Customer Service Representatives Go Back to List Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Technology used in this occupation:
	Network conferencing software

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.
	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 sales of new or additional services or products.
	Review insurance policy terms to determine whether a particular loss is covered by insurance.

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.
	Persuasion - Persuading others to change their minds or behavior.
	Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
	Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
	Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
	Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
	Time Management - Managing one's own time and the time of others.

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.
	Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
	Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
	Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
	Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
	Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
	Economics and Accounting - Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

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Education & Training   Education:   These occupations usually require a high school diploma.   Related Experience:   Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.

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Wage Information
	Region Average Entry Level  Mid-Range  Annual  Hourly  Statewide $50,165.00 $24.12  $16.99  $18.41 - $27.81  Bridgeport/Stamford $53,889.00 $25.90  $17.76  $19.48 - $29.60  Danbury $49,062.00 $23.59  $16.79  $18.18 - $26.17  Hartford $49,299.00 $23.71  $17.10  $18.49 - $26.56  New Haven $50,124.00 $24.10  $17.02  $18.26 - $27.68  New London/Norwich $43,213.00 $20.78  $15.81  $15.81 - $23.47  Waterbury $46,204.00 $22.21  $16.29  $17.22 - $24.48  Torrington $46,730.00 $22.47  $16.41  $18.00 - $24.54

Occupation Outlook ( 2016 - 2026 ) Average Annual Job Openings:   4109   Employment in this occupation is expected to grow more slowly than average, and the number of annual openings will offer limited job opportunities.

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	Some of the occupational information on this page is formulated from O*NETTM v17.0 data. O*NETTM is a trademark of the U.S. Department of Labor, Employment and Training Administration.