Customer Service Representatives
Customer Service Representatives is the O*NET name for people who interact with customers to provide basic or scripted information in response to routine inquiries about products and services. The skills rated most useful are service orientation, active listening, and speaking. You may also need to 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. The strongest interest signal is Conventional (6.3 of 7), then Enterprising (5.1) and Social, which gives it the code CES. Getting in usually takes a few months to a year of learning on the job, a level O*NET calls some preparation. People who want orderly work with data, records and clear procedures usually fit better here than those who need creative work with room for original expression.
What they do
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.
Main tasks
- 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.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- 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.
- 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.
Skills
- Service Orientation
- Active Listening
- Speaking
- Reading Comprehension
- Critical Thinking
- Time Management
Who this career fits
May suit you if
- You like clear rules and getting the details right.
- You like taking the lead and making the call.
- You want to start work after a short stretch of training.
- You are comfortable relying on service orientation and active listening.
May not suit you if
- You get restless with routine, records and exact procedures.
- You need creative expression to be a big part of your day. Artistic rates 1.0 out of 7 here.
- You want a career built on years of advanced study.
Interest profile
O*NET rates each occupation from 1 to 7 on six interest types. The code CES takes the three highest, and Conventional comes first here.
Preparation
Some preparation. Most people start with a high school diploma, then learn from experienced coworkers over a few months to a year.
Most-reported requirement in the O*NET survey: High School Diploma or the equivalent (such as a GED). This reflects what workers reported most often and is not a legal minimum. Licensing rules can differ by state or industry, so confirm what applies where you plan to work.
Also called
- Account Representative
- Call Center Representative
- Client Services Representative
- Customer Care Representative (CCR)
- Customer Service Agent
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This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET® is a trademark of USDOL/ETA.