Customer Service Representatives

KNOWLEDGE

• 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, rules of composition, and grammar.


• 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.


• Computers and Electronics
  Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

SKILLS

• 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.


• Speaking
  Talking to others to convey information effectively.


• 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.

ABILITIES

• Oral Comprehension
  The ability to listen to and understand information and ideas presented through spoken words and sentences.


• Oral Expression
  The ability to communicate information and ideas in speaking so others will understand.


• Speech Clarity
  The ability to speak clearly so others can understand you.


• Speech Recognition
  The ability to identify and understand the speech of another person.


• Near Vision
  The ability to see details at close range (within a few feet of the observer).

PERSONALITY

People interested in this work, will do well at jobs that need;