Occupation information for Customer Service Representatives District Of Columbia

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Typical education needed for entry: High school diploma or equivalent

Typical work experience needed for a job in this occupation: No work experience

Typical on-the-job training once you have a job in this occupation: Less than 1 month on-the-job training

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• 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.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Review insurance policy terms 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.

Tools:

• Autodialers
• Automated attendant systems
• Automatic call distributor ACD
• Cash registers
• Standalone telephone caller identification

Technology:

• Accounting software
• Cloud-based data access and sharing software
• Customer relationship management CRM software
• Data base user interface and query software
• Enterprise resource planning ERP software

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