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Customer Service Representatives

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.

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    Work Activities

    Work Activities

    • Solicit sales of new or additional services or products.
    • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
    • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
    • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
    • 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.
    • Check to ensure that appropriate changes were made to resolve customers' problems.
    • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
    • Determine charges for services requested, collect deposits or payments, or arrange for billing.
    • Refer unresolved customer grievances to designated departments for further investigation.
    • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
    • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
    • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
    • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
    • Determine charges for services requested, collect deposits or payments, or arrange for billing.
    • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
    • Review insurance policy terms to determine whether a particular loss is covered by insurance.
    • Order tests that could determine the causes of product malfunctions.
    • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

    Skills

    • Social Perceptiveness

      Understanding people's reactions.

    • Coordination

      Changing what is done based on other people's actions.

    • Persuasion

      Talking people into changing their minds or their behavior.

    • Instructing

      Teaching people how to do something.

    • Service Orientation

      Looking for ways to help people.

    • Complex Problem Solving

      Noticing a problem and figuring out the best way to solve it.

    • Writing

      Writing things for co-workers or customers.

    • Speaking

      Talking to others.

    • Systems Analysis

      Figuring out how a system should work and how changes in the future will affect it.

    • Equipment Maintenance

      Planning and doing the basic maintenance on equipment.

    • Time Management

      Managing your time and the time of other people.

    • Quality Control Analysis

      Testing how well a product or service works.

    • Operations Analysis

      Figuring out what a product or service needs to be able to do.

    • Operations Monitoring

      Watching gauges, dials, or display screens to make sure a machine is working.

    • Programming

      Writing computer programs.

    • Reading Comprehension

      Reading work-related information.

    • Active Listening

      Listening to others, not interrupting, and asking good questions.

    • Management of Financial Resources

      Making spending decisions and keeping track of what is spent.

    • Management of Material Resources

      Managing equipment and materials.

    • Management of Personnel Resources

      Selecting and managing the best workers for a job.

    • Science

      Using scientific rules and strategies to solve problems.

    • Monitoring

      Keeping track of how well people and/or groups are doing in order to make improvements.

    • Negotiation

      Bringing people together to solve differences.

    • Judgment and Decision Making

      Thinking about the pros and cons of different options and picking the best one.

    • Troubleshooting

      Figuring out what is causing equipment, machines, wiring, or computer programs to not work.

    • Installation

      Installing equipment, machines, wiring, or computer programs.

    • Technology Design

      Making equipment and technology useful for customers.

    • Equipment Selection

      Deciding what kind of tools and equipment are needed to do a job.

    • Critical Thinking

      Thinking about the pros and cons of different ways to solve a problem.

    • Active Learning

      Figuring out how to use new ideas or things.

    • Learning Strategies

      Using the best training or teaching strategies for learning new things.

    • Mathematics

      Using math to solve problems.

    • Operation and Control

      Using equipment or systems.

    • Systems Evaluation

      Measuring how well a system is working and how to improve it.

    • Repairing

      Repairing machines or systems using the right tools.

    WorkKeys®

    Applied Math
    4
    Workplace Documents
    4
    Graphic Literacy
    4

    Abilities

    • Visual Color Discrimination

      Noticing the difference between colors, including shades and brightness.

    • Glare Sensitivity

      Seeing something even if there is a glare or very bright light.

    • Memorization

      Remembering words, numbers, pictures, or steps.

    • Originality

      Creating new and original ideas.

    • Problem Sensitivity

      Noticing when problems happen.

    • Deductive Reasoning

      Using rules to solve problems.

    • Inductive Reasoning

      Making general rules or coming up with answers from lots of detailed information.

    • Number Facility

      Adding, subtracting, multiplying, or dividing.

    • Speed of Closure

      Quickly knowing what you are looking at.

    • Multilimb Coordination

      Using your arms and/or legs together while sitting, standing, or lying down.

    • Arm-Hand Steadiness

      Keeping your arm or hand steady.

    • Visualization

      Imagining how something will look after it is moved around or changed.

    • Oral Comprehension

      Listening and understanding what people say.

    • Written Expression

      Communicating by writing.

    • Speed of Limb Movement

      Quickly moving your arms and legs.

    • Fluency of Ideas

      Coming up with lots of ideas.

    • Wrist-Finger Speed

      Making fast, simple, repeated movements of your fingers, hands, and wrists.

    • Category Flexibility

      Grouping things in different ways.

    • Spatial Orientation

      Knowing where things are around you.

    • Perceptual Speed

      Quickly comparing groups of letters, numbers, pictures, or other things.

    • Oral Expression

      Communicating by speaking.

    • Selective Attention

      Paying attention to something without being distracted.

    • Dynamic Strength

      Exercising for a long time without your muscles getting tired.

    • Extent Flexibility

      Bending, stretching, twisting, or reaching with your body, arms, and/or legs.

    • Near Vision

      Seeing details up close.

    • Hearing Sensitivity

      Telling the difference between sounds.

    • Sound Localization

      Noticing the direction that a sound came from.

    • Speech Clarity

      Speaking clearly.

    • Written Comprehension

      Reading and understanding what is written.

    • Finger Dexterity

      Putting together small parts with your fingers.

    • Control Precision

      Quickly changing the controls of a machine, car, truck or boat.

    • Trunk Strength

      Using your lower back and stomach.

    • Stamina

      Exercising for a long time without getting out of breath.

    • Dynamic Flexibility

      Quickly and repeatedly bending, stretching, twisting, or reaching out with your body, arms, and/or legs.

    • Gross Body Coordination

      Moving your arms, legs, and mid-section together while your whole body is moving.

    • Gross Body Equilibrium

      Keeping your balance or staying upright.

    • Far Vision

      Seeing details that are far away.

    • Night Vision

      Seeing at night or under low light.

    • Peripheral Vision

      Seeing something to your side when your are looking ahead.

    • Depth Perception

      Deciding which thing is closer or farther away from you, or deciding how far away it is from you.

    • Auditory Attention

      Paying attention to one sound while there are other distracting sounds.

    • Speech Recognition

      Recognizing spoken words.

    • Time Sharing

      Doing two or more things at the same time.

    • Reaction Time

      Quickly moving your hand, finger, or foot based on a sound, light, picture or other command.

    • Manual Dexterity

      Holding or moving items with your hands.

    • Response Orientation

      Quickly deciding if you should move your hand, foot, or other body part.

    • Flexibility of Closure

      Seeing hidden patterns.

    • Static Strength

      Lifting, pushing, pulling, or carrying.

    • Mathematical Reasoning

      Choosing the right type of math to solve a problem.

    • Rate Control

      Changing when and how fast you move based on how something else is moving.

    • Explosive Strength

      Jumping, sprinting, or throwing something.

    • Information Ordering

      Ordering or arranging things.

    Knowledge

    • Medicine and Dentistry

      Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.

    • Philosophy and Theology

      Knowledge of different philosophical systems and religions. This includes their basic principles, values, ethics, ways of thinking, customs, practices, and their impact on human culture.

    • Psychology

      Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

    • Food Production

      Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques.

    • Computers and Electronics

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

    • Biology

      Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.

    • Building and Construction

      Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.

    • Sociology and Anthropology

      Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures, and their history and origins.

    • Transportation

      Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.

    • English Language

      Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

    • Education and Training

      Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

    • Law and Government

      Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.

    • Geography

      Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.

    • Mathematics

      Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

    • Telecommunications

      Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

    • 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.

    • Economics and Accounting

      Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.

    • 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.

    • Production and Processing

      Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.

    • Therapy and Counseling

      Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.

    • History and Archeology

      Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures.

    • Personnel and Human Resources

      Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

    • Engineering and Technology

      Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

    • Design

      Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.

    • Mechanical

      Knowledge of machines and tools, including their designs, uses, repair, and maintenance.

    • Chemistry

      Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods.

    • Physics

      Knowledge and prediction of physical principles, laws, their interrelationships, and applications to understanding fluid, material, and atmospheric dynamics, and mechanical, electrical, atomic and sub-atomic structures and processes.

    • Fine Arts

      Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture.

    • Public Safety and Security

      Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.

    • Foreign Language

      Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.

    • 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.

    • 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.

    • Sales and Marketing

      Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

    Career Video

    Additional videos and more information available on CareerOneStop

    Pay

    • Ohio Annual Salary 37220/yr
    • Typical Salary
    • Ohio Hourly Wage 17.89/hr
    • Typical Hourly Wage

    Ohio Employment Trends

    • Currently Employed 115,960
    • Yearly Projected Openings 14440

    Typical Education

    Personality

    Enterprising: People interested in this work like activities that include leading, making decisions, and business.They do well at jobs that need:
    • Dependability
    • Attention to Detail
    • Self Control
    • Stress Tolerance
    • Integrity
    • Adaptability/Flexibility

    Tools

    • Autodialers
    • Automated attendant systems
    • Automatic call distributor ACD
    • Cash registers
    • Desktop computers
    • Digital telephones
    • Global positioning system GPS receiver
    • Music or message on hold player
    • Personal digital assistant PDAs or organizers
    • Phone headsets
    • Scanners
    • Special purpose telephones
    • Standalone telephone caller identification

    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
    • Desktop communications software
    • Desktop publishing software
    • Document management software
    • Electronic mail software
    • Enterprise resource planning ERP software
    • Enterprise system management software
    • Fax software
    • Financial analysis software
    • Graphics or photo imaging software
    • Helpdesk or call center software
    • Human resources software
    • Information retrieval or search software
    • Instant messaging software
    • Internet browser software
    • Internet protocol IP multimedia subsystem software
    • Materials requirements planning logistics and supply chain software
    • Medical software
    • Mobile messaging service software
    • Multi-media educational software
    • Network conferencing software
    • Network security and virtual private network VPN equipment software
    • Office suite software
    • Operating system software
    • Point of sale POS software
    • Presentation software
    • Project management software
    • Spreadsheet software
    • Time accounting software
    • Transaction security and virus protection software
    • Video conferencing software
    • Video creation and editing software
    • Voice recognition software
    • Web page creation and editing software
    • Word processing software

    Tags

    • InDemand occupations are considered a priority by the state of Ohio.
    • Apprenticeships are available for this occupation. These programs can help you get hands-on experience and build your skills.
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