DETAILED OCCUPATION DATA
43-4051 Customer Service Representatives
Occupational Description:
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.| Percentiles | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| Geography | Employment | Emp SE* | Mean | Mean SE* | 10th | 25th | Median | 75th | 90th |
| La Crosse WI-MN MSA | 1,690 | 135 | $17.84/hr | $0.34/hr | $11.88/hr | $14.17/hr | $17.16/hr | $20.65/hr | $24.87/hr |
| Minnesota | 60,340 | 2,293 | $20.11/hr | $0.16/hr | $12.57/hr | $15.71/hr | $19.02/hr | $24.03/hr | $29.41/hr |
| U S | 2,919,230 | 14,596 | $18.16/hr | $0.04/hr | $11.18/hr | $13.44/hr | $16.89/hr | $21.41/hr | $27.44/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 | 3,540 | $11.18/hr | N/A |
| Insurance Claims and Policy Processing Clerks | 610 | $15.95/hr | N/A |
| Bill and Account Collectors | 280 | $15.03/hr | N/A |
| Counter and Rental Clerks | 120 | $14.83/hr | N/A |
| Eligibility Interviewers, Government Programs | 60 | $20.68/hr | N/A |
| Court, Municipal, and License Clerks | 50 | $20.22/hr | N/A |
| Opticians, Dispensing | 30 | $15.25/hr | N/A |
| Interviewers, Except Eligibility and Loan | 20 | $22.19/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.
