CareerGPS

Customer Service Representatives
Summary Occupational Forecast Data for Customer Service Representatives
Employment Employment Change Average Annual Job Openings Wage & Training Levels
2018 2023 Numerical Percent New Jobs Replacement Jobs Total Median Hourly Median Annual Training Levels
12,470 14,047 1,577 12.65% 315 1,707 2,023 $16.90 $35,161 High school diploma or equivalent
Description: Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Staffing Pattern Data Forecast Data Source: EMSI (2nd Quarter 2018)

Occupation Details

The information in this section represents occupational characteristics included in O*NET which defines key features of an occupation as a standardized, measurable set of variables called "descriptors". These distinguishing characteristics of an occupation are described in greater detail in the O*NET Content Model. All items are listed in descending order of importance.

  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.

Knowledge

77%
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
65%
Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
64%
English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Skills

72%
Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
72%
Speaking - Talking to others to convey information effectively.
69%
Service Orientation - Actively looking for ways to help people.
62%
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
62%
Persuasion - Persuading others to change their minds or behavior.
60%
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
60%
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
56%
Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
56%
Coordination - Adjusting actions in relation to others' actions.
53%
Negotiation - Bringing others together and trying to reconcile differences.
53%
Time Management - Managing one's own time and the time of others.
50%
Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
50%
Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Abilities

78%
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
75%
Speech Clarity - The ability to speak clearly so others can understand you.
75%
Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
72%
Speech Recognition - The ability to identify and understand the speech of another person.
65%
Written Expression - The ability to communicate information and ideas in writing so others will understand.
62%
Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
62%
Written Comprehension - The ability to read and understand information and ideas presented in writing.
62%
Near Vision - The ability to see details at close range (within a few feet of the observer).
60%
Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
56%
Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
56%
Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
50%
Selective Attention - The ability to concentrate on a task over a period of time without being distracted.

Work Activities

89%
Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
83%
Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
82%
Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
80%
Communicating with Persons Outside Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
77%
Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
74%
Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
70%
Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
68%
Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
68%
Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
66%
Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
64%
Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
64%
Selling or Influencing Others - Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
63%
Performing for or Working Directly with the Public - Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
63%
Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
62%
Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
59%
Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
59%
Judging the Qualities of Things, Services, or People - Assessing the value, importance, or quality of things or people.
54%
Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.
52%
Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
Title Job Zone Two: Some Preparation Needed
Overall Experience Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Job Training Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
Job Zone Examples These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.
Education These occupations usually require a high school diploma.

Interests

Enterprising - Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Social - Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Conventional - Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

Work Styles

Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Integrity - Job requires being honest and ethical.
Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.

Work Values

Relationships - Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.