Career Details
Career Details

Career Details

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43-4051.00 - 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.


Key Facts
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Bright Outlook
1
Career Details
Green Job
Career Details
Current Employment
2,581,800
Estimate
Forecasted Employment
2,834,800
Estimate
Change in Employment
+252,900
Estimate
Change in Employment %
+9.8%
Estimate
Tasks
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Tasks
The tasks listed below can be performed to prepare you for a career in this field.
Core
  • 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.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • 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.
Supplemental
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • 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.
  • Solicit sales of new or additional services or products.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  • Order tests that could determine the causes of product malfunctions.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Knowledge
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Knowledge

The items listed below are organized into sections that contain knowledge useful for pursuing a career in this field. Each section also contains a "Percentage of Importance" statistic that shows how relevant an item is to the occupation.
 Customer and Personal Service
  • 89%
    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
  • 72%
    Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
 Clerical
  • 70%
    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
  • 66%
    Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
 Mathematics
  • 56%
    Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
 Communications and Media
  • 53%
    Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
 Telecommunications
  • 52%
    Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Tools
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Tools
The tools listed below include machines, equipment, tools, and software that is useful for individuals who are interested in this career.
 Call management systems or accessories
  • Autodialing systems
  • Automatic call distribution ACD system
  • Calling line identification equipment
  • Dialed number identification systems DNIS
  • On hold players
  • Predictive dialers
  • Voice broadcasting systems
 Calculating machines and accessories
  • Cash registers
 Computers
  • Desktop computers
  • Personal digital assistants PDA
 Audio and visual equipment
  • Global positioning system GPS receivers
 Personal communication devices
  • Multi-line telephone systems
  • Wireless telephone systems
 Computer data input devices
  • Scanners
 Personal communications device accessories or parts
  • Wireless telephone headsets
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Technology
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Technology
The technologies listed below include machines, equipment, tools, and software that is useful for individuals who are interested in this career.
 Information exchange software
  • Active Data Online WebChat
  • Astute Solutions PowerCenter
  • eStara Softphone
  • FaceTime
  • Google Meet
  • GroupMe
  • IBM NotesHOT
  • LogMeIn GoToMeeting
  • Microsoft ExchangeHOT
  • Microsoft OutlookHOT
  • Parature eRealtime
  • Timpani Chat
  • Unified messaging software
  • Zoom
 Content management software
  • Adobe Systems Adobe AcrobatHOT
  • Dropbox
 Content authoring and editing software
  • Adobe Systems Adobe Creative CloudHOT
  • Adobe Systems Adobe Flash
  • Adobe Systems Adobe IllustratorHOT
  • Adobe Systems Adobe PhotoshopHOT
  • Apple Keynote
  • FacebookHOT
  • Google DocsHOT
  • Google Sites
  • LinkedInHOT
  • Microsoft ExcelHOT
  • Microsoft OneNote
  • Microsoft PowerPointHOT
  • Microsoft Publisher
  • Microsoft WordHOT
  • Poll Everywhere
  • Social media sitesHOT
  • YouTubeHOT
 Business function specific software
  • ADP Workforce NowHOT
  • Google DriveHOT
  • Human resource management software HRMS
  • iShip
  • j2 Global Communications onebox
  • Microsoft OfficeHOT
  • Microsoft SharePointHOT
  • Microsoft Teams
  • Oracle TaleoHOT
  • Slack
 Data management and query software
  • Airtable
  • Applied Systems Vision
  • AS/400 Database
  • Austin Logistics CallSelect
  • Austin Logistics CallTech
  • Austin Logistics Valeo
  • Avidian Technologies Prophet
  • Blackbaud The Raiser's Edge
  • Customer account management software
  • Customer complaint ticketing management software
  • Customer relationship management CRM software
  • Customer service and support software
  • Customer service knowledge generation software
  • Data entry softwareHOT
  • FileMaker Pro
  • Hosted Support ezSupport Pro
  • IBM Cognos ImpromptuHOT
  • LexisNexis
  • Lynk Everest
  • Microsoft AccessHOT
  • Oracle softwareHOT
  • Parature eTicket
  • Sales force automation software
  • Salesforce softwareHOT
  • Salesforce.com Salesforce CRM
  • SAP Crystal ReportsHOT
  • Stamps.com software
  • Telemation e-CRM
  • YardiHOT
 Operating environment software
  • Apple macOSHOT
  • Handheld computer device software
  • Microsoft WindowsHOT
  • Palm OSHOT
 Networking software
  • CitrixHOT
  • IBM Domino
  • Multi-channel contact center software
  • Open Text Fax Server, RightFax Edition
  • ShoreTel
  • Timpani Contact Center
  • Timpani Email
 Finance accounting and enterprise resource planning ERP software
  • Delphi Technology
  • Fund accounting software
  • Intuit QuickBooksHOT
  • Intuit QuickBooks Enterprise SolutionsHOT
  • Kronos Workforce Timekeeper
  • Microsoft DynamicsHOT
  • Microsoft Dynamics GPHOT
  • NetSuite ERPHOT
  • Oracle E-Business Suite Financials
  • Oracle JD Edwards EnterpriseOneHOT
  • Oracle PeopleSoftHOT
  • Sage 50 Accounting
  • Sage MAS 200HOT
  • SAPHOT
  • SAP Business ObjectsHOT
  • Tax software
 Utility and device driver software
  • DSC Pacer Interactive Voice Response System
  • SugarSync
 Industry specific software
  • Healthcare common procedure coding system HCPCSHOT
  • Main Street Softworks Monetra
  • Medical condition coding softwareHOT
  • Medical procedure coding software
  • MEDITECH softwareHOT
 System management software
  • IBM Power Systems software
 Security and protection software
  • McAfee
  • SymantecHOT
  • Virtual private networking VPN softwareHOT
 Network applications software
  • Microsoft Internet Explorer
  • Skype
 Educational or reference software
  • Nearpod
  • Padlet
 Network management software
  • Voice over internet protocol VoiP system softwareHOT
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Certifications
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Certifications
FastForward at Virginia's Community Colleges is a short-term training program for high-demand industries, like healthcare, information technology, and skilled trades and infrastructure, helping Virginians get the jobs and salaries they need. Our goal is to get you trained, help you earn your certification, and get you into a career that can support you and your family. Explore the latest training program offerings by visiting FastForward
The certifications listed below are useful to pursue if you are interested in a career in this field.
 Advanced
 Product/Equipment
  • Oracle Fusion Customer Relationship Management 11g Sales Certified Implementation Specialist
    500 Oracle Parkway, Redwood Shores, CA 94065800-833-3536

  • IBM Certified Support Associate - Tivoli Support Provider Tools and Processes
    1133 Westchester Avenue White Plains, NY 10604404-238-1234 (outside U.S.)

  • Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System
    One Microsoft Way, Redmond, WA 98052-6399

  • Oracle CRM On Demand Certified Implementation Specialist
    500 Oracle Parkway, Redwood Shores, CA 94065800-833-3536

  • Siebel Customer Relationship Management (CRM) 8 Business Analyst
    500 Oracle Parkway, Redwood Shores, CA 94065800-833-3536

  • Microsoft Dynamics CRM 2011 Customization and Configuration
    One Microsoft Way, Redmond, WA 98052-6399

  • Microsoft Dynamics CRM 4.0 Applications
    One Microsoft Way, Redmond, WA 98052-6399

  • Microsoft Dynamics CRM 2011 Applications
    One Microsoft Way, Redmond, WA 98052-6399

  • HDI Desktop Support Technician
    121 South Tejon, Suite 1100, Colorado Springs, CO 80903

  • BMC Certified Operator: BMC BladeLogic Server Automation 8.1
    Certification Program, Mailstop 3.503A, 2101 City West Boulevard, Houston, TX 770427139182004

 Core
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Licensing
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Licensing
The licensing information below is organized into sections and is useful for pursuing if you are interested in a career in this field.
No specific licensing information is listed for this occupation in the area you have selected.
All data sourced from US Department of Labor, Employment & Training Administration O*Net Database.
Related Programs
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Programs related to this career, offered by participating institution(s), are listed below.

Clicking on the Degree programs in the list below will take you away from the Careers page.
INSTITUTION
PROGRAMS
Bridgewater College
 Programs
Eastern Shore Community College
 Programs
Paul D. Camp Community College
 Programs
Randolph-Macon College
 Programs
Southside Virginia Community College
 Programs
Tidewater Community College
 Programs
Wytheville Community College
 Programs