Career Details
Career Details
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Career Details
43-4051.00 - Customer Service Representatives
43-4051.00 - Customer Service Representatives
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.
Key Facts
Bright Outlook
1
Career Details
Green Job
Career Details
Current Employment
2,581,800
Estimate
Forecasted Employment
2,834,800
Estimate
Change in Employment
+252,900
Estimate
Change in Employment %
+9.8%
Estimate
Tasks
Tasks
The tasks listed below can be performed to prepare you for a career in this field.
Core
- 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.
- 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.
- 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.
Supplemental
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- 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.
- Solicit sales of new or additional services or products.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Order tests that could determine the causes of product malfunctions.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Knowledge
Knowledge
The items listed below are organized into sections that contain knowledge useful for pursuing a career in this field. Each section also contains a "Percentage of Importance" statistic that shows how relevant an item is to the occupation.
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Tools
Tools
The tools listed below include machines, equipment, tools, and software that is useful for individuals who are interested in this career.
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Technology
Technology
The technologies listed below include machines, equipment, tools, and software that is useful for individuals who are interested in this career.
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Certifications
Certifications
The certifications listed below are useful to pursue if you are interested in a career in this field.
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Licensing
Licensing
The licensing information below is organized into sections and is useful for pursuing if you are interested in a career in this field.
No specific licensing information is listed for this occupation in the area you have selected.
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Related Programs
Online Programs related to this career, offered by participating institution(s), are listed below.
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