Customer Service Representatives
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
- Overview
- Tasks
- Skills
Median Annual Wage: $31,200
Education: High school diploma or equivalent (67%); Bachelor's degree (16%); Some college, no degree (6%)
Projected Growth: Average (8% to 14%)
Related Job Titles: Account Manager; Account Representative; Client Services Representative; Customer Service Specialist; Customer Service Agent; Member Services Representative; Call Center Representative; Customer Care Representative (CCR); Customer Service Representative (Customer Service Rep); Sales Facilitator
Source: O*NET OnLine information for 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.
- 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.
- 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.
Source: O*NET OnLine information for Customer Service Representatives.
