Customer Service Representatives

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About the Job

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

It is also Called

  • 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
View All

What They Do

  • 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.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • 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.
  • 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.

Interests

People who work in this occupation generally have the interest code: ESC.

This means people who work in this occupation generally have Enterprising interests, but also prefer Social and Conventional environments.

Work Values

People who work in this occupation generally prize Relationships, but also value Support and Independence in their jobs.

Things They Need to Know

  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Clerical - 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.
  • Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

Things They Need to Be Able to Do

  • Speaking - Talking to others to convey information effectively.
  • Active Listening - 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.
  • Service Orientation - Actively looking for ways to help people.
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Persuasion - Persuading others to change their minds or behavior.
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Education Required

These occupations usually require a high school diploma.

Wages

In 2016, the average annual wage in Kansas City, MO-KS was $36,070 with most people making between $21,820 and $53,140

Outlook

10.09%
avg. annual growth

During 2014, this occupation employed approximately 10,431 people in Kansas City, MO-KS. It is projected that there will be - employed in 2024.

This occupation will have about 1,052 openings due to growth and about 2,569 replacement openings for approximately 3,621 total annual openings.



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