Projected Growth: Decline
Projected Job Openings
Some Preparation Needed
Your job is to Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Common job titles of Customer Service Representatives include:
Experience and Education
Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
67.15% said they needed a High School Diploma.
15.96% said they needed a Bachelor's Degree.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
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.
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.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Solicit sales of new or additional services or products.
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.
Refer unresolved customer grievances to designated departments for further investigation.
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Wireless telephone systems
Wireless telephone headsets
Voice broadcasting systems
Personal digital assistants PDA
On hold playersAll Tools
Multi-line telephone systems
Global positioning system GPS receivers
Dialed number identification systems DNIS
Calling line identification equipment
Automatic call distribution ACD system
Adobe Systems Adobe Creative Cloud
Adobe Systems Adobe Illustrator
ADP Workforce Now
IBM Cognos Impromptu
Intuit QuickBooks Enterprise SolutionsAll Technologies
Microsoft Dynamics GP
Microsoft Exchange Server
Sage MAS 200
SAP Business Objects
SAP Crystal Reports
Active Data Online WebChat
Adobe Systems Adobe Flash
Applied Systems Vision
Astute Solutions PowerCenter
Austin Logistics CallSelect
Austin Logistics CallTech
Austin Logistics Valeo
Avidian Technologies Prophet
Blackbaud The Raiser’s Edge
Customer account management software
Customer complaint ticketing management software
Customer service and support software
Customer service knowledge generation software
DSC Pacer Interactive Voice Response System
Handheld computer device software
Hosted Support ezSupport Pro
IBM Power Systems software
j2 Global Communications onebox
Kronos Workforce Timekeeper
Main Street Softworks Monetra
Medical procedure coding software
Multi-channel contact center software
Open Text Fax Server, RightFax Edition
Sales force automation software
Salesforce.com Salesforce CRM
Timpani Contact Center
Unified messaging software
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.
Talking to others to convey information effectively.
Actively looking for ways to help people.
Understanding written sentences and paragraphs in work related documents.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Persuading others to change their minds or behavior.
Understanding the implications of new information for both current and future problem-solving and decision-making.
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Being aware of others' reactions and understanding why they react as they do.
Managing one's own time and the time of others.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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.
Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.