Business Management & Administration
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services.
Business Management & Administration Industry
Customer Service Representatives
Average
$38,100
ANNUAL
$18.32
HOURLY
Entry Level
$29,000
ANNUAL
$13.94
HOURLY
Mid Level
$37,080
ANNUAL
$17.83
HOURLY
Expert Level
$48,220
ANNUAL
$23.18
HOURLY
Customer Service Representatives
Job Titles
Entry Level
JOB TITLE
Probationary Customer Service Representative
Mid Level
JOB TITLE
Customer Service Representative
Expert Level
JOB TITLE
Supervisor Customer
Supporting Programs
Customer Service Representatives
Customer Service Representatives
01
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.
02
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
03
Check to ensure that appropriate changes were made to resolve customers' problems.
04
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
05
Determine charges for services requested, collect deposits or payments, or arrange for billing.
06
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
07
Refer unresolved customer grievances to designated departments for further investigation.
08
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
09
Review insurance policy terms to determine whether a particular loss is covered by insurance.
10
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
Customer Service Representatives
Common knowledge, skills & abilities needed to get a foot in the door.
KNOWLEDGE
Customer and Personal Service
KNOWLEDGE
English Language
KNOWLEDGE
Administration and Management
KNOWLEDGE
Sales and Marketing
KNOWLEDGE
Mathematics
SKILL
Active Listening
SKILL
Service Orientation
SKILL
Speaking
SKILL
Reading Comprehension
SKILL
Critical Thinking
ABILITY
Oral Comprehension
ABILITY
Oral Expression
ABILITY
Speech Clarity
ABILITY
Speech Recognition
ABILITY
Problem Sensitivity
Business Management & Administration
Not sure where to begin?
Career Exploration
