Confer with customers by telephone or in person in order to provide information about products and services, to take orders or 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.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Check to ensure that appropriate changes were made to resolve customers' problems.
Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, and/or arrange for billing.
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Solicit sale of new or additional services or products.
Review insurance policy terms in order to determine whether a particular loss is covered by insurance.
Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
Order tests that could determine the causes of product malfunctions.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.
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.
Mathematics -- Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications
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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.
Speaking -- Talking to others to convey information effectively.
Time Management -- Managing one's own time and the time of others.
Monitoring -- Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
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.
Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do.
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.
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.
Deductive Reasoning -- The ability to apply general rules to specific problems to produce answers that make sense.
Speech Recognition -- The ability to identify and understand the speech of another person.
Speech Clarity -- The ability to speak clearly so others can understand you.
Inductive Reasoning -- The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Near Vision -- The ability to see details at close range (within a few feet of the observer).
Written Comprehension -- The ability to read and understand information and ideas presented in writing.
Information Ordering -- The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Interacting With Computers -- Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Getting Information -- Observing, receiving, and otherwise obtaining information from all relevant sources.
Making Decisions and Solving Problems -- Analyzing information and evaluating results to choose the best solution and solve problems.
Documenting/Recording Information -- Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Communicating with Supervisors, Peers, or Subordinates -- Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Monitor Processes, Materials, or Surroundings -- Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
Identifying Objects, Actions, and Events -- Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Processing Information -- Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Establishing and Maintaining Interpersonal Relationships -- Developing constructive and cooperative working relationships with others, and maintaining them over time.
Evaluating Information to Determine Compliance with Standards -- Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.