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Customer Service Representatives

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.   (O'Net 43-4051.00)

 
Reported job titles:   Hub Associate, Inbound Customer Service Representative, Inside Sales Agent, Regulatory Specialist, Return Clerk, Return-to-Factory Clerk   (view all job titles)
 
This title represents a group of more specific occupations. For additional information, please select one of the specific occupations below.
Patient Representatives
 
  • Career Video
  • Wages
  • Employment Trends
  • Industries of Employment
  • Tasks
  • Knowledge
  • Skills
  • Abilities
  • Work Activities
  • Interests
  • Work Styles
  • License Information
  • Education & Training Requirements
  • Schools
  • Other Resources
  • Related Occupations
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    Career Video
    for Customer Service Representatives
     
    Customer Service Representatives photo Customer Service Representatives photo Customer Service Representatives photo
    Career Video:   View video on Customer Service Representatives
     


    Wages
    for Customer Service Representatives
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     Location Pay
    Period
    2014
    Percentile Wages Average
    Wage
    10% 25% 50%
    Median
    75% 90%
     Vermont Hourly $ 9.97   $ 11.73   $ 14.85   $ 18.74   $ 23.36   $ 16.07  
    Yearly $20,730   $24,400   $30,880   $38,990   $48,600   $33,430  
     
     Burlington-South Burlington, VT Metropolitan NECTA Hourly $ 10.21   $ 12.95   $ 16.86   $ 21.44   $ 26.79   $ 17.85  
    Yearly $21,230   $26,930   $35,060   $44,600   $55,720   $37,130  
     
     Southern Vermont Balance of State Hourly $ 9.86   $ 11.11   $ 13.43   $ 16.67   $ 20.55   $ 14.48  
    Yearly $20,510   $23,110   $27,940   $34,660   $42,730   $30,110  
     
     Northern Vermont Balance of State Hourly $ 9.95   $ 11.65   $ 14.95   $ 18.15   $ 22.28   $ 15.49  
    Yearly $20,700   $24,240   $31,100   $37,750   $46,340   $32,210  
     
    What are Percentile Wages?
    Note: Substate areas are based on 2005 definitions from 2000 Census. 2015 estimates, released in 2016, will be based on new area definitions from 2010 Census.
    source: Occupational Employment Statistics, Vermont Labor Market Information, U.S. Bureau of Labor Statistics, released June 2015.
     


    Employment Trends
    for Customer Service Representatives
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    Location Employment Annual % change
    (compounded)
    Annual job openings
    (due to growth and
    net replacements)
    2012 2022
    Vermont 3,053 3,253 0.6% 103
    Burlington-South Burlington, VT Metropolitan NECTA 1,345 1,437 0.7% 46
    Southern Vermont Balance of State 843 889 0.5% 28
    Northern Vermont Balance of State 834 896 0.7% 29
    Note: Substate areas are based on 2005 definitions from 2000 Census. 2014-2024 estimates, released in 2016, will be based on new area definitions from 2010 Census.
    source: Employment Projections, Vermont Economic & Labor Market Information, in cooperation with U.S. Bureau of Labor Statistics, statewide estimates released August 2014, area estimates released October 2014.
     


    Industries of Employment
    for Customer Service Representatives
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    Industry Vermont
    2012
    Employment
    Percent
    of Total
    Total Employment, All Jobs 3,053 100%
    Services-Providing 2,798 92%
    Trade, Transportation, and Utilities 1,407 46%
    Retail Trade 941 31%
    Financial Activities 689 23%
    Finance and Insurance 649 21%
    Food and Beverage Stores 523 17%
    Insurance Carriers and Related Activities 364 12%
    Professional and Business Services 261 9%
    Goods-Producing 213 7%
    Manufacturing 196 6%
    Manufacturing 196 6%
    Wholesale Trade 184 6%
    Transportation and Warehousing 182 6%
    Nonstore Retailers 161 5%
    Education and Health Services 139 5%
    General Merchandise Stores 131 4%
    Administrative and Support and Waste Management and Remediation Services 117 4%
    Merchant Wholesalers, Durable Goods 115 4%
    Utilities 100 3%
    Utilities 100 3%
    Warehousing and Storage 96 3%
    Professional, Scientific, and Technical Services 94 3%
    Professional, Scientific, and Technical Services 94 3%
    Government 81 3%
    Government 81 3%
    Information 79 3%
    Information 79 3%
    Other Services (Except Government) 73 2%
    Other Services (Except Government) 73 2%
    Leisure and Hospitality 69 2%
    Local Government, Excluding Education and Hospitals 68 2%
    Ambulatory Health Care Services 65 2%
    Management of Companies and Enterprises 50 2%
    Management of Companies and Enterprises 50 2%
    source: Employment Projections, Vermont Economic & Labor Market Information, in cooperation with U.S. Bureau of Labor Statistics, released August 2014.
     


    Tasks
    for Customer Service Representatives
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  • Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
     
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
     
  • Check to ensure that appropriate changes were made to resolve customers' problems.
     
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
     
  • Refer unresolved customer grievances to designated departments for further investigation.
     
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
     
  • Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
     
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
     
  • Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
     
  • 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.
     
    source: Occupational Information Network: Customer Service Representatives  updated June 2009
     


    Knowledge
    for Customer Service Representatives
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  • 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.
     
  • 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.
     
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
     
    source: Occupational Information Network: Customer Service Representatives  updated June 2009
     


    Skills
    for Customer Service Representatives
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  • 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.
     
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
     
  • Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
     
  • Speaking - Talking to others to convey information effectively.
     
  • Time Management - Managing one's own time and the time of others.
     
  • Service Orientation - Actively looking for ways to help people.
     
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
     
  • Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
     
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
     
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
     
    source: Occupational Information Network: Customer Service Representatives  updated July 2004
     


    Abilities
    for Customer Service Representatives
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  • 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.
     
  • Speech Recognition - The ability to identify and understand the speech of another person.
     
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.
     
  • Near Vision - The ability to see details at close range (within a few feet of the observer).
     
  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
     
  • Written Comprehension - The ability to read and understand information and ideas presented in writing.
     
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
     
  • Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
     
    source: Occupational Information Network: Customer Service Representatives  updated June 2009
     


    Work Activities
    for Customer Service Representatives
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  • 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.
     
  • 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.
     
  • Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
     
  • Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
     
  • Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
     
  • Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
     
  • Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
     
  • Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
     
    source: Occupational Information Network: Customer Service Representatives  updated June 2009
     


    Interests
    for Customer Service Representatives
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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.
     
  • 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.
     
  • Social - Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
     
    source: Occupational Information Network: Customer Service Representatives  updated June 2008
     


    Work Styles
    for Customer Service Representatives
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  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
     
  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
     
  • Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
     
  • Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
     
  • Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
     
  • Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
     
  • Integrity - Job requires being honest and ethical.
     
  • Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
     
  • Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
     
  • Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
     
    source: Occupational Information Network: Customer Service Representatives  updated June 2009
     


    State of Vermont License Information
    that may be required for Customer Service Representatives
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    No state licenses listed for this occupation.
     


    Education and Training Requirements
    for Customer Service Representatives
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  • Job Zone Two: Some Preparation Needed
  •  
  • Education: These occupations usually require a high school diploma.
  •  
  • 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.
  •  
  • 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.
  •  
    source: Occupational Information Network: Customer Service Representatives  updated June 2009
     


    Schools
    offering instructional programs related to Customer Service Representatives
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      Related Instructional Programs
     
    • Customer Service Support/Call Center/Teleservice Operation
     
    • Receptionist
     
     Search for schools offering these programs at
     
     
     
    source: National Center for Education Statistics 2000 Classification of Instructional Programs .
     


    Other Resources
    for Customer Service Representatives
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  • Labor Exchange Information
  • A source for occupational characteristics, such as age, gender, race, and years of education and an alternative source for occupational wage rates. Limited to people looking for jobs and the jobs advertised through VDOL Vermont Job Link.
  • Look for statewide information over the latest 12 months for Customer Service Representatives.
  •  
  • Occupational Outlook Handbook
  • The Occupational Outlook Handbook is a nationally recognized source of career information, designed to provide valuable assistance to individuals making decisions about their future work lives. Revised every two years, the Handbook describes what workers do on the job, working conditions, the training and education needed, earnings, and expected job prospects in a wide range of occupations.
    Go to Occupational Outlook Handbook
     
  • O*NET™ Online
  • O*NET Online is an interactive web site for those interested in exploring occupations through O*NET, The Occupational Information Network database.   All of the descriptive information on this page comes from the O*NET database, version 14.0, released July 2009.   The O*NET database takes the place of the Dictionary of Occupational Titles (DOT) as the nation's primary source of occupational information.
  • For additional information on Customer Service Representatives , go to O*NET Online Detail Report.
  • For the O*NET Online home page, go to   
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    Related Occupations
    Occupations with skill requirements similar to Customer Service Representatives
    Back to Top
     
     
  • Bill and Account Collectors
  •  
  • Counter and Rental Clerks
  •  
  • Eligibility Interviewers, Government Programs
  •  
  • Insurance Policy Processing Clerks
  •  
  • Interviewers, Except Eligibility and Loan
  •  
  • License Clerks
  •  
  • Reservation and Transportation Ticket Agents and Travel Clerks
  •  
  • Retail Salespersons
  •  
  • Telephone Operators
  •  
    source: Occupational Information Network: Customer Service Representatives 
     

     
     
     
    Vermont.gov State of Vermont Department of Labor