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CUSTOMER SERVICE REPRESENTATIVES
 
Occupation Description:
 
  Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Excludes individuals whose duties are primarily installation, sales, or repair.
 
Career Video:
  Video Icon  Customer Service Representatives
  Open-captioning or video transcript included for the hearing impaired. Career videos brought to you by CareerOneStop. Copyright © 2017 All Rights Reserved.
 
  Specialized Occupations:
 
 
  * Patient Representatives (ONET code: 43-4051.03)
 
Typical Tasks:
 
 
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • 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.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
 
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..
  • 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..
  • Psychology - Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders..
  • Therapy and Counseling - Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance..
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar..
  • Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects..
  • Sociology and Anthropology - Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins..
 
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Education & Training:
 
  Short-term on-the-job training (short demonstration up to one month)
 
Wage Information:
 
 
Region Average Annual Average Hourly Entry Level (hourly) Mid-Range  (hourly)
Statewide $41,251.00 $19.84 $12.54 $13.81 - $24.28
Bridgeport/Stamford $44,485.00 $21.39 $13.49 $14.95 - $26.57
Danbury $43,083.00 $20.72 $14.77 $16.81 - $24.46
Hartford $41,046.00 $19.73 $12.74 $14.11 - $23.86
New Haven $40,381.00 $19.41 $11.96 $12.57 - $24.23
New London/Norwich $33,062.00 $15.90 $11.29 $11.56 - $18.71
Waterbury $41,885.00 $20.13 $13.57 $14.82 - $24.36
Torrington $38,190.00 $18.36 $11.78 $12.30 - $22.45
      
Select a town to see its region Not sure which Region applies to you?
    

 
Occupation Outlook:
 
 
Region Employment Average Annual Growth Rate Average Annual Job Openings
2016 2026
State of Connecticut 32,330 33,020 0.2% 4,190
 
 
Chart of Growth Rate and Annual Openings   Employment in this occupation is expected to grow more slowly than average, but the number of annual openings will offer excellent job opportunities.
Key:
  N/A = Not Applicable, ***** = Over $60.00 per hour, ##### = Over $124,821
 
Similar Occupations:
 
 
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