Sample of reported job titles: Customer Service Representative, Client Services
Representative, Customer Service Specialist, Member Services Representative,
Account Manager, Hub Associate, Account Service Representative, Call Center
Representative, Claims Adjuster, Claims Service Representative
Confer with customers by telephone or in person in order to provide information
about products and services, to take orders or cancel accounts, or to obtain
details of complaints.
Keep records of customer interactions and transactions, recording details of
inquiries, complaints, and comments, as well as actions taken.
Resolve customers' service or billing complaints by performing activities such
as exchanging merchandise, refunding money, and adjusting bills.
Check to ensure that appropriate changes were made to resolve customers'
Contact customers to respond to inquiries or to notify them of claim
investigation results and any planned adjustments.
Refer unresolved customer grievances to designated departments for further
Determine charges for services requested, collect deposits or payments, or
arrange for billing.
Complete contract forms, prepare change of address records, and issue service
discontinuance orders, using computers.
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 sale of new or additional services or products.
Contact center software — Multi-channel contact center software; Timpani Contact
Center; Timpani Email
Customer relationship management CRM software — Austin Logistics CallSelect;
Avidian Technologies Prophet; SSA Global software; Telemation e-CRM
Electronic mail software — Astute Solutions PowerCenter; IBM Lotus Notes;
Network conferencing software — Active Data Online WebChat; eStara Softphone;
Parature eRealtime; Timpani Chat
Voice recognition software — DSC Pacer Interactive Voice Response System
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
English Language — Knowledge of the structure and content of the English
language including the meaning and spelling of words, rules of composition, and
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.
Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics,
and their applications.
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.
Reading Comprehension — Understanding written sentences and paragraphs in work
Monitoring — Monitoring/Assessing performance of yourself, other individuals, or
organizations to make improvements or take corrective action.
Speaking — Talking to others to convey information effectively.
Time Management — Managing one's own time and the time of others.
Service Orientation — Actively looking for ways to help people.
Active Learning — Understanding the implications of new information for both
current and future problem-solving and decision-making.
Learning Strategies — Selecting and using training/instructional methods and
procedures appropriate for the situation when learning or teaching new things.
Writing — Communicating effectively in writing as appropriate for the needs of
Critical Thinking — Using logic and reasoning to identify the strengths and
weaknesses of alternative solutions, conclusions or approaches to problems.
Interacting With Computers — Using computers and computer systems (including
hardware and software) to program, write software, set up functions, enter data,
or process information.
Getting Information — Observing, receiving, and otherwise obtaining information
from all relevant sources.
Making Decisions and Solving Problems — Analyzing information and evaluating
results to choose the best solution and solve problems.
Documenting/Recording Information — Entering, transcribing, recording, storing,
or maintaining information in written or electronic/magnetic form.
Communicating with Supervisors, Peers, or Subordinates — Providing information
to supervisors, co-workers, and subordinates by telephone, in written form,
e-mail, or in person.
Monitor Processes, Materials, or Surroundings — Monitoring and reviewing
information from materials, events, or the environment, to detect or assess
Identifying Objects, Actions, and Events — Identifying information by
categorizing, estimating, recognizing differences or similarities, and detecting
changes in circumstances or events.
Processing Information — Compiling, coding, categorizing, calculating,
tabulating, auditing, or verifying information or data.
Establishing and Maintaining Interpersonal Relationships — Developing
constructive and cooperative working relationships with others, and maintaining
them over time.
Evaluating Information to Determine Compliance with Standards — Using relevant
information and individual judgment to determine whether events or processes
comply with laws, regulations, or standards.
Contact With Others — How much does this job require the worker to be in contact
with others (face-to-face, by telephone, or otherwise) in order to perform it?
Telephone — How often do you have telephone conversations in this job?
Face-to-Face Discussions — How often do you have to have face-to-face
discussions with individuals or teams in this job?
Indoors, Environmentally Controlled — How often does this job require working
indoors in environmentally controlled conditions?
Spend Time Sitting — How much does this job require sitting?
Time Pressure — How often does this job require the worker to meet strict
Work With Work Group or Team — How important is it to work with others in a
group or team in this job?
Electronic Mail — How often do you use electronic mail in this job?
Freedom to Make Decisions — How much decision making freedom, without
supervision, does the job offer?
Deal With External Customers — How important is it to work with external
customers or the public in this job?
Cooperation — Job requires being pleasant with others on the job and displaying
a good-natured, cooperative attitude.