Typical 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.
Refer unresolved customer grievances to designated departments for further investigation.
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.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
A day in the life
What kind of work is this?
Conventional
Organized, Procedural Work
Enterprising
Business based Work
Social
Working with people
What personality traits do you need to succeed?
Dependability
Self-Control
Attention to Detail
Stress Tolerance
Integrity
Adaptability/Flexibility
What key skills are needed for this job?
Active Listening
Service Orientation
Speaking
Reading Comprehension
Critical Thinking
Complex Problem Solving
Expected Knowledge
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.
Administration and Management
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.
Common Activities
Communicating with Supervisors, Peers, or Subordinates
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Working with Computers
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
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.
