Customer Service Representatives

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Also known as:  Complaint Clerk, Contact Center Specialist, Customer Complaint Clerk, Customer Contact Specialist, Customer Relations Representative, Customer Support Representative, Gas Distribution and Emergency Clerk, Passenger Relations Representative, Policyholder Information Clerk, Warranty Clerk

ABOUT CUSTOMER SERVICE REPRESENTATIVE CAREERS

VIDEO TRANSCRIPT Expand
Customer service representatives are considered a vital part of any organization that deals with consumers. Research has shown that people still prefer to talk to a live person instead of a machine when conducting business.

Depending on the type of company they work for, customer service rep ...
resentatives collect and verify information, create files, and perform various processing tasks, either by mail, telephone, or in person. They may spend hours a day in front of a computer, documenting the information they receive and must be familiar with the products or services their company provides.

A friendly personality, plus the ability to handle stress well, can come in handy, especially when serving a difficult customer. If you are looking for a flexible work schedule, this may be a good opportunity for you, since many organizations hire part-time and temporary workers.

There are no educational requirements for this occupation. If you have a pleasant personality, like talking to people and desire a flexible work schedule, being a customer service representative may be the right job for you.
SNAPSHOT Expand
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Leadership
HIGH
Critical decision making
HIGH
Level of responsibilities
LOW
Job challenge and pressure to meet deadlines
HIGH
Dealing and handling conflict
HIGH
Competition for this position
HIGH
Communication with others
HIGH
Work closely with team members, clients etc.
HIGH
Comfort of the work setting
HIGH
Exposure to extreme environmental conditions
LOW
Exposure to job hazards
LOW
Physical demands
LOW
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DAILY TASKS
Refer unresolved customer grievances to designated departments for further investigation.
Check to ensure that appropriate changes were made to resolve customers' problems.
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.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
MAIN ACTIVITIES Expand
Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
Communicating with Persons Outside Organization Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Processing Information Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Updating and Using Relevant Knowledge Keeping up-to-date technically and applying new knowledge to your job.
Organizing, Planning, and Prioritizing Work Developing specific goals and plans to prioritize, organize, and accomplish your work.
AREAS OF KNOWLEDGE Expand
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.
Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Mathematics Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Administration and Management Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Communications and Media Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Law and Government Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
KEY ABILITIES Expand
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.
Written Expression The ability to communicate information and ideas in writing so others will understand.
Written Comprehension The ability to read and understand information and ideas presented in writing.
Near Vision The ability to see details at close range (within a few feet of the observer).
Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
TOP SKILLS Expand
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.
Persuasion Persuading others to change their minds or behavior.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Writing Communicating effectively in writing as appropriate for the needs of the audience.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.