Occupation Summary

Customer Service Representatives

O*NET 43-4051.00

Description:

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Annual Wages:
$33,772.00
Employment Rate:
Employment is expected to increase by 14.23%.
Education Level:
High School Diploma (or GED or High School Equivalence Certificate). According to O*Net, the majority of people employed in this occupation have this level of education.
Endorsement:
Business and Industry

  1. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  2. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  3. Check to ensure that appropriate changes were made to resolve customers' problems.
  4. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  5. Refer unresolved customer grievances to designated departments for further investigation.
  6. Determine charges for services requested, collect deposits or payments, or arrange for billing.
  7. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  8. 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.
  9. Solicit sales of new or additional services or products.
  10. Review insurance policy terms to determine whether a particular loss is covered by insurance.
  11. Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
  12. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  13. Order tests that could determine the causes of product malfunctions.
  14. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  15. 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.

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National Industry Employment Patterns


Industry % of Customer Service Representatives employed Annual Growth Rate
Depository credit intermediation 4.3 -0.73
Grocery stores 3.1 0.55
Building material and supplies dealers 2.3 0.45
Wired telecommunications carriers 2.1 -2.74


Labor Market Information


2018 Statewide average hourly wage $16.24
2018 National average hourly wage $17.53
2016 National employment 2,784,500
2016 Texas employment 251,965
Texas projected employment by 2026 287,813
Texas projected annual employment and Turnover openings through 2026 37,629




TEXAS COUNTY MAP BY WORKFORCE DEVELOPMENT AREA
* Due to confidentiality rules, not all regions may have the data displayed. The sum of all the regions may not be equal to the state total.


Top 10 Relevant Knowledge Areas Relevant Importance Levels
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.
89.20%
English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
72.20%
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.
70.20%
Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
65.80%
Mathematics
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
56.00%
Communications and Media
Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
53.00%
Telecommunications
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
51.80%
Sales and Marketing
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
45.60%
Administration and Management
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
45.40%
Economics and Accounting
Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
44.00%


Top 10 Relevant Skill Areas Relevant Importance Levels
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.
77.60%
Speaking
Talking to others to convey information effectively.
77.60%
Service Orientation
Actively looking for ways to help people.
75.00%
Reading Comprehension
Understanding written sentences and paragraphs in work related documents.
67.60%
Persuasion
Persuading others to change their minds or behavior.
62.40%
Critical Thinking
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
62.40%
Active Learning
Understanding the implications of new information for both current and future problem-solving and decision-making.
60.00%
Monitoring
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
60.00%
Social Perceptiveness
Being aware of others' reactions and understanding why they react as they do.
60.00%
Time Management
Managing one's own time and the time of others.
60.00%


Top 10 Relevant Abilities Relevant Importance Levels
Oral Expression
The ability to communicate information and ideas in speaking so others will understand.
80.00%
Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences.
80.00%
Speech Clarity
The ability to speak clearly so others can understand you.
77.60%
Speech Recognition
The ability to identify and understand the speech of another person.
75.00%
Near Vision
The ability to see details at close range (within a few feet of the observer).
70.00%
Written Expression
The ability to communicate information and ideas in writing so others will understand.
70.00%
Problem Sensitivity
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
70.00%
Written Comprehension
The ability to read and understand information and ideas presented in writing.
67.60%
Deductive Reasoning
The ability to apply general rules to specific problems to produce answers that make sense.
65.00%
Inductive Reasoning
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
62.40%


  • 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.
Other Activities


  • Account for organizational funding
  • Advise clients and customers on technical matters
  • Analyze credit information
  • Analyze current and historical utility costs
  • Analyze legal questions
  • Answer calls using multi-line telephone systems
  • Answer questions from customers or the public
  • Answer questions from employees or colleagues
  • Approve product design or changes
  • Approve/Deny credit applications
  • Arrange teleconference calls
  • Authorize credit charges
  • Calculate rates for organization's products or services
  • Calculate Return on Investment (ROI)
  • Collect deposits, payments, funding, or fees
  • Collect overdue bills
  • Communicate details in protective services settings
  • Compile information on findings from investigation of accidents
  • Conduct informational presentations
  • Conduct interviews to gather information
  • Confer with customer representatives
  • Confer with customer to determine material, garment style, or makeup desired
  • Confer with customer to review terms of credit or payment plan
  • Confer with instructors or trainers
  • Confer with party responsible for individual taxpayer representation
  • Confer with service providers or manufacturers
  • Consult with customers concerning needs
  • Demonstrate goods or services to customers
  • Detect discrepancies in records or reports
  • Determine customer needs
  • Determine social service program status
  • Dictate correspondence to be recorded
  • Establish relationships with clients and customers
  • Evaluate customer opportunities
  • Evaluate importance of incoming telephone calls
  • Examine evidence to determine if it will support charges
  • Examine files or documents to obtain information
  • Examine financial documents to verify issue
  • Examine garment fit on customer or dress form
  • Examine returned parts for defects
  • Explain credit application information
  • Explain products to customers or customer representatives
  • Fill money changers in vending machines
  • Identify best product for customer's needs
  • Inform clients of fluctuations affecting account
  • Inspect work products to verify conformance to quality, specifications, damage, or codes
  • Investigate complaints, disturbances, or violations
  • Investigate customer complaints
  • Investigate insurance claims
  • Judge quality of facilities or service
  • Maintain business or financial records, reports, or files
  • Maintain cooperative working relationships with community service organizations
  • Maintain customer and account records
  • Maintain Customer Relationship Management (CRM) systems
  • Maintain relationships with clients and customers
  • Maintain relationships with stakeholders
  • Maintain relationships with vendors
  • Maintain telephone logs
  • Make travel reservations
  • Manage insurance claims
  • Measure customer for size
  • Negotiate payment arrangements with customers
  • Obtain information from clients, customers, or patients
  • Operate computers to enter, calculate, access, and retrieve data
  • Perform clerical duties such as typing, accepting orders, or sorting mail
  • Perform sales calls to solicit new business
  • Prepare billing statements
  • Prepare business, operational, or managerial reports
  • Prepare list of prospective customers
  • Prepare recommendations based upon research
  • Prepare records of customer charges
  • Prepare technical or scientific reports
  • Price merchandise ready for sale
  • Process account invoices
  • Process credit transaction
  • Process orders for merchandise, supplies, or services
  • Process returned merchandise
  • Provide assistance or direction to customers
  • Provide clerical assistance to customers or patients
  • Provide customer service
  • Provide information about facilities
  • Provide Notary service
  • Provide personal services
  • Read musical notations
  • Read utilities metering devices
  • Recommend claim action
  • Recommend customer payment plan
  • Refer callers to appropriate personnel
  • Rent items to customer
  • Resolve customer or public complaints
  • Resolve invoice, purchasing, funding, or payment discrepancies
  • Resolve worker or organizational conflicts or grievances
  • Respond to requests for information
  • Review customer instructions
  • Review customer records
  • Schedule individual, group, or organizational training
  • Sell products
  • Sell securities services
  • Sell services
  • Sign contracts with customers or clients
  • Solicit orders from established or new customers
  • Solve landscaping problems
  • Take complaints by phone, email, or in-person
  • Take customer orders
  • Take messages, notes, shorthand, and dictation
  • Train workers in use of equipment or computers
  • Transcribe spoken or written information
  • Verify completeness or accuracy of data
  • Verify information for credit investigations
  • Verify investigative information


  • Relationships
    - Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
  • Support
    - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.



Tools

Autodialers: Predictive dialers; Autodialing systems;

Automated attendant systems: Voice broadcasting systems;

Automatic call distributor ACD: Automatic call distribution ACD system;

Cash registers: Cash registers;

Desktop computers: Desktop computers;

Digital telephones: Wireless telephone systems;

Global positioning system GPS receiver: Global positioning system GPS receivers;

Music or message on hold player: On hold players;

Personal digital assistant PDAs or organizers: Personal digital assistants PDA;

Phone headsets: Wireless telephone headsets;

Scanners: Scanners;

Special purpose telephones: Multi-line telephone systems;

Standalone telephone caller identification: Calling line identification equipment; Dialed number identification systems DNIS;


Technology

Accounting software: Intuit QuickBooks; Sage 50 Accounting;

Backup or archival software: SugarSync;

Communications server software: ShoreTell software; IBM Domino;

Contact center software: Avaya software; Multi-channel contact center software; Timpani Contact Center; Timpani Email;

Customer relationship management CRM software: Telemation e-CRM; Parature eTicket; Sales force automation software; Salesforce.com Salesforce CRM; SSA Global software; Avidian Technologies Prophet; Customer account management software; Customer complaint ticketing management software; Customer relationship management CRM software; Customer service and support software; Applied Systems Vision; Austin Logistics CallSelect; Austin Logistics CallTech; Austin Logistics Valeo; Hosted Support ezSupport Pro; Lynk Everest;

Data base user interface and query software: Microsoft Access; Data entry software; FileMaker Pro software; AS/400 Database; Customer service knowledge generation software; Stamps.com;

Desktop publishing software: Microsoft Publisher;

Document management software: Adobe Systems Adobe Acrobat;

Electronic mail software: Astute Solutions PowerCenter; Microsoft Outlook; IBM Notes;

Enterprise resource planning ERP software: Intuit QuickBooks Enterprise Solutions software; Microsoft Dynamics GP; Sage MAS 200; SAP software; Oracle JD Edwards EnterpriseOne; Oracle PeopleSoft software;

Fax software: Open Text Fax Server, RightFax Edition;

Helpdesk or call center software: j2 Global Communications onebox;

Human resources software: Human resource management software HRMS;

Internet browser software: Microsoft Internet Explorer;

Materials requirements planning logistics and supply chain software: iShip;

Medical software: Medical condition coding software; Medical procedure coding software; Healthcare common procedure coding system HCPCS software;

Mobile messaging service software: Unified messaging software;

Network conferencing software: eStara Softphone; Timpani Chat; Parature eRealtime; Active Data Online WebChat;

Office suite software: Microsoft Office software;

Operating system software: Microsoft Windows;

Point of sale POS software: Main Street Softworks Monetra;

Presentation software: Microsoft PowerPoint;

Spreadsheet software: Microsoft Excel;

Time accounting software: Kronos Workforce Timekeeper;

Voice recognition software: DSC Pacer Interactive Voice Response System;

Word processing software: Microsoft Word;


Related O*NET occupational titles for Customer Service Representatives include:
  • 43-3011.00 Bill and Account Collectors
  • 43-5011.00 Cargo and Freight Agents
  • 43-4041.02 Credit Checkers
  • 43-4081.00 Hotel, Motel, and Resort Desk Clerks
  • 43-4111.00 Interviewers, Except Eligibility and Loan
  • 43-4031.03 License Clerks
  • 29-2071.00 Medical Records and Health Information Technicians
  • 43-4141.00 New Accounts Clerks
  • 43-4171.00 Receptionists and Information Clerks
  • 43-4181.00 Reservation and Transportation Ticket Agents and Travel Clerks


Sources of Additional Information
  • For more information about customer service representatives, visit: International Customer Management Institute          
  • For more information about training and certification in the insurance industry, visit: National Alliance for Insurance Research and Education
  • Customer Service Representatives
  • Patient Representatives

  • Contact Texas Workforce Commission
    Labor Market and Career Information  |  101 E. 15th Street, Annex Room 0252  |  Austin, Texas 78778
    Official Website  |  1-800-822-PLAN (7526)  |  512.936.3200

    ** The information in this report may be derived from many sources like O*NET, BLS (Bureau of Labor Statistics), OOH (Occupational Outlook Handbook), and Career One Stop.