Customer Service Representatives

Also called: Account Adjuster, Account Representative, Adjustment Clerk, Automotive Service Advisor, Automotive Service Writer

jobs advertised

courses available

Varies

estimated salary

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.

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.
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.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
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.
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.
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Work Context

Telephone — 100% responded "Every day".
Contact With Others — 85% responded "Constant contact with others".
Electronic Mail — 75% responded "Every day".
Face-to-Face Discussions — 66% responded "Every day".
Importance of Being Exact or Accurate — 58% responded "Extremely important".
Indoors, Environmentally Controlled — 84% responded "Every day".
Importance of Repeating Same Tasks — 52% responded "Extremely important".

Work Activities

Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
Interacting 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 Persons Outside 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.
Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.

Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.

Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.

Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.

Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Detailed Work Activities

Discuss goods or services information with customers or patrons.
Maintain financial or account records.
Respond to customer problems or complaints.
Execute sales or other financial transactions.
Respond to customer problems or complaints.
Provide notifications to customers or patrons.

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.

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.

Speaking

Talking to others to convey information effectively.

Service Orientation

Actively looking for ways to help people.

Reading Comprehension

Understanding written sentences and paragraphs in work related documents.

Oral Comprehension

The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression

The ability to communicate information and ideas in speaking so others will understand.

Speech Clarity

The ability to speak clearly so others can understand you.

Speech Recognition

The ability to identify and understand the speech of another person.

People interested in this work like activities that include ideas, thinking, and figuring things out.

They do well at jobs that need:

Achievement/Effort

Persistence

Initiative

Leadership

Cooperation

Concern for Others

Social Orientation

Self Control

You might use software like this on the job:

Enterprise resource planning ERP software

Oracle PeopleSoft
NetSuite ERP
Sage MAS 200
SAP
SAP Business Objects
Microsoft Dynamics GP
Intuit QuickBooks Enterprise Solutions
Oracle JD Edwards EnterpriseOne
Microsoft Dynamics

Office suite software

Google Drive
Microsoft Office

Word processing software

Google Docs
Microsoft Word
Microsoft OneNote

Get started on your career:

New job opportunities are very likely in the future.

Find a job

Customer Service Representatives

Explore CalifjoSearch

Find a job

Explore CalifjoSearch

Modal Window