O*NET Career Intelligence

Customer Service Representatives

SOC 43-4051.00

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Green Occupation Zone 2 Office and Administrative Support

Skills

Knowledge

Job Zone

Yes

Green

Top Skills 8

Active Listening

3.9

Speaking

3.9

Service Orientation

3.8

Reading Comprehension

3.4

Critical Thinking

3.1

Persuasion

3.1

Active Learning

3.0

Monitoring

3.0

Knowledge Areas 8

Customer and Personal Service

4.5

English Language

3.6

Clerical

3.5

Computers and Electronics

3.3

Mathematics

2.8

Communications and Media

2.6

Telecommunications

2.6

Sales and Marketing

2.3

Key Tasks

1Confer 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.

2Check to ensure that appropriate changes were made to resolve customers' problems.

3Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

4Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

5Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Also Known As

Account Adjuster Account Manager Account Representative Adjustment Clerk At Home Independent Call Center Agent Automotive Service Advisor Automotive Service Writer Bill Adjuster Call Center Representative Claim Adjuster