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
- Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- 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, 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 people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
- Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Observing, receiving, and otherwise obtaining information from all relevant sources.
- Keeping up-to-date technically and applying new knowledge to your job.
- Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
- 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
Abilities
- Oral Comprehension
- Oral Expression
- Speech Clarity
- Speech Recognition
- Problem Sensitivity
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
Certified Service ManagerCertifying Organization
National Electronics Service Dealers Association, Inc.
Type
Core
Certificate name
Automobile Technician: Service ConsultantCertifying Organization
National Institute for Automotive Service Excellence
Type
Advanced
Certificate name
Route Driver CertificationCertifying Organization
National Automatic Merchandising Association
Type
Core
Certificate name
Microsoft Dynamics CRM 2011 ApplicationsCertifying Organization
Microsoft Corporation
Type
Product/Equipment
Certificate name
Certified Appliance ProfessionalCertifying Organization
Professional Service Association
Type
Core
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 | Annual Income |
|---|---|
| Low (10%) | $31,971 |
| Median (50%) | $38,719 |
| High (90%) | $55,045 |
Income by Experience
This table shows how income typically grows with experience—from entry level (0–2 years), to mid-level (3–5 years), to senior level (6–8 years), to expert level (8+ years).
| Experience | Income |
|---|---|
Entry Level  | $41,820 |
| Mid Level | $55,567 |
| Senior Level | $73,252 |
| Expert Level | $125,226 |
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%
Related Careers
The career information and data on this site incorporates information from O*NET Web Services, Lightcast, CareerOneStop, and the U.S. Bureau of Labor Statistics (BLS). For more details regarding the data sources and the specific information sourced, click here.
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