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Customer Service Representatives

Also called: Account Representative, Call Center Representative, Customer Service Agent, Customer Service Representative (Customer Service Rep)

What they do:
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
On the job, you would:
  • 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.

Knowledge

Business
  • customer service
  • administrative services
Arts and Humanities
  • English language
Engineering and Technology
  • computers and electronics

Skills

Basic Skills
  • listening to others, not interrupting, and asking good questions
  • talking to others
Social
  • looking for ways to help people
  • talking people into changing their minds or their behavior

Abilities

Verbal
  • communicate by speaking
  • listen and understand what people say
Ideas and Logic
  • notice when problems happen
  • use rules to solve problems

Personality

People interested in this work like activities that include leading, making decisions, and business.
They do well at jobs that need:
  • Attention to Detail
  • Cooperation
  • Integrity
  • Dependability
  • Concern for Others
  • Self Control

Technology

You might use software like this on the job:

Customer relationship management CRM software
  • Avidian Technologies Prophet
  • SSA Global software
Electronic mail software
  • Astute Solutions PowerCenter
  • IBM Lotus Notes
Enterprise resource planning ERP software
  • Intuit QuickBooks Enterprise Solutions software
  • Sage MAS 200

Education

Education: (rated 2 of 5)
high school diploma/GED or
bachelor's degree
usually needed

Get started on your career:

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Job Outlook

Bright Outlook
New job opportunities are very likely in the future.
Salary
$30,870
per year, on average
Green
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See more details at O*NET OnLine about customer service representatives.