editing software
Voice recognition software
Web page creation and editing software
Word processing software

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Customer Service Representatives

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