Customer Service Representatives

• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Source: O*NET OnLine information for Customer Service Representatives.

• 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.
• Service Orientation - Actively looking for ways to help people.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Persuasion - Persuading others to change their minds or behavior.
• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
• Time Management - Managing one's own time and the time of others.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Source: O*NET OnLine information for Customer Service Representatives.