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Occupation information for

Customer Service Representatives
District Of Columbia

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description

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

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details

Currently Employed: 7,290

Projected Annual Job Openings: 300

Typical Hourly Wage: $13.59 - $22.39

Typical Annual Salary: $28,300 - $46,600

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typical training

Typical education needed for entry: High school diploma or equivalent

Typical work experience needed for a job in this occupation: None

Typical on-the-job training once you have a job in this occupation: Short-term on-the-job training

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typical job duties

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

tools & technology


Tools:
  • Autodialers
  • Digital telephones
  • Phone headsets
  • Special purpose telephones
  • Standalone telephone caller identification

Technology:
  • Contact center software
  • Customer relationship management CRM software
  • Electronic mail software
  • Enterprise resource planning ERP software
  • Network conferencing software

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