Description
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.
Interests
- Conventional
- Enterprising
- Social
Work Values
- Relationships
- Support
- Independence
Work Styles
- Dependability
- Attention to Detail
- Self-Control
- Stress Tolerance
- Integrity
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.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- 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.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
Work Activities
- Communicating with Supervisors, Peers, or Subordinates
- Working with Computers
- Communicating with People Outside the Organization
- Performing for or Working Directly with the Public
- Processing Information
Detailed Work 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.
- 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.
- Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
- Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
- Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
- Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
Technology Skills
- Customer relationship management CRM software
- Data base user interface and query software
- Enterprise resource planning ERP software
- Medical software
- Electronic mail software
Skills
- Active Listening
- Service Orientation
- Speaking
- Reading Comprehension
- Critical Thinking
Knowledge
- Customer and Personal Service
- English Language
- Administration and Management
- Sales and Marketing
- Mathematics
Most Common Education Level
The “Most Common Education Level” refers to the level of education held by the majority of workers in a given occupation. For example, if the highest percentage of workers in a role have an Associate’s Degree, that suggests this is the typical educational requirement. Knowing this helps you plan how many years of education you may need to pursue that career.
Certificates
Certificate name
SAP Certified Associate - Data Engineer - Data FabricCertifying Organization
SAP America, Inc.
Type
Product/Equipment
Certificate name
Accredited Customer Service RepresentativeCertifying Organization
The Institutes
Type
Core
Certificate name
Digital Business AutomationCertifying Organization
BMC Software, Inc.
Type
Product/Equipment
Income Percentile
The income percentiles show how earnings are distributed within a profession. The 10th percentile means that 10% of workers earned less than that amount. The median (50th percentile) indicates that half of workers earned more, and half earned less. The 90th percentile reflects what the top 10% of earners in the field make.
| Income Percentile | Income |
|---|---|
| Low (10%) | $NaN |
| Median (50%) | $NaN |
| High (90%) | $NaN |
Income by Experience
This table shows how income typically grows with experience—from entry level (0–2 years), to mid-level (3–7 years), to senior level (8+ years).
| Experience | Income |
|---|---|
| Entry Level | $50,000 |
| Mid Level | $100,000 |
| Senior Level | $150,000 |
Employability
There are currently 2,954,600 jobs in this career path. Over the next 10 years, that number is expected to decrease to 2,805,800 positions, reflecting a projected decline of -5%.
The Projected Job Growth figure refers to the expected increase or decrease in employment within a specific career field over a certain period of time.
Projected Job Growth of -5%
The career information and data on this site incorporates information from O*NET Web Services by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), with ONET® being a registered trademark of USDOL/ETA. Used under the CC BY 4.0 license. O*NET® is a trademark of USDOL/ETA; CareerOneStop, sponsored by the U.S. Department of Labor, Employment and Training Administration (DOLETA) and the Minnesota Department of Employment and Economic Development (DEED); and the U.S. Bureau of Labor Statistics (BLS).
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