Telemation e crm

Updated 2013

Summary Report for: 43-4051.00 - Customer Service Representatives

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Sample of reported job titles: Account Manager, Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (Customer Service Rep), Customer Service Specialist, Member Services Representative, Sales Facilitator

Also see: Patient Representatives

View report: Summary Details Custom

Tasks | Tools & Technology | Knowledge | Skills | Abilities | Work Activities | Detailed Work Activities | Work Context | Job Zone | Education | Credentials | Interests | Work Styles | Work Values | Related Occupations | Wages & Employment | Job Openings | Additional Information

Tasks

5 of 15 displayed

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Tools & Technology

10 of 33 displayed

Tools used in this occupation:

Technology used in this occupation:

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

Check to ensure that appropriate changes were made to resolve customers' problems.

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.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Autodialers — Autodialing systems; Predictive dialers

Automated attendant systems — Voice broadcasting systems

Automatic call distributor ACD — Automatic call distribution ACD system

Scanners

Standalone telephone caller identification — Calling line identification equipment; Dialed number identification systems DNIS

43-4051.00 - Customer Service Representatives

* Software developed by a government agency and/or distributed as freeware or shareware.

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Knowledge

All 4 displayed

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Skills

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Abilities

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Contact center software — Avaya software; Multi-channel contact center software; Timpani Contact Center; Timpani Email

Customer relationship management CRM software — Avidian Technologies Prophet; Salesforce.com Salesforce CRM; SSA Global software; Telemation e-CRM

Electronic mail software — Astute Solutions PowerCenter; Email software; IBM Lotus Notes; Microsoft Outlook

Enterprise resource planning ERP software — Intuit QuickBooks Enterprise Solutions software; Microsoft Dynamics ERP; Sage MAS 200; SAP software

Network conferencing software — Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Chat

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.

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.

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Speech Clarity — The ability to speak clearly so others can understand you.

43-4051.00 - Customer Service Representatives

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Work Activities

5 of 19 displayed

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Detailed Work Activities

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Work Context

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Job Zone

Title Job Zone Two: Some Preparation Needed

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.

Speech Recognition — The ability to identify and understand the speech of another person.

Near Vision — The ability to see details at close range (within a few feet of the observer).

Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.

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 Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.

Execute sales or other financial transactions.

Collect deposits, payments or fees.

Discuss goods or services information with customers or patrons.

Coordinate operational activities.

Calculate costs of goods or services.

Telephone — 100% responded “Every day.”

Contact With Others — 85% responded “Constant contact with others.”

Electronic Mail — 74% responded “Every day.”

Face-to-Face Discussions — 66% responded “Every day.”

Importance of Being Exact or Accurate — 57% responded “Extremely important.”

43-4051.00 - Customer Service Representatives

Job Training Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.

Job Zone Examples

These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.

SVP Range (4.0 to < 6.0)

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Education

Percentage of Respondents Education Level Required

67 High school diploma or equivalent

16 Bachelor's degree

6 Some college, no degree

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Credentials

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Interests

All 3 displayed

Interest code: ESC

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Work Styles

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Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.

Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

Integrity — Job requires being honest and ethical.

Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.

43-4051.00 - Customer Service Representatives

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Work Values

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Related Occupations

5 of 10 displayed

43-3011.00 Bill and Account Collectors Bright Outlook

43-4081.00 Hotel, Motel, and Resort Desk Clerks

43-4111.00 Interviewers, Except Eligibility and Loan

43-4171.00 Receptionists and Information Clerks

43-4181.00 Reservation and Transportation Ticket Agents and Travel Clerks

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Wages & Employment Trends

Median wages (2014) $15.00 hourly, $31,200 annual

State wages

Employment (2012) 2,363,000 employees

Projected growth (2012-2022) Average (8% to 14%)

Projected job openings (2012- 2022)

941,600

State trends

Top industries (2012) Finance and Insurance Administrative and Support Services

Source: Bureau of Labor Statistics 2014 wage data and 2012-2022 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2012-2022). "Projected job openings" represent openings due to growth and replacement.

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Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.

Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co- workers, Moral Values and Social Service.

Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

Independence — Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.

43-4051.00 - Customer Service Representatives

Job Openings on the Web

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Sources of Additional Information

All 1 displayed

Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.

• Customer Service Representatives . Bureau of Labor Statistics, U.S. Department of Labor. Occupational Outlook Handbook, 2014-15 Edition.

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43-4051.00 - Customer Service Representatives