Customer Service Representatives

The work

Core tasks

1. 01Confer 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.
2. 02Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
3. 03Check to ensure that appropriate changes were made to resolve customers' problems.
4. 04Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
5. 05Determine charges for services requested, collect deposits or payments, or arrange for billing.
6. 06Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
7. 07Refer unresolved customer grievances to designated departments for further investigation.
8. 08Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
9. 09Review insurance policy terms to determine whether a particular loss is covered by insurance.
10. 10Solicit sales of new or additional services or products.
11. 11Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
12. 12Obtain 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.

Capabilities

Essential skills

Employment outlook

Where the role is heading