Customer Service Representatives

  • Customer Service Representatives

    Occupation Tasks

    • Confer with customers by to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints..

    • Refer unresolved customer grievances to designated departments for further investigation.

    Occupational Requirements

    • Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
    • Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
    • Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.

    Worker Requirements

    • 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.
    • Persuasion - Persuading others to change their minds or behavior.

    Worker Characteristics

    • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Speech Clarity - The ability to speak clearly so others can understand you.
    • Oral Expression - The ability to communicate information and ideas in speaking so others will understand.




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