Customer Service Representatives
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints
Training Provider(s):
Annual Median Wage:
$39,790.40 ($19.13 per hour)
Education:
High school diploma or equivalent
Skills
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.
Speaking
Talking to others to convey information effectively.
Service Orientation
Actively looking for ways to help people.
Reading Comprehension
Understanding written sentences and paragraphs in work-related documents.
Critical Thinking
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Knowledge
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.
English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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.
Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Work Tasks
Discuss goods or services information with customers or patrons.
Respond to customer problems or complaints.
Maintain financial or account records.
Refer customers to appropriate personnel.
Calculate costs of goods or services.
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