Customer Service Representative (3001CB V1) Competency-Based

The Hall Martin Legacy Foundation Inc

Registered 2025

Texas (OA)

Documents

Individual state requirements may vary. Please contact your local apprenticeship office to ensure this version is suitable to your state’s requirements.

Work Process Schedule

Work Process Content

On the Job Training

Anonymous

Skills

Respond to customer problems or complaints.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Check to ensure that appropriate changes were made to resolve customers' problems.
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.

Discuss goods or services information with customers or patrons.

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.

Maintain financial or account records.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Provide notifications to customers or patrons.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Calculate costs of goods or services.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Collect deposits, payments or fees.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Execute sales or other financial transactions.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Prepare documentation for contracts, transactions, or regulatory compliance.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Refer customers to appropriate personnel.

Refer unresolved customer grievances to designated departments for further investigation.

Review customer insurance information.

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.

Promote products, services, or programs.