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Customer Service Representatives - 43-4051.00

O*NET-SOC Description

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

Sample of Reported Job Titles

  • Account Manager
  • Account Representative
  • Call Center Representative
  • Client Services Representative
  • Customer Care Representative (CCR)
  • Customer Service Agent
  • Customer Service Representative (Customer Service Rep)
  • Customer Service Specialist
  • Member Services Representative
  • Sales Facilitator

SOC Occupation Groups

43-0000 Office and Administrative Support Occupations
43-4000 Information and Record Clerks
43-4050 Customer Service Representatives
43-4051.00 Customer Service Representatives

Related Occupations

Tasks

  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • 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.
  • 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.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • 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.
  • Order tests that could determine the causes of product malfunctions.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  • 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.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Solicit sales of new or additional services or products.

Detailed Work Activities

  • Calculate costs of goods or services.
  • Collect deposits, payments or fees.
  • Coordinate operational activities.
  • Discuss goods or services information with customers or patrons.
  • Execute sales or other financial transactions.
  • Inspect items for damage or defects.
  • Maintain financial or account records.
  • Prepare documentation for contracts, transactions, or regulatory compliance.
  • Promote products, services, or programs.
  • Provide notifications to customers or patrons.
  • Recommend packing or shipping methods.
  • Refer customers to appropriate personnel.
  • Respond to customer problems or complaints.
  • Review customer insurance information.

Military Crosswalk Titles

  • Customer Service Clerk (Navy - Enlisted)
  • CWO - Ship's Clerk (Navy - Warrant Officer only)
  • LDO - Administration (Navy - Commissioned Officer only)

Apprenticeship Crosswalk Titles

No information available.

DOT Crosswalk Titles

  • Claims Clerk
  • Complaint Clerk
  • Customer Service Representative
  • Customer-Complaint Clerk
  • Investigator, Utility-Bill Complaints
  • Return-To-Factory Clerk
  • Service Representative
  • Tire Adjuster