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.
At a Glance
Customer Service Representatives earns a median of $42,830/yr with -5.5% projected growth. Typical entry: High school diploma or equivalent. Top skills: Customer and Personal Service, Communicating with Supervisors, Peers, or Subordinates, Slack.
$42,830/yr
-5.5%
342
High school diploma or equivalent
Skills & Requirements
Skills (5)
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.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Knowledge (7)
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.
Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Abilities (9)
The ability to communicate information and ideas in speaking so others will understand.
The ability to listen to and understand information and ideas presented through spoken words and sentences.
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
The ability to communicate information and ideas in writing so others will understand.
The ability to read and understand information and ideas presented in writing.
The ability to apply general rules to specific problems to produce answers that make sense.
Technology (26)
Work Activities (20)
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Keeping up-to-date technically and applying new knowledge to your job.
Observing, receiving, and otherwise obtaining information from all relevant sources.
Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
Analyzing information and evaluating results to choose the best solution and solve problems.
Getting members of a group to work together to accomplish tasks.
Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Translating or explaining what information means and how it can be used.
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
Scheduling events, programs, and activities, as well as the work of others.
Work Styles (2)
A tendency to be reliable, responsible, and consistent in meeting work-related obligations.
Careers with Overlapping Skills
These occupations share the most skills. A career transition between them means many of your skills transfer directly.
Secretaries and Administrative Assistants, Except Legal, Medical, and Executive
Office and Administrative Support · 250 shared skills
Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products
Sales and Related · 249 shared skills
General and Operations Managers
Management · 244 shared skills
Computer User Support Specialists
Computer and Mathematical · 244 shared skills
First-Line Supervisors of Office and Administrative Support Workers
Office and Administrative Support · 242 shared skills
Software Quality Assurance Analysts and Testers
Computer and Mathematical · 241 shared skills
Management Analysts
Business and Financial Operations · 238 shared skills
Software Developers
Computer and Mathematical · 238 shared skills
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