Customer Service Representatives

Overview Nature of Work Knowledge Areas Skills Utilized Job Activities Abilities Job Conditions Work Satisfaction Education/Training

Customer service representatives provide a valuable link between customers and the companies who produce the products they buy and the services they use. They are responsible for responding to customer inquiries and making sure that any problems they are experiencing are resolved. Although most customer service representatives do their work by telephone in call centers, some interact with customers by e-mail, fax, post, or face-to-face.

Many customer service inquiries involve simple questions or requests. For instance, a customer may want to know the status of an order or wish to change his or her address in the company's file. However, some questions may be somewhat more difficult, and may require additional research or help from an expert. In some cases, a representative's main function may be to determine who in the organization is best suited to answer a customer's questions.

Some customer inquiries are complaints, which generally must be handled in accordance with strict company policies. In some cases, representatives may try to fix problems or suggest solutions. They may have the authority to reverse erroneous fees or send replacement products. Other representatives act as gatekeepers who make sure that complaints are valid before accepting customer returns.

Although selling products and services is not the primary function of a customer service representative, some customer services representatives may provide information that helps customers to make purchasing decisions. For instance, a representative may point out a product or service that would fulfill a customer's needs.

Customer service representatives use computers, telephones, and other technology extensively in their work. When the customer has an account with the company, a representative will usually open his or her file in the company's computer system. Representatives use this information to solve problems and may be able to make specific changes as necessary. They also have access to responses for the most commonly asked questions and specific guidelines for dealing with requests or complaints. In the event that the representative does not know the answer or is unable to solve a specific problem, a supervisor or other experienced worker may provide assistance.

Many customer service workers are located in call centers, where they spend the entire day speaking on the telephone. Companies usually keep statistics on their workers to make sure they are working efficiently. This helps them to keep up with their call volume and ensures that customers do not have to wait on hold for extended periods of time. Supervisors may listen in on or tape calls to ensure customers are getting quality service.

Almost every industry employs customer service representatives, and their duties may vary greatly depending on the nature of the organization. For instance, representatives who work in banks may have similar duties to tellers, whereas those in insurance companies may be required to handle paperwork, such as changes to policies or renewals. Those who work for utility and communication companies may assist customers with service problems, such as outages. Representatives who work in retail stores often handle returns and help customers to find items in their stores.

Work environment. Although customer service representatives work in a variety of settings, most work in areas that are clean and well lit. Those who work in call centers generally have their own workstations or cubicle spaces equipped with telephones, headsets, and computers. Because many call centers are open extended hours or are staffed around the clock, these positions may require workers to take on early morning, evening, or late night shifts. Weekend or holiday work is also common. Because peak times may not last for a full shift, many workers are part-time or work a split shift. As a result, the occupation is well suited to flexible work schedules. Many companies hire additional employees at certain times of year when higher call volumes are expected.

Call centers may be crowded and noisy, and work may be repetitious and stressful, with little time between calls. Also, long periods spent sitting, typing, or looking at a computer screen may cause eye and muscle strain, backaches, headaches, and repetitive motion injuries. A growing number of employers are hiring telecommuters, who provide customer service from their own homes. Although this remains somewhat rare, it can be a major advantage for workers who need to remain in their homes during the day.

Customer service representatives working in retail stores may have customers approach them in person or contact them by telephone. They may be required to work later in the evenings or on weekends, as stores are generally open during those times. Evenings and weekends tend to be peak hours for customer traffic.

Customer service representatives may have to deal with difficult or irate customers, which can be challenging. However, the ability to resolve customers' problems has the potential to be very rewarding.

1.	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.
2.	Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
3.	Check to ensure that appropriate changes were made to resolve customers' problems.
4.	Determine charges for services requested, collect deposits or payments, or arrange for billing.
5.	Refer unresolved customer grievances to designated departments for further investigation.
6.	Review insurance policy terms to determine whether a particular loss is covered by insurance.
7.	Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
8.	Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
9.	Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
10.	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.
11.	Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
12.	Solicit sale of new or additional services or products.
13.	Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
14.	Review claims adjustments with dealers, examining parts claimed to be defective and approving or disapproving dealers' claims.
15.	Order tests that could determine the causes of product malfunctions.

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