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.

Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

Enterprising

Third Interest High-Point

First Interest High-Point

Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

Social

Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Conventional

Second Interest High-Point

Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.

Realistic

Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.

Investigative

Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.

Artistic

Job Zone Two: Some Preparation Needed

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.

Refer unresolved customer grievances to designated departments for further investigation.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

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.

Autodialing systems

Automatic call distribution ACD system

Calling line identification equipment

Cash registers

Desktop computers

Dialed number identification systems DNIS

Global positioning system GPS receivers

Multi-line telephone systems

On hold players

Personal digital assistants PDA

Predictive dialers

Scanners

Voice broadcasting systems

Wireless telephone headsets

Wireless telephone systems

Active Data Online WebChat

Adobe Systems Adobe Acrobat

Adobe Systems Adobe Flash

ADP Workforce Now

Apple macOS

Applied Systems Vision

AS/400 Database

Astute Solutions PowerCenter

Austin Logistics CallSelect

Austin Logistics CallTech

Austin Logistics Valeo

Avidian Technologies Prophet

Blackbaud The Raiser's Edge

Citrix

Customer account management software

Customer complaint ticketing management software

Customer relationship management CRM software

Customer service and support software

Customer service knowledge generation software

Data entry software

Delphi Technology

DSC Pacer Interactive Voice Response System

eStara Softphone

Facebook

FileMaker Pro

Fund accounting software

Handheld computer device software

Healthcare common procedure coding system HCPCS

Hosted Support ezSupport Pro

Human resource management software HRMS

IBM Cognos Impromptu

IBM Domino

IBM Notes

IBM Power Systems software

Intuit QuickBooks

Intuit QuickBooks Enterprise Solutions

iShip

j2 Global Communications onebox

Kronos Workforce Timekeeper

LexisNexis

LinkedIn

Lynk Everest

Main Street Softworks Monetra

McAfee

Medical condition coding software

Medical procedure coding software

MEDITECH software

Microsoft Access

Microsoft Dynamics

Microsoft Dynamics GP

Microsoft Excel

Microsoft Internet Explorer

Microsoft Office

Microsoft Outlook

Microsoft PowerPoint

Microsoft Publisher

Microsoft SharePoint

Microsoft Windows

Microsoft Word

Multi-channel contact center software

NetSuite ERP

Open Text Fax Server, RightFax Edition

Oracle JD Edwards EnterpriseOne

Oracle PeopleSoft

Parature eRealtime

Parature eTicket

Sage 50 Accounting

Sage MAS 200

Sales force automation software

Salesforce software

Salesforce.com Salesforce CRM

SAP Business Objects

ShoreTel

Stamps.com software

SugarSync

Symantec

Telemation e-CRM

Timpani Chat

Timpani Contact Center

Timpani Email

Unified messaging software

Virtual private networking VPN software

Yardi

YouTube

Director, Customer Experience and Digital

That I lacked experience (with every role I took), that my strong personality was going to get in the way of my success.

Lena Daley

Director, Customer Experience and Digital

Education

Career

Career Roadmap

My work combines:

My work combines:

Technology

Numbers

Learning / Being Challenged

Recommended Education

Hurdles

The Noise I Shed

From Peers:

Lena Daley

Director, Customer Experience and Digital

Education

Career

Career Roadmap

My work combines:

My work combines:

Technology

Numbers

Learning / Being Challenged

Recommended Education

My career is not related to what I studied. I'd recommend this path instead:

Hurdles

The Noise I Shed

From Peers:

Related Leaders