Customer Service Representative

Anonymous

National (OA)

Documents

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Work Process Schedule

Work Process Content

On the Job Training

Anonymous

3.5K

OJT hours

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.

250

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

250

Check to ensure that appropriate changes were made to resolve customers' problems.

250

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

250

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.

250

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

250

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

250

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

250

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

250

Refer unresolved customer grievances to designated departments for further investigation.

250

Review insurance policy terms to determine whether a particular loss is covered by insurance.

250

Solicit sales of new or additional services or products.

250

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

250

Verify accuracy of financial or transactional data.

250

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

250

Related Instruction Outline

Related Instruction Content

Training Provider(s):

Tintes y Toners del Caribe, Inc.

290

RI hours

Sales Distribution and Marketing Operations

Merchandising and Buying Operations

Retailing and Retail Operations

Selling Skills and Sales Operations

Vehicle, Vehicle Parts and Accessories Marketing Operations

Business and Personal/Financial Services Marketing Operations

Special Products Marketing Operations

Hospitality Recreations Marketing Operations

Receptionist

General Marketing Occupations

Warehousing and Inventory Management

Customer Service Support/Call Center/Teleservice Operation

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