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Careers / Customer Service Representatives |
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| Summary Description |
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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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| Sample Job Titles |
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1. |
Account Adjuster |
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2. |
Account Manager |
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3. |
Account Service Representative |
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4. |
Adjudicator, Clerical |
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5. |
Automotive Service Advisor |
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6. |
Automotive Service Writer |
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7. |
Bill Adjuster |
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8. |
Call Center Representative |
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9. |
Claim Adjuster |
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10. |
Claim Agent |
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11. |
Claim Approver |
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12. |
Claim Clerk |
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13. |
Claim Processor |
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14. |
Claim Representative |
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15. |
Claim Taker |
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16. |
Claims Adjuster |
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17. |
Claims Assistant |
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18. |
Claims Clerk |
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19. |
Claims Service Representative |
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20. |
Client Relations Specialist |
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21. |
Client Services Representative |
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22. |
Compensation Adjuster |
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23. |
Complaint Adjuster |
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24. |
Complaint Clerk |
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25. |
Contact Center Specialist |
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26. |
Customer Administrator |
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27. |
Customer Advocate |
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28. |
Customer Care Representative (CCR) |
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29. |
Customer Care Specialist |
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30. |
Customer Complaint Clerk |
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31. |
Customer Contact Specialist |
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32. |
Customer Relations Manager (CRM) |
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33. |
Customer Relationship Manager |
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34. |
Customer Service Agent |
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35. |
Customer Service Assistant |
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36. |
Customer Service Associate |
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37. |
Customer Service Clerk |
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38. |
Customer Service Consultant |
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39. |
Customer Service Manager (CSM) |
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40. |
Customer Service Officer |
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41. |
Customer Service Representative |
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42. |
Customer Service Specialist |
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43. |
Customer Solutions Associate |
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44. |
Customer Support Manager |
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45. |
Customer Support Representative |
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46. |
Dispatcher, Service or Work, Lineman |
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47. |
Field Service Representative |
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48. |
Film Replacement Orderer |
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49. |
Gas Distribution and Emergency Clerk |
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50. |
Hub Associate |
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51. |
Investigator, Utility Bill Complaints |
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52. |
Lost and Found Clerk |
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53. |
Marketing Associate |
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54. |
Member Services Representative |
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55. |
Membership Coordinator |
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56. |
Merchandise Complaint Adjuster |
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57. |
Passenger Relations Representative |
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58. |
Phone Representative |
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59. |
Policyholder Information Clerk |
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60. |
Product Consultant |
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61. |
Product Support Specialist |
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62. |
Regulatory Specialist |
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63. |
Return Clerk |
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64. |
Return-to-Factory Clerk |
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65. |
Service Representative |
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66. |
Service Writer |
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67. |
Telephone Service Adviser |
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68. |
Tire Adjuster |
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69. |
Trouble Clerk |
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70. |
Warranty Administrator |
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71. |
Warranty Clerk |
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72. |
Warranty Manager |
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| Job 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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| Work Activities |
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| Interacting With Computers —
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
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| Getting Information —
Observing, receiving, and otherwise obtaining information from all relevant sources.
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| Making Decisions and Solving Problems —
Analyzing information and evaluating results to choose the best solution and solve problems.
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| Documenting/Recording Information —
Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
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| Communicating with Supervisors, Peers, or Subordinates —
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
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| Monitor Processes, Materials, or Surroundings —
Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
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| Identifying Objects, Actions, and Events —
Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
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| Processing Information —
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
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| Establishing and Maintaining Interpersonal Relationships —
Developing constructive and cooperative working relationships with others, and maintaining them over time.
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| Evaluating Information to Determine Compliance with Standards —
Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
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| Resolving Conflicts and Negotiating with Others —
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
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| Updating and Using Relevant Knowledge —
Keeping up-to-date technically and applying new knowledge to your job.
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| Organizing, Planning, and Prioritizing Work —
Developing specific goals and plans to prioritize, organize, and accomplish your work.
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| Judging the Qualities of Things, Services, or People —
Assessing the value, importance, or quality of things or people.
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| Communicating with Persons Outside Organization —
Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
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| Performing Administrative Activities —
Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
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| Interpreting the Meaning of Information for Others —
Translating or explaining what information means and how it can be used.
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| Analyzing Data or Information —
Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
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| Coordinating the Work and Activities of Others —
Getting members of a group to work together to accomplish tasks.
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| Training and Teaching Others —
Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
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| Thinking Creatively —
Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
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| Developing and Building Teams —
Encouraging and building mutual trust, respect, and cooperation among team members.
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| Assisting and Caring for Others —
Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
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| Inspecting Equipment, Structures, or Material —
Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
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| Estimating the Quantifiable Characteristics of Products, Events, or Information —
Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
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| Performing for or Working Directly with the Public —
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
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| Scheduling Work and Activities —
Scheduling events, programs, and activities, as well as the work of others.
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| Coaching and Developing Others —
Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
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| Developing Objectives and Strategies —
Establishing long-range objectives and specifying the strategies and actions to achieve them.
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| Guiding, Directing, and Motivating Subordinates —
Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
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| Selling or Influencing Others —
Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
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| Provide Consultation and Advice to Others —
Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
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| Nature of the Work |
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| Working Conditions |
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(Abstract from Career Articles) |
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Customer Service Representatives |
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Although customer service representatives can work in a variety of settings, most work in areas that are clean and well lit. Many work in call or customer contact centers. In this type of environment, workers generally have their own workstation or cubicle space equipped with a telephone, headset, and computer. Because many call centers are open extended hours, beyond the traditional work day, or are staffed around the clock, these positions may require workers to take on early morning, evening, or late night shifts. Weekend or holiday work also may be necessary. As a result, the occupation is well suited to flexible work schedules. Nearly 1 out of 5 customer service representatives work part time. The occupation also offers the opportunity for seasonal work in certain industries, often through temporary help agencies. |
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Read More >> |
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| Interesting Fact |
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| Small businesses typically create 60-80% of net new jobs each year. |
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| Did you know... |
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| The MyPlan.com Jr. College Database provides detailed profiles on more than 1,100 different community colleges in the U.S. |
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