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Customer Service Representatives - 43-4051.00

O*NET-SOC Description

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.

Sample of Reported Job Titles

  • 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.
  • Process customer bills or payments.
  • 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.
  • Verify accuracy of financial or transactional data.

Military Crosswalk Titles

  • Customer Service Clerk (Navy - Enlisted)
  • Finance Technician (Marine Corps - Enlisted)
  • Financial Management and Comptroller (Air Force - Enlisted)
  • Financial Management and Comptroller Apprentice (Air Force - Enlisted)
  • Financial Management and Comptroller Craftsman (Air Force - Enlisted)
  • Financial Management and Comptroller Helper (Air Force - Enlisted)
  • Financial Management and Comptroller Journeyman (Air Force - Enlisted)
  • Financial Management and Comptroller Superintendent (Air Force - Enlisted)
  • Financial Management Resource Analyst (Marine Corps - Enlisted)
  • Financial Management Technician (Army - Enlisted)
  • Health Services Management (Air Force - Enlisted)
  • Health Services Management Apprentice (Air Force - Enlisted)
  • Health Services Management Craftsman (Air Force - Enlisted)
  • Health Services Management Helper (Air Force - Enlisted)
  • Health Services Management Journeyman (Air Force - Enlisted)
  • Health Services Management Superintendent (Air Force - Enlisted)
  • Logistics Specialist (Navy - Enlisted)
  • Marine Corps Community Services Marine (Marine Corps - Enlisted)
  • Personnel (Air Force - Enlisted)
  • Personnel Apprentice (Air Force - Enlisted)
  • Personnel Craftsman (Air Force - Enlisted)
  • Personnel Helper (Air Force - Enlisted)
  • Personnel Journeyman (Air Force - Enlisted)
  • Personnel Specialist (Navy - Enlisted)
  • Personnel Superintendent (Air Force - Enlisted)
  • Photojournalist (Air Force - Enlisted)
  • Photojournalist Apprentice (Air Force - Enlisted)
  • Photojournalist Apprentice, Journalist (Air Force - Enlisted)
  • Photojournalist Apprentice, Photographer (Air Force - Enlisted)
  • Photojournalist Craftsman (Air Force - Enlisted)
  • Photojournalist Helper (Air Force - Enlisted)
  • Photojournalist Helper, Journalist (Air Force - Enlisted)
  • Photojournalist Helper, Photographer (Air Force - Enlisted)
  • Photojournalist Journeyman (Air Force - Enlisted)
  • Retail Operator (Navy - Enlisted)
  • Retail Services Specialist (Navy - Enlisted)
  • Yeoman (Coast Guard - Enlisted)

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