Customer Service Representatives

Job Zone

Job Zone 1-2: Very Little to Some Preparation Needed

Usually requires a high school diploma or GED, though some occupations may not.

Job Zones group occupations into one of five categories based on the education, experience, and training typically needed to perform them.

Tasks

Specific duties and responsibilities regularly performed 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.92
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.88
Check to ensure that appropriate changes were made to resolve customers' problems.85
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.81
Determine charges for services requested, collect deposits or payments, or arrange for billing.80
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.80
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.78
Refer unresolved customer grievances to designated departments for further investigation.77
Review insurance policy terms to determine whether a particular loss is covered by insurance.76
Solicit sales of new or additional services or products.72
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.66
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.66

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Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.54

Skills

Developed capacities that facilitate learning or the more rapid acquisition of knowledge.

Active Listening75
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.
Service Orientation75
Actively looking for ways to help people.
Speaking72
Talking to others to convey information effectively.
Reading Comprehension60
Understanding written sentences and paragraphs in work-related documents.
Critical Thinking56
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Complex Problem Solving53
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Time Management53
Managing one's own time and the time of others.
Monitoring50
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Negotiation50
Bringing others together and trying to reconcile differences.
Persuasion50
Persuading others to change their minds or behavior.
Social Perceptiveness50
Being aware of others' reactions and understanding why they react as they do.
Writing50
Communicating effectively in writing as appropriate for the needs of the audience.

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Active Learning47
Understanding the implications of new information for both current and future problem-solving and decision-making.
Coordination47
Adjusting actions in relation to others' actions.
Judgment and Decision Making47
Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Instructing44
Teaching others how to do something.
Learning Strategies41
Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
Management of Personnel Resources35
Motivating, developing, and directing people as they work, identifying the best people for the job.
Mathematics31
Using mathematics to solve problems.
Systems Analysis31
Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
Systems Evaluation31
Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
Technology Design22
Generating or adapting equipment and technology to serve user needs.
Operations Monitoring19
Watching gauges, dials, or other indicators to make sure a machine is working properly.
Operations Analysis16
Analyzing needs and product requirements to create a design.
Programming13
Writing computer programs for various purposes.
Management of Financial Resources10
Determining how money will be spent to get the work done, and accounting for these expenditures.
Management of Material Resources10
Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.
Quality Control Analysis3
Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
Equipment Maintenance0
Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
Equipment Selection0
Determining the kind of tools and equipment needed to do a job.
Installation0
Installing equipment, machines, wiring, or programs to meet specifications.
Operation and Control0
Controlling operations of equipment or systems.
Repairing0
Repairing machines or systems using the needed tools.
Science0
Using scientific rules and methods to solve problems.
Troubleshooting0
Determining causes of operating errors and deciding what to do about it.

Knowledge

Organized sets of principles and facts that apply in general domains.

Customer and Personal Service93
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 Language73
Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Administration and Management63
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Sales and Marketing61
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Mathematics59
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Administrative57
Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
Computers and Electronics57
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Economics and Accounting48
Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.
Public Safety and Security46
Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Education and Training39
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Personnel and Human Resources37
Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
Telecommunications35
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

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Psychology31
Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
Communications and Media28
Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Transportation28
Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
Law and Government25
Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
Production and Processing25
Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.
Sociology and Anthropology19
Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures, and their history and origins.
Medicine and Dentistry17
Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
Geography16
Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.
Engineering and Technology15
Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
Therapy and Counseling15
Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.
Foreign Language11
Knowledge of the structure and content of a foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.
Philosophy and Theology11
Knowledge of different philosophical systems and religions. This includes their basic principles, values, ethics, ways of thinking, customs, practices, and their impact on human culture.
Mechanical9
Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
Building and Construction8
Knowledge of materials, methods, and the tools involved in the construction or repair of houses, buildings, or other structures such as highways and roads.
Chemistry8
Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods.
Design7
Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.
Physics7
Knowledge and prediction of physical principles, laws, their interrelationships, and applications to understanding fluid, material, and atmospheric dynamics, and mechanical, electrical, atomic and sub-atomic structures and processes.
Biology6
Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the environment.
Food Production4
Knowledge of techniques and equipment for planting, growing, and harvesting food products (both plant and animal) for consumption, including storage/handling techniques.
Fine Arts2
Knowledge of the theory and techniques required to compose, produce, and perform works of music, dance, visual arts, drama, and sculpture.
History and Archeology2
Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures.

Abilities

Enduring attributes of the individual that influence performance.

Oral Comprehension78
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression78
The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity75
The ability to speak clearly so others can understand you.
Speech Recognition75
The ability to identify and understand the speech of another person.
Problem Sensitivity72
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
Near Vision66
The ability to see details at close range (within a few feet of the observer).
Written Expression66
The ability to communicate information and ideas in writing so others will understand.
Written Comprehension60
The ability to read and understand information and ideas presented in writing.
Deductive Reasoning56
The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning53
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering53
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).
Selective Attention47
The ability to concentrate on a task over a period of time without being distracted.

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Category Flexibility44
The ability to generate or use different sets of rules for combining or grouping things in different ways.
Flexibility of Closure44
The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material.
Fluency of Ideas44
The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
Mathematical Reasoning44
The ability to choose the right mathematical methods or formulas to solve a problem.
Originality44
The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
Memorization38
The ability to remember information such as words, numbers, pictures, and procedures.
Finger Dexterity35
The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
Number Facility35
The ability to add, subtract, multiply, or divide quickly and correctly.
Perceptual Speed35
The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object.
Speed of Closure35
The ability to quickly make sense of, combine, and organize information into meaningful patterns.
Auditory Attention31
The ability to focus on a single source of sound in the presence of other distracting sounds.
Far Vision31
The ability to see details at a distance.
Time Sharing31
The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).
Visualization28
The ability to imagine how something will look after it is moved around or when its parts are moved or rearranged.
Arm-Hand Steadiness25
The ability to keep your hand and arm steady while moving your arm or while holding your arm and hand in one position.
Hearing Sensitivity25
The ability to detect or tell the differences between sounds that vary in pitch and loudness.
Manual Dexterity25
The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects.
Visual Color Discrimination25
The ability to match or detect differences between colors, including shades of color and brightness.
Control Precision22
The ability to quickly and repeatedly adjust the controls of a machine or a vehicle to exact positions.
Wrist-Finger Speed13
The ability to make fast, simple, repeated movements of the fingers, hands, and wrists.
Dynamic Strength10
The ability to exert muscle force repeatedly or continuously over time. This involves muscular endurance and resistance to muscle fatigue.
Extent Flexibility10
The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.
Static Strength10
The ability to exert maximum muscle force to lift, push, pull, or carry objects.
Trunk Strength10
The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without "giving out" or fatiguing.
Depth Perception6
The ability to judge which of several objects is closer or farther away from you, or to judge the distance between you and an object.
Explosive Strength6
The ability to use short bursts of muscle force to propel oneself (as in jumping or sprinting), or to throw an object.
Gross Body Coordination6
The ability to coordinate the movement of your arms, legs, and torso together when the whole body is in motion.
Multilimb Coordination6
The ability to coordinate two or more limbs (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down. It does not involve performing the activities while the whole body is in motion.
Stamina6
The ability to exert yourself physically over long periods of time without getting winded or out of breath.
Gross Body Equilibrium3
The ability to keep or regain your body balance or stay upright when in an unstable position.
Dynamic Flexibility0
The ability to quickly and repeatedly bend, stretch, twist, or reach out with your body, arms, and/or legs.
Glare Sensitivity0
The ability to see objects in the presence of a glare or bright lighting.
Night Vision0
The ability to see under low-light conditions.
Peripheral Vision0
The ability to see objects or movement of objects to one's side when the eyes are looking ahead.
Rate Control0
The ability to time your movements or the movement of a piece of equipment in anticipation of changes in the speed and/or direction of a moving object or scene.
Reaction Time0
The ability to quickly respond (with the hand, finger, or foot) to a signal (sound, light, picture) when it appears.
Response Orientation0
The ability to choose quickly between two or more movements in response to two or more different signals (lights, sounds, pictures). It includes the speed with which the correct response is started with the hand, foot, or other body part.
Sound Localization0
The ability to tell the direction from which a sound originated.
Spatial Orientation0
The ability to know your location in relation to the environment or to know where other objects are in relation to you.
Speed of Limb Movement0
The ability to quickly move the arms and legs.

Work Activities

General types of job behaviors occurring on multiple jobs.

Communicating with Supervisors, Peers, or Subordinates90
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Working with Computers89
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with People Outside the Organization88
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.
Performing for or Working Directly with the Public84
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Processing Information83
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Getting Information80
Observing, receiving, and otherwise obtaining information from all relevant sources.
Updating and Using Relevant Knowledge79
Keeping up-to-date technically and applying new knowledge to your job.
Organizing, Planning, and Prioritizing Work76
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Training and Teaching Others76
Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
Making Decisions and Solving Problems75
Analyzing information and evaluating results to choose the best solution and solve problems.
Resolving Conflicts and Negotiating with Others75
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Performing Administrative Activities74
Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

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Documenting/Recording Information73
Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Coordinating the Work and Activities of Others72
Getting members of a group to work together to accomplish tasks.
Interpreting the Meaning of Information for Others70
Translating or explaining what information means and how it can be used.
Establishing and Maintaining Interpersonal Relationships67
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Identifying Objects, Actions, and Events66
Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Monitoring Processes, Materials, or Surroundings66
Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
Analyzing Data or Information62
Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
Scheduling Work and Activities56
Scheduling events, programs, and activities, as well as the work of others.
Developing and Building Teams53
Encouraging and building mutual trust, respect, and cooperation among team members.
Evaluating Information to Determine Compliance with Standards52
Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Estimating the Quantifiable Characteristics of Products, Events, or Information49
Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
Thinking Creatively49
Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
Developing Objectives and Strategies45
Establishing long-range objectives and specifying the strategies and actions to achieve them.
Guiding, Directing, and Motivating Subordinates45
Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Coaching and Developing Others44
Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Selling or Influencing Others44
Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
Providing Consultation and Advice to Others43
Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
Handling and Moving Objects42
Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.
Monitoring and Controlling Resources42
Monitoring and controlling resources and overseeing the spending of money.
Performing General Physical Activities39
Performing general physical activities includes doing activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling materials.
Staffing Organizational Units39
Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
Judging the Qualities of Objects, Services, or People37
Assessing the value, importance, or quality of things or people.
Assisting and Caring for Others36
Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
Inspecting Equipment, Structures, or Materials34
Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
Controlling Machines and Processes32
Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).
Repairing and Maintaining Electronic Equipment23
Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.
Operating Vehicles, Mechanized Devices, or Equipment21
Running, maneuvering, navigating, or driving vehicles or mechanized equipment, such as forklifts, passenger vehicles, aircraft, or watercraft.
Drafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment18
Providing documentation, detailed instructions, drawings, or specifications to tell others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.
Repairing and Maintaining Mechanical Equipment12
Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles.

Work Styles

Personal characteristics that can affect how well someone performs a job.

Dependability80
A tendency to be reliable, responsible, and consistent in meeting work-related obligations.
Self-Control79
A tendency to remain calm and composed and to manage emotions effectively in response to criticism or difficult situations at work.
Cooperation78
A tendency to be pleasant, helpful, and willing to assist others at work.
Social Orientation75
A tendency to seek out, enjoy, and be energized by social interaction at work.
Empathy71
A tendency to show concern for others and be sensitive to others' needs and feelings at work.
Optimism69
A tendency to exhibit a positive attitude and positive emotions at work, even under difficult circumstances.
Attention to Detail62
A tendency to be detail-oriented, organized, and thorough in completing work.
Stress Tolerance60
A tendency to cope and function effectively in stressful situations at work.
Integrity57
A tendency to be honest and ethical at work.
Sincerity53
A tendency to be genuine and sincere in interactions with others at work, without concern for personal gain or self-interest.
Perseverance45
A tendency to exhibit determination and resolve to perform or complete tasks in the face of difficult circumstances or obstacles at work.
Humility42
A tendency to be modest and humble when interacting with others at work.

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Adaptability38
A tendency to be open to and comfortable with change, new experiences, or ideas at work.
Self-Confidence35
A tendency to believe in one's work-related capabilities and ability to control one's work-related outcomes.
Achievement Orientation27
A tendency to establish and maintain personally challenging work-related goals, set high work-related standards, and exert high effort toward meeting those goals and standards.
Cautiousness26
A tendency to be careful, deliberate, and risk-avoidant when making work-related decisions or doing work.
Initiative18
A tendency to be proactive and take on extra responsibilities and tasks that may fall outside of one's required work role.
Tolerance for Ambiguity9
A tendency to be comfortable with ambiguity and uncertainty at work.

Interests (RIASEC)

Holland's six occupational interest types (RIASEC) this work tends to attract.

Conventional89
Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.
Enterprising68
Work involves managing, negotiating, marketing, or selling, typically in a business setting, or leading or advising people in political and legal situations. Enterprising occupations are often associated with business initiatives, sales, marketing/advertising, finance, management/administration, professional advising, public speaking, politics, or law.
Social46
Work involves helping, teaching, advising, assisting, or providing service to others. Social occupations are often associated with social, health care, personal service, teaching/education, or religious activities.
Realistic16
Work involves designing, building, or repairing of equipment, materials, or structures, engaging in physical activity, or working outdoors. Realistic occupations are often associated with engineering, mechanics and electronics, construction, woodworking, transportation, machine operation, agriculture, animal services, physical or manual labor, athletics, or protective services.
Investigative11
Work involves studying and researching non-living objects, living organisms, disease or other forms of impairment, or human behavior. Investigative occupations are often associated with physical, life, medical, or social sciences, and can be found in the fields of humanities, mathematics/statistics, information technology, or health care service.
Artistic0
Work involves creating original visual artwork, performances, written works, food, or music for a variety of media, or applying artistic principles to the design of various objects and materials. Artistic occupations are often associated with visual arts, applied arts and design, performing arts, music, creative writing, media, or culinary art.

Work Context

Physical and social factors that influence the nature of work.

Telephone Conversations
- Every day100%
Contact With Others
Indoors, Environmentally Controlled
- Every day94%
Deal With External Customers or the Public in General
Time Pressure
- Every day73%
- Once a month or more but not every week18%
Importance of Being Exact or Accurate
Importance of Repeating Same Tasks
- Extremely important63%
- Very important29%
E-Mail
- Every day83%
- Never17%
Dealing With Unpleasant, Angry, or Discourteous People
- Every day42%
- Once a week or more but not every day36%
Spend Time Making Repetitive Motions
- Continually or almost continually75%
- Never15%
Work With or Contribute to a Work Group or Team
- Extremely important57%
- Important28%
Spend Time Sitting
- Continually or almost continually61%
- More than half the time16%
- Never17%

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Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls
- Continually or almost continually72%
- Never21%
Frequency of Decision Making
- Every day68%
- Never26%
Impact of Decisions on Co-workers or Company Results
- Very important results45%
- Important results25%
Coordinate or Lead Others in Accomplishing Work Activities
- Extremely important37%
- Very important18%
Face-to-Face Discussions with Individuals and Within Teams
- Every day51%
- Once a month or more but not every week15%
- Once a year or more but not every month15%
Determine Tasks, Priorities and Goals
- A lot of freedom19%
- Some freedom25%
- Limited freedom31%
Conflict Situations
- Every day20%
- Once a week or more but not every day43%
- Once a year or more but not every month17%
Physical Proximity
- Very close (near touching)25%
- Moderately close (at arm's length)17%
- I don't work near other people (beyond 100 ft.)13%
Spend Time Standing
- About half the time19%
- Less than half the time42%
Freedom to Make Decisions
- A lot of freedom21%
- Some freedom19%
- Limited freedom30%
- No freedom26%
Duration of Typical Work Week
- More than 40 hours17%
- 40 hours67%
- Less than 40 hours17%
Level of Competition
- Extremely competitive17%
- Highly competitive14%
- Not at all competitive17%
Work Outcomes and Results of Other Workers
- Very high responsibility15%
- High responsibility23%
- No responsibility28%
Exposed to Sounds, Noise Levels that are Distracting or Uncomfortable
- Once a month or more but not every week15%
- Once a year or more but not every month13%
- Never39%
Written Letters and Memos
- Every day24%
- Once a year or more but not every month32%
- Never34%
Health and Safety of Other Workers
- Very high responsibility15%
- High responsibility12%
- Limited responsibility26%
- No responsibility40%
Degree of Automation
- Moderately automated49%
- Slightly automated12%
- Not at all automated35%
Consequence of Error
- Fairly serious14%
- Not serious at all45%
Spend Time Bending or Twisting Your Body
- Continually or almost continually23%
- Less than half the time15%
- Never60%
Spend Time Walking or Running
- Continually or almost continually15%
- Less than half the time19%
- Never60%
Dealing with Violent or Physically Aggressive People
- Once a week or more but not every day13%
- Once a year or more but not every month14%
- Never66%
Exposed to Disease or Infections
- Once a week or more but not every day14%
- Never75%
Public Speaking
- Once a month or more but not every week15%
- Once a year or more but not every month16%
- Never64%
Spend Time Kneeling, Crouching, Stooping, or Crawling
- About half the time16%
- Less than half the time15%
- Never68%
Wear Common Protective or Safety Equipment such as Safety Shoes, Glasses, Gloves, Hearing Protection, Hard Hats, or Life Jackets
- Never83%
Exposed to Contaminants
- Never79%
Exposed to High Places
- Once a week or more but not every day12%
- Never81%
Pace Determined by Speed of Equipment
- Not important at all83%
Exposed to Minor Burns, Cuts, Bites, or Stings
- Never85%
Outdoors, Exposed to All Weather Conditions
- Never86%
Exposed to Hazardous Conditions
- Never85%
Work Schedules
- Irregular (changes with weather conditions, production demands, or contract duration)12%
- Regular (established routine, set schedule)88%
Exposed to Very Hot or Cold Temperatures
- Never89%
Indoors, Not Environmentally Controlled
- Never90%
Exposed to Hazardous Equipment
- Never91%
In an Enclosed Vehicle or Operate Enclosed Equipment
- Never92%
Exposed to Extremely Bright or Inadequate Lighting Conditions
- Never93%
In an Open Vehicle or Operating Equipment
- Never95%
Outdoors, Under Cover
- Never93%
Spend Time Keeping or Regaining Balance
- Never91%
Exposed to Cramped Work Space, Awkward Positions
- Never93%
Spend Time Climbing Ladders, Scaffolds, or Poles
- Never92%
Wear Specialized Protective or Safety Equipment such as Breathing Apparatus, Safety Harness, Full Protection Suits, or Radiation Protection
- Never94%
Exposed to Whole Body Vibration
- Never98%
Exposed to Radiation
- Never100%

Typical Education Levels Reported

Education levels O*NET survey respondents in this occupation most often reported having.

High school diploma or equivalent
Some college, no degree
Associate’s degree or other 2-year degree

Technology Skills

Specific software and technology tools commonly used on the job.

Customer relationship management CRM software
Blackbaud The Raiser's Edge, Salesforce software, Salesforce.com Salesforce CRM, Telemation e-CRM
Data base user interface and query software
Airtable, Microsoft Access, Oracle Database, Yardi software
Enterprise resource planning ERP software
Microsoft Dynamics, Oracle PeopleSoft, Sage MAS 200 ERP, SAP software
Medical software
Healthcare common procedure coding system HCPCS, Medical condition coding software, Medical procedure coding software, MEDITECH software
Electronic mail software
Astute Solutions PowerCenter, IBM Notes, Microsoft Exchange, Microsoft Outlook
Accounting software
Fund accounting software, Intuit QuickBooks, Sage 50 Accounting, Tax software
Video conferencing software
FaceTime, Google Meet, LogMeIn GoToMeeting, Zoom
Network conferencing software
Active Data Online WebChat, eStara Softphone, Parature eRealtime, Timpani Chat
Web page creation and editing software
Facebook, Google Sites, LinkedIn, Social media sites
Graphics or photo imaging software
Adobe Creative Cloud software, Adobe Illustrator, Adobe Photoshop
Contact center software
Multi-channel contact center software, Timpani Contact Center, Timpani Email
Cloud-based data access and sharing software
Dropbox, Google Drive, Slack
Operating system software
Apple macOS, Handheld computer device software, Microsoft Windows
Word processing software
Google Docs, Microsoft OneNote, Microsoft Word
Human resources software
ADP Workforce Now, Human resource management software HRMS, Oracle Taleo
Presentation software
Apple Keynote, Microsoft PowerPoint, Poll Everywhere
Document management software
Adobe Acrobat, Microsoft SharePoint
Communications server software
IBM Domino, ShoreTel
Financial analysis software
Delphi Technology, Oracle E-Business Suite Financials
Transaction security and virus protection software
McAfee, NortonLifeLock cybersecurity software
Spreadsheet software
Microsoft Excel
Helpdesk or call center software
j2 Global Communications onebox
Enterprise system management software
IBM Power Systems software
Access software
Citrix cloud computing software
Point of sale POS software
Main Street Softworks Monetra
Computer based training software
Padlet
Desktop communications software
Skype
Desktop publishing software
Microsoft Publisher
Video creation and editing software
YouTube
Voice recognition software
DSC Pacer Interactive Voice Response System
Office suite software
Microsoft Office software
Network security and virtual private network VPN equipment software
Virtual private networking VPN software
Instant messaging software
GroupMe
Fax software
Open Text Fax Server, RightFax Edition
Business intelligence and data analysis software
IBM Cognos Impromptu
Data base reporting software
SAP Crystal Reports
Multi-media educational software
Nearpod
Time accounting software
Kronos Workforce Timekeeper
Internet browser software
Microsoft Internet Explorer
Internet protocol IP multimedia subsystem software
Voice over internet protocol VoIP system software
Backup or archival software
SugarSync
Materials requirements planning logistics and supply chain software
iShip
Project management software
Microsoft Teams
Information retrieval or search software
LexisNexis
Mobile messaging service software
Unified messaging software

Professional Associations

Organizations related to this occupation, such as industry and licensing bodies.

U.S. Chamber of Commerce

Related Occupations

Occupations that call for similar work and worker requirements.

Detailed Work Activities

More specific, granular versions of the Work Activities above.

Discuss goods or services information with customers or patrons.
Maintain financial or account records.
Respond to customer problems or complaints.
Provide notifications to customers or patrons.
Calculate costs of goods or services.
Collect deposits, payments or fees.
Execute sales or other financial transactions.
Prepare documentation for contracts, transactions, or regulatory compliance.
Refer customers to appropriate personnel.
Review customer insurance information.
Promote products, services, or programs.
Process customer bills or payments.

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Verify accuracy of financial or transactional data.
Recommend packing or shipping methods.

Apprenticeship Occupations

Registered apprenticeship program titles associated with this occupation.

Customer Service Representative

This page incorporates information from O*NET Web Services by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA).

Based on federal labor and demographic data. Data source & methodology