DETAILED OCCUPATION DATA
43-4051 Customer Service Representatives
Occupational Description:
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Excludes individuals whose duties are primarily installation, sales, or repair.| Percentiles | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| Geography | Employment | Emp SE* | Mean | Mean SE* | 10th | 25th | Median | 75th | 90th |
| EDR 11 - 7 County Twin Cities | 31,750 | 997 | $18.43/hr | $0.16/hr | $12.15/hr | $14.80/hr | $17.97/hr | $21.68/hr | $25.44/hr |
| Minnesota | 42,340 | 1,059 | $17.68/hr | $0.14/hr | $11.18/hr | $13.88/hr | $17.27/hr | $21.02/hr | $24.30/hr |
| U S | 2,212,820 | 11,064 | $16.28/hr | $0.03/hr | $9.65/hr | $11.90/hr | $15.05/hr | $19.17/hr | $24.48/hr |
| *SE = Standard error, a measure of the statistical reliability of the estimate. | |||||||||
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| Occupation (click title for details) | OES | Projections | |
|---|---|---|---|
| Employment | Median Wage | % Change - | |
| Retail Salespersons | 51,530 | $10.32/hr | N/A |
| Bill and Account Collectors | 5,900 | $17.75/hr | N/A |
| Counter and Rental Clerks | 5,250 | $10.49/hr | N/A |
| Purchasing Agents, Except Wholesale, Retail, and Farm Products | 4,070 | $29.39/hr | N/A |
| Reservation and Transportation Ticket Agents and Travel Clerks | 2,960 | $19.98/hr | N/A |
| Insurance Claims and Policy Processing Clerks | 2,300 | $17.60/hr | N/A |
| Interviewers, Except Eligibility and Loan | 2,090 | $14.95/hr | N/A |
| Court, Municipal, and License Clerks | 1,580 | $19.43/hr | N/A |
| Eligibility Interviewers, Government Programs | 1,570 | $23.70/hr | N/A |
| Opticians, Dispensing | 660 | $17.26/hr | N/A |
| Telephone Operators | 260 | $18.53/hr | N/A |
| Insurance Appraisers, Auto Damage | 80 | $29.53/hr | N/A |
Tasks for Customer Service Representatives
- Reviews claims adjustments with dealer, examines parts claimed to be defective and approves or disapproves of dealer's claim.
- Notifies customer and designated personnel of findings and recommendations, such as exchanging merchandise or refunding money, or adjustment of bill.
- Examines weather conditions, number of days in billing period, and reviews meter accounts for errors which might explain high utility charges.
- Orders tests to detect product malfunction and determines if defect resulted from faulty construction.
- Trains dealers or service personnel in construction of products, service operations, and customer service.
- Compares merchandise with original requisition and information on invoice and prepares invoice for returned goods.
- Prepares reports showing volume, types, and disposition of claims handled.
- Writes work order.
- Confers with customer by phone or in person to receive orders for installation, turn-on, discontinuance, or change in service.
- Completes contract forms, prepares change of address records, and issues discontinuance orders, using computer.
- Determines charges for service requested and collects deposits.
- Solicits sale of new or additional utility services.
- Resolves billing or service complaints and refers grievances to designated departments for investigation.