Customer Service Representatives


Also called : Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (Customer Service Rep),

What they do


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.

On the job, one would


  • Review insurance policy terms to determine whether a particular loss is covered by insurance.

  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

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;

  • Attention to Detail
    Job requires being careful about detail and thorough in completing work tasks.

  • Cooperation
    Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

  • Integrity
    Job requires being honest and ethical.

  • Dependability
    Job requires being reliable, responsible, and dependable, and fulfilling obligations.

  • Concern for Others
    Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.

  • Self-Control
    Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

  • Stress Tolerance
    Job requires accepting criticism and dealing calmly and effectively with high-stress situations.

  • Adaptability/Flexibility
    Job requires being open to change (positive or negative) and to considerable variety in the workplace.

  • Independence
    Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.

  • Social Orientation
    Job requires preferring to work with others rather than alone, and being personally connected with others on the job.

TECHNOLOGY

  • Access software

  • Accounting software

  • Backup or archival software

  • Business intelligence and data analysis software

  • Cloud-based data access and sharing software

  • Communications server software

  • Computer based training software

  • Contact center software

  • Customer relationship management CRM software

  • Data base reporting software

  • Data base user interface and query software

EDUCATION AND TRAINING

  • Preparation

    Some Preparation Needed

  • Education

    High school diploma.

  • Experience

    Some previous work-related skill, knowledge, or experience is usually needed.

  • Jobtraining

    Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.

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