Customer Service Representatives
SOC: 43-4051.00

Description:

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


National Salary Information:

Hourly Statistics:

Annual Statistics:

Source: Bureau of Labor Statistics 2015 wage data.


Employment Projections:

Employment (2014):
2,581,800 employed

Projected (2024):
2,834,800 employed

Projected growth (2014-2024)


Source: Bureau of Labor Statistics 2015 2014-2024 employment projections external site. "Projected growth" represents the estimated change in total employment over the projections period (2014-2024). "Projected job openings" represent openings due to growth and replacement.


Alternate Titles:

  • Account Adjuster
  • Account Manager
  • Account Representative
  • Adjustment Clerk
  • At Home Independent Call Center Agent
  • Automotive Service Advisor
  • Automotive Service Writer
  • Bill Adjuster
  • Call Center Representative
  • Claim Adjuster
  • Claim Agent
  • Claim Approver
  • Claim Clerk
  • Claim Processor
  • Claim Representative
  • Claim Taker
  • Claims Assistant
  • Claims Clerk
  • Claims Customer Service Representative
  • Clerical Adjudicator
  • Client Relations Specialist
  • Client Services Representative
  • Client Support Professional
  • Commercial Lines Account Manager
  • Compensation Adjuster
  • Complaint Adjuster
  • Complaint Clerk
  • Customer Advocate
  • Customer Care Representative (CCR)
  • Customer Care Specialist
  • Customer Complaint Clerk
  • Customer Contact Specialist
  • Customer Relations Representative
  • Customer Service Agent
  • Customer Service Assistant
  • Customer Service Associate
  • Customer Service Clerk
  • Customer Service Consultant
  • Customer Service Coordinator
  • Customer Service Officer
  • Customer Service Representative (Customer Service Rep)
  • Customer Service Specialist
  • Customer Support Executive
  • Customer Support Manager
  • Field Service Representative
  • Film Replacement Orderer
  • Gas Distribution and Emergency Clerk
  • Hub Associate
  • Inbound Customer Service Representative
  • Lineman Service or Work Dispatcher
  • Lost and Found Clerk
  • Member Services Representative
  • Membership Coordinator
  • Merchandise Complaint Adjuster
  • Passenger Relations Representative
  • Phone Representative
  • Policyholder Information Clerk
  • Product Support Specialist
  • Return Clerk
  • Return-to-Factory Clerk
  • Sales Facilitator
  • Service Advocate Contact
  • Service Writer
  • Telephone Service Adviser
  • Tire Adjuster
  • Trouble Clerk
  • Utilities Customer Service Representative
  • Utility Bill Complaints Investigator
  • Verifying Specialist
  • Warranty Administrator
  • Warranty Clerk
  • Warranty Manager


  • Job Zone Two: Some Preparation Needed

    Experience:

    Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.

    Education:

    These occupations usually require a high school diploma.

    Job Training:

    Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.


    Required Skills:

  • Reading Comprehension
  • Active Listening
  • Writing
  • Speaking
  • Mathematics
  • Critical Thinking
  • Active Learning
  • Learning Strategies
  • Monitoring
  • Social Perceptiveness
  • Coordination
  • Persuasion
  • Negotiation
  • Instructing
  • Service Orientation
  • Complex Problem Solving
  • Operations Analysis
  • Technology Design
  • Programming
  • Operation Monitoring
  • Judgment and Decision Making
  • Systems Analysis
  • Systems Evaluation
  • Time Management
  • Management of Personnel Resources

  • Knowledge Used:

  • Administration and Management
  • Clerical
  • Economics and Accounting
  • Sales and Marketing
  • Customer and Personal Service
  • Personnel and Human Resources
  • Production and Processing
  • Computers and Electronics
  • Mathematics
  • Psychology
  • Geography
  • Education and Training
  • English Language
  • Foreign Language
  • Law and Government
  • Telecommunications
  • Communications and Media
  • Transportation


  • Tasks:

  • 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.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • 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.
  • Solicit sales of new or additional services or products.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  • 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.
  • 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.

  • Tools & Technology:

  • 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
  • Applied Systems Vision
  • AS/400 Database
  • Astute Solutions PowerCenter
  • Austin Logistics CallSelect
  • Austin Logistics CallTech
  • Austin Logistics Valeo
  • Avaya software
  • Avidian Technologies Prophet
  • Blackbaud The Raiser's Edge
  • 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
  • DSC Pacer Interactive Voice Response System
  • eStara Softphone
  • FileMaker Pro software
  • Handheld computer device software
  • Healthcare common procedure coding system HCPCS software
  • Hosted Support ezSupport Pro
  • Human resource management software HRMS
  • IBM Domino
  • IBM Notes
  • IBM Power Systems software
  • Intuit QuickBooks
  • Intuit QuickBooks Enterprise Solutions software
  • iShip
  • j2 Global Communications onebox
  • Kronos Workforce Timekeeper
  • LexisNexis software
  • Lynk Everest
  • Main Street Softworks Monetra
  • McAfee software
  • Medical condition coding software
  • Medical procedure coding software
  • MEDITECH software
  • Microsoft Access
  • Microsoft Dynamics GP
  • Microsoft Dynamics software
  • Microsoft Excel
  • Microsoft Internet Explorer
  • Microsoft Office software
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Publisher
  • Microsoft SharePoint software
  • Microsoft Windows
  • Microsoft Word
  • Multi-channel contact center software
  • Open Text Fax Server, RightFax Edition
  • Oracle JD Edwards EnterpriseOne
  • Oracle PeopleSoft software
  • Parature eRealtime
  • Parature eTicket
  • Sage 50 Accounting
  • Sage MAS 200
  • Sales force automation software
  • Salesforce.com Salesforce CRM
  • SAP software
  • ShoreTell software
  • SSA Global software
  • Stamps.com
  • SugarSync
  • Telemation e-CRM
  • Timpani Chat
  • Timpani Contact Center
  • Timpani Email
  • Unified messaging software


  • office and administrative support


    industry stats

    SOC: 43-0000

    Total Employed: 21,846,420

    Average Annual Salary: $36,330