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Summary Job Description | Tasks | |||
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. | Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. | |||
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Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. | ||||
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Check to ensure that appropriate changes were made to resolve customers' problems. | ||||
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Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. | ||||
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Refer unresolved customer grievances to designated departments for further investigation. | ||||
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Determine charges for services requested, collect deposits or payments, or arrange for billing. | ||||
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Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers. | ||||
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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. | ||||
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Solicit sale of new or additional services or products. | ||||
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Review insurance policy terms to determine whether a particular loss is covered by insurance. | ||||
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Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims. | ||||
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Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods. | ||||
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Order tests that could determine the causes of product malfunctions. | ||||
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Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. | ||||
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Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints. | ||||
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CompGeo Salary Survey Benchmark Job Summary and Competencies
Customer Service Representative
The Benchmark Job Description below represents the specific Position Characteristics of the job used in the Salary Survey. Benchmark Job Descriptions should be inspected carefully to review the degree of matching between an organizations' Job and the Salary Survey Benchmark. Matching internal Jobs to Salary Survey Benchmark Jobs should not be done on Job Title alone. A thorough comparison of Salary Survey Benchmark to Internal Job Descriptions is recommended. A good overlap should exist on any comparisons used on critical Job Dimensions and Competencies.- Job Description
- Knowledges
- Skills
- Abilites
- Tools and Technology
- Education and Experience
- Alternate Job Titles
- Salaries
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Important Knowledge Competencies | Competency Description | |||
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. | |||
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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. | |||
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English Language | Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. | |||
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Important Skill Competencies | Competency Description | |||
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. | |||
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Speaking | Talking to others to convey information effectively. | |||
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Service Orientation | Actively looking for ways to help people. | |||
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Reading Comprehension | Understanding written sentences and paragraphs in work related documents. | |||
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Persuasion | Persuading others to change their minds or behavior. | |||
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Writing | Communicating effectively in writing as appropriate for the needs of the audience. | |||
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Critical Thinking | Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. | |||
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Social Perceptiveness | Being aware of others' reactions and understanding why they react as they do. | |||
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Coordination | Adjusting actions in relation to others' actions. | |||
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Negotiation | Bringing others together and trying to reconcile differences. | |||
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Time Management | Managing one's own time and the time of others. | |||
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Active Learning | Understanding the implications of new information for both current and future problem-solving and decision-making. | |||
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Monitoring | Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. | |||
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Complex Problem Solving | Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. | |||
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Judgment and Decision Making | Considering the relative costs and benefits of potential actions to choose the most appropriate one. | |||
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Instructing | Teaching others how to do something. | |||
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Important Ability Competencies | Competency Description | |||
Oral Comprehension | The ability to listen to and understand information and ideas presented through spoken words and sentences. | |||
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Oral Expression | The ability to communicate information and ideas in speaking so others will understand. | |||
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Speech Clarity | The ability to speak clearly so others can understand you. | |||
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Speech Recognition | The ability to identify and understand the speech of another person. | |||
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Written Expression | The ability to communicate information and ideas in writing so others will understand. | |||
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Written Comprehension | The ability to read and understand information and ideas presented in writing. | |||
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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. | |||
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Near Vision | The ability to see details at close range (within a few feet of the observer). | |||
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Deductive Reasoning | The ability to apply general rules to specific problems to produce answers that make sense. | |||
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Inductive Reasoning | The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). | |||
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Information Ordering | The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). | |||
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Selective Attention | The ability to concentrate on a task over a period of time without being distracted. | |||
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Category Flexibility | The ability to generate or use different sets of rules for combining or grouping things in different ways. | |||
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Finger Dexterity | The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects. | |||
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Originality | The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem. | |||
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Flexibility of Closure | The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material. | |||
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Tools/Technology Example | Product Category | |||
Active Data Online WebChat | Network conferencing software | |||
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Astute Solutions PowerCenter | Electronic mail software | |||
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Austin Logistics CallSelect | Customer relationship management CRM software | |||
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Austin Logistics CallTech | Customer relationship management CRM software | |||
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Austin Logistics Valeo | Customer relationship management CRM software | |||
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Avaya software | Contact center software | |||
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Avidian Technologies Prophet | Customer relationship management CRM software | |||
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Customer account management software | Customer relationship management CRM software | |||
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Customer complaint ticketing management software | Customer relationship management CRM software | |||
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Customer relationship management CRM software | Customer relationship management CRM software | |||
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Customer service and support software | Customer relationship management CRM software | |||
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Customer service knowledge generation software | Data base user interface and query software | |||
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DSC Pacer Interactive Voice Response System | Voice recognition software | |||
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Hosted Support ezSupport Pro | Customer relationship management CRM software | |||
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IBM Lotus Notes | Electronic mail software | |||
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Intuit QuickBooks Enterprise Solutions software | Enterprise resource planning ERP software | |||
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Lynk Everest | Customer relationship management CRM software | |||
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Main Street Softworks Monetra | Point of sale POS software | |||
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Microsoft Excel | Spreadsheet software | |||
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Microsoft Office software | Office suite software | |||
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Microsoft Outlook | Electronic mail software | |||
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Microsoft Word | Word processing software | |||
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Multi-channel contact center software | Contact center software | |||
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Parature eRealtime | Network conferencing software | |||
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Parature eTicket | Customer relationship management CRM software | |||
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SSA Global software | Customer relationship management CRM software | |||
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Sage MAS 200 | Enterprise resource planning ERP software | |||
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Sales force automation software | Customer relationship management CRM software | |||
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Telemation e-CRM | Customer relationship management CRM software | |||
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Timpani Chat | Network conferencing software | |||
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Timpani Contact Center | Contact center software | |||
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Timpani Email | Contact center software | |||
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Unified messaging software | Mobile messaging service software | |||
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eStara Softphone | Network conferencing software | |||
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Autodialing systems | Autodialers | |||
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Automatic call distribution ACD system | Automatic call distributor ACD | |||
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Calling line identification equipment | Standalone telephone caller identification | |||
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Cash registers | Cash registers | |||
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Desktop computers | Desktop computers | |||
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Dialed number identification systems DNIS | Standalone telephone caller identification | |||
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Global positioning system GPS devices | Global positioning system receivers | |||
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Multi-line telephone systems | Special purpose telephones | |||
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On hold players | Music or message on hold player | |||
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Personal digital assistants PDA | Personal digital assistant PDAs or organizers | |||
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Predictive dialers | Autodialers | |||
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Scanners | Scanners | |||
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Voice broadcasting systems | Automated attendant systems | |||
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Wireless telephone headsets | Phone headsets | |||
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Wireless telephone systems | Digital Telephones | |||
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Prerequisite Qualification Category | Education and Experience Level | |||
Required Level of Education | High School Diploma (or GED or High School Equivalence Certificate) | |||
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On-the-Job Training | Over 1 month, up to and including 3 months | |||
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On-Site or In-Plant Training | Over 1 month, up to and including 3 months | |||
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Alternate Job Title(s) | |||
Account Adjuster | |||
Account Manager | |||
Account Representative | |||
Account Service Representative | |||
Adjustment Clerk | |||
Automotive Service Advisor | |||
Automotive Service Writer | |||
Bill Adjuster | |||
Call Center Representative | |||
Claim Adjuster | |||
Claim Agent | |||
Claim Approver | |||
Claim Clerk | |||
Claim Processor | |||
Claim Representative | |||
Claim Taker | |||
Claims Adjuster | |||
Claims Assistant | |||
Claims Clerk | |||
Claims Service Representative | |||
Clerical Adjudicator | |||
Client Relations Specialist | |||
Client Services Representative | |||
Compensation Adjuster | |||
Complaint Adjuster | |||
Complaint Clerk | |||
Contact Center Specialist | |||
Customer Administrator | |||
Customer Advocate | |||
Customer Care Representative (CCR) | |||
Customer Care Specialist | |||
Customer Complaint Clerk | |||
Customer Contact Specialist | |||
Customer Relations Manager (CRM) | |||
Customer Relations Representative | |||
Customer Relationship Manager | |||
Customer Service Agent | |||
Customer Service Assistant | |||
Customer Service Associate | |||
Customer Service Clerk | |||
Customer Service Consultant | |||
Customer Service Coordinator | |||
Customer Service Manager (CSM) | |||
Customer Service Officer | |||
Customer Service Representative | |||
Customer Service Specialist | |||
Customer Solutions Associate | |||
Customer Support Executive | |||
Customer Support Manager | |||
Customer Support Representative | |||
Field Representative | |||
Field Service Representative | |||
Film Replacement Orderer | |||
Gas Distribution and Emergency Clerk | |||
Guest Service Agent | |||
Hub Associate | |||
Inbound Customer Service Representative | |||
Inside Sales Agent | |||
Lineman Service or Work Dispatcher | |||
Lost and Found Clerk | |||
Marketing Associate | |||
Member Services Representative | |||
Membership Coordinator | |||
Merchandise Complaint Adjuster | |||
Passenger Relations Representative | |||
Phone Representative | |||
Policyholder Information Clerk | |||
Product Consultant | |||
Product Support Specialist | |||
Regulatory Specialist | |||
Return Clerk | |||
Return-to-Factory Clerk | |||
Service Representative | |||
Service Writer | |||
Technical Service Representative | |||
Telephone Service Adviser | |||
Tire Adjuster | |||
Trouble Clerk | |||
Utilities Customer Service Representative | |||
Utility Bill Complaints Investigator | |||
Warranty Administrator | |||
Warranty Clerk | |||
Warranty Manager | |||
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