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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

    • 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.
    • Check to ensure that appropriate changes were made to resolve customers' problems.
    • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
    • Refer unresolved customer grievances to designated departments for further investigation.
    • Determine charges for services requested, collect deposits or payments, or arrange for billing.
    • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
    • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
    • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
    • Solicit sales of new or additional services or products.
    • Order tests that could determine the causes of product malfunctions.
    • 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.
    • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
    • 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.

    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.

    WorkKeys®

    Applied Math
    4
    Workplace Documents
    4
    Graphic Literacy
    4

    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.

    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.

    • 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.

    Career Video

    Additional videos and more information available on CareerOneStop

    Pay

    • Ohio Annual Salary 35830/yr
    • Typical Salary
    • Ohio Hourly Wage 17.23/hr
    • Typical Hourly Wage

    Ohio Employment Trends

    • Currently Employed 100,810
    • Yearly Projected Openings 12,690

    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:
    • Attention to Detail
    • Cooperation
    • Integrity
    • Dependability
    • Concern for Others
    • Self Control

    Tools

    • Standalone telephone caller identification
    • Cash registers
    • Automatic call distributor ACD
    • Automated attendant systems
    • Autodialers

    Technology

    • Enterprise resource planning ERP software
    • Electronic mail software
    • Data base user interface and query software
    • Customer relationship management CRM software
    • Accounting software

    Tags

    • InDemand occupations are considered a priority by the state of Ohio.
    • Bright Outlook occupations will grow rapidly in the next few years, have a large number of openings, or are new and emerging careers.
    Need help on researching occupations and careers? Download the Guide to Researching Occupations (PDF).

    Need help on how to research education and training programs? Download the Guide to Higher Education (PDF).

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    Workforce Supply Tool

    Workforce Supply Tool

    The Workforce Supply Tool provides statistics for the occupations in highest demand throughout Ohio.

    You can view statewide statistics as well as more region specific information.

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