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.
- Tasks
- 13 tasks7 core, 6 supplemental
- Family
- Office & Administrative SupportOne of its 55 occupations
- Code
- 43-4051.00SOC 2018: 43-4051
What the work is made of
7 core tasks and 6 supplemental, each quoted as published, with the survey it came from.
Core: central to the jobSupplemental: done by some, not all
- Task 1. 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.Core taskTask 18565Rated by 73 people who do the job, August 2022
- Task 2. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.Core taskTask 2578Rated by 73 people who do the job, August 2022
- Task 3. Check to ensure that appropriate changes were made to resolve customers' problems.Core taskTask 2580Rated by 73 people who do the job, August 2022
- Task 4. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.Core taskTask 2581Rated by 73 people who do the job, August 2022
- Task 5. Determine charges for services requested, collect deposits or payments, or arrange for billing.Core taskTask 2583Rated by 72 people who do the job, August 2022
- Task 6. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.Core taskTask 2584Rated by 72 people who do the job, August 2022
- Task 7. Refer unresolved customer grievances to designated departments for further investigation.Core taskTask 2582Rated by 72 people who do the job, August 2022
- Task 8. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.Supplemental taskTask 2579Rated by 71 people who do the job, August 2022
- Task 9. Review insurance policy terms to determine whether a particular loss is covered by insurance.Supplemental taskTask 2587Rated by 71 people who do the job, August 2022
- Task 10. Solicit sales of new or additional services or products.Supplemental taskTask 2586Rated by 73 people who do the job, August 2022
- Task 11. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.Supplemental taskTask 2589Rated by 72 people who do the job, August 2022
- Task 12. 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.Supplemental taskTask 2585Rated by 72 people who do the job, August 2022
- Task 13. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.Supplemental taskTask 2591Rated by 72 people who do the job, August 2022
Where this comes from
Quoted from the U.S. Department of Labor, and credited. Nothing on this page is written by us.
How we copy and credit sources- Published byO*NET 29.0, U.S. Department of LaborEmployment and Training Administration
- ClassificationStandard Occupational Classification 2018, 43-4051
- LicenseCC BY 4.0Free to copy and reuse, with credit
- Changed by usNothing.
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