About This Career

Interacts with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints.

This career is part of the Business Management and Administration cluster Administrative Services pathway.

A person in this career:

• Confers 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.
• Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Checks to ensure that appropriate changes were made to resolve customers' problems.
• Contacts customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Determines charges for services requested, collects deposits or payments, or arranges for billing.
• Completes contract forms, prepares change of address records, or issues service discontinuance orders, using computers.
• Refers unresolved customer grievances to designated departments for further investigation.
• Resolves customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Reviews insurance policy terms to determine whether a particular loss is covered by insurance.
• Reviews claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

Working Conditions and Physical Demands

People who do this job report that:

• You would sit most of the time. There's some walking and standing. You may have to lift and carry things like books, papers or tools weighing 10 lbs. or less.
• Work in this occupation involves using your hands to hold, control, and feel objects more than one-third of the time
• Work in this occupation requires being inside most of the time
• Work in this occupation involves making repetitive motions more than one-third of the time
• Work in this occupation involves sitting more than one-third of the time

Working in this career involves (physical activities):

• Seeing clearly up close
• Speaking clearly enough to be able to be understood by others
• Identifying and understanding the speech of another person

Work Hours and Travel

• Rotating shift work