CompGeo Salary Survey Benchmark Job Summary and Competencies

Customer Service Representative

The Benchmark Job Description below represents the specific Position Characteristics of the job used in the Salary Survey. Benchmark Job Descriptions should be inspected carefully to review the degree of matching between an organizations' Job and the Salary Survey Benchmark. Matching internal Jobs to Salary Survey Benchmark Jobs should not be done on Job Title alone. A thorough comparison of Salary Survey Benchmark to Internal Job Descriptions is recommended. A good overlap should exist on any comparisons used on critical Job Dimensions and Competencies.
 
CompGeo Occupation Group: Sales and Marketing
Job Family: Sales Representative
Benchmark Title: Customer Service Representative
 
Summary Job Description Tasks
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
 
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
 
Check to ensure that appropriate changes were made to resolve customers' problems.
 
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
 
Refer unresolved customer grievances to designated departments for further investigation.
 
Determine charges for services requested, collect deposits or payments, or arrange for billing.
 
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
 
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.
 
Solicit sale of new or additional services or products.
 
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.
 
Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
 
Order tests that could determine the causes of product malfunctions.
 
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
 
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.
 
 
CompGeo Occupation Group: Sales and Marketing
Job Family: Sales Representative
Benchmark Title: Customer Service Representative
 
Important Knowledge Competencies Competency Description
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.
 
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.
 
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
 
 
CompGeo Occupation Group: Sales and Marketing
Job Family: Sales Representative
Benchmark Title: Customer Service Representative
 
Important Skill Competencies Competency Description
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.
 
Speaking Talking to others to convey information effectively.
 
Service Orientation Actively looking for ways to help people.
 
Reading Comprehension Understanding written sentences and paragraphs in work related documents.
 
Persuasion Persuading others to change their minds or behavior.
 
Writing Communicating effectively in writing as appropriate for the needs of the audience.
 
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
 
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
 
Coordination Adjusting actions in relation to others' actions.
 
Negotiation Bringing others together and trying to reconcile differences.
 
Time Management Managing one's own time and the time of others.
 
Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.
 
Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
 
Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
 
Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.
 
Instructing Teaching others how to do something.
 
 
CompGeo Occupation Group: Sales and Marketing
Job Family: Sales Representative
Benchmark Title: Customer Service Representative
 
Important Ability Competencies Competency Description
Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.
 
Oral Expression The ability to communicate information and ideas in speaking so others will understand.
 
Speech Clarity The ability to speak clearly so others can understand you.
 
Speech Recognition The ability to identify and understand the speech of another person.
 
Written Expression The ability to communicate information and ideas in writing so others will understand.
 
Written Comprehension The ability to read and understand information and ideas presented in writing.
 
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.
 
Near Vision The ability to see details at close range (within a few feet of the observer).
 
Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.
 
Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
 
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).
 
Selective Attention The ability to concentrate on a task over a period of time without being distracted.
 
Category Flexibility The ability to generate or use different sets of rules for combining or grouping things in different ways.
 
Finger Dexterity The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
 
Originality The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
 
Flexibility of Closure The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material.
 
 
CompGeo Occupation Group: Sales and Marketing
Job Family: Sales Representative
Benchmark Title: Customer Service Representative
 
Tools/Technology Example Product Category
Active Data Online WebChat Network conferencing software
 
Astute Solutions PowerCenter Electronic mail software
 
Austin Logistics CallSelect Customer relationship management CRM software
 
Austin Logistics CallTech Customer relationship management CRM software
 
Austin Logistics Valeo Customer relationship management CRM software
 
Avaya software Contact center software
 
Avidian Technologies Prophet Customer relationship management CRM software
 
Customer account management software Customer relationship management CRM software
 
Customer complaint ticketing management software Customer relationship management CRM software
 
Customer relationship management CRM software Customer relationship management CRM software
 
Customer service and support software Customer relationship management CRM software
 
Customer service knowledge generation software Data base user interface and query software
 
DSC Pacer Interactive Voice Response System Voice recognition software
 
Hosted Support ezSupport Pro Customer relationship management CRM software
 
IBM Lotus Notes Electronic mail software
 
Intuit QuickBooks Enterprise Solutions software Enterprise resource planning ERP software
 
Lynk Everest Customer relationship management CRM software
 
Main Street Softworks Monetra Point of sale POS software
 
Microsoft Excel Spreadsheet software
 
Microsoft Office software Office suite software
 
Microsoft Outlook Electronic mail software
 
Microsoft Word Word processing software
 
Multi-channel contact center software Contact center software
 
Parature eRealtime Network conferencing software
 
Parature eTicket Customer relationship management CRM software
 
SSA Global software Customer relationship management CRM software
 
Sage MAS 200 Enterprise resource planning ERP software
 
Sales force automation software Customer relationship management CRM software
 
Telemation e-CRM Customer relationship management CRM software
 
Timpani Chat Network conferencing software
 
Timpani Contact Center Contact center software
 
Timpani Email Contact center software
 
Unified messaging software Mobile messaging service software
 
eStara Softphone Network conferencing software
 
Autodialing systems Autodialers
 
Automatic call distribution ACD system Automatic call distributor ACD
 
Calling line identification equipment Standalone telephone caller identification
 
Cash registers Cash registers
 
Desktop computers Desktop computers
 
Dialed number identification systems DNIS Standalone telephone caller identification
 
Global positioning system GPS devices Global positioning system receivers
 
Multi-line telephone systems Special purpose telephones
 
On hold players Music or message on hold player
 
Personal digital assistants PDA Personal digital assistant PDAs or organizers
 
Predictive dialers Autodialers
 
Scanners Scanners
 
Voice broadcasting systems Automated attendant systems
 
Wireless telephone headsets Phone headsets
 
Wireless telephone systems Digital Telephones
 
 
CompGeo Occupation Group: Sales and Marketing
Job Family: Sales Representative
Benchmark Title: Customer Service Representative
 
Prerequisite Qualification Category Education and Experience Level
Required Level of Education High School Diploma (or GED or High School Equivalence Certificate)
 
On-the-Job Training Over 1 month, up to and including 3 months
 
On-Site or In-Plant Training Over 1 month, up to and including 3 months
 
 
CompGeo Occupation Group: Sales and Marketing
Job Family: Sales Representative
Benchmark Title: Customer Service Representative
 
Alternate Job Title(s)
Account Adjuster
Account Manager
Account Representative
Account Service Representative
Adjustment Clerk
Automotive Service Advisor
Automotive Service Writer
Bill Adjuster
Call Center Representative
Claim Adjuster
Claim Agent
Claim Approver
Claim Clerk
Claim Processor
Claim Representative
Claim Taker
Claims Adjuster
Claims Assistant
Claims Clerk
Claims Service Representative
Clerical Adjudicator
Client Relations Specialist
Client Services Representative
Compensation Adjuster
Complaint Adjuster
Complaint Clerk
Contact Center Specialist
Customer Administrator
Customer Advocate
Customer Care Representative (CCR)
Customer Care Specialist
Customer Complaint Clerk
Customer Contact Specialist
Customer Relations Manager (CRM)
Customer Relations Representative
Customer Relationship Manager
Customer Service Agent
Customer Service Assistant
Customer Service Associate
Customer Service Clerk
Customer Service Consultant
Customer Service Coordinator
Customer Service Manager (CSM)
Customer Service Officer
Customer Service Representative
Customer Service Specialist
Customer Solutions Associate
Customer Support Executive
Customer Support Manager
Customer Support Representative
Field Representative
Field Service Representative
Film Replacement Orderer
Gas Distribution and Emergency Clerk
Guest Service Agent
Hub Associate
Inbound Customer Service Representative
Inside Sales Agent
Lineman Service or Work Dispatcher
Lost and Found Clerk
Marketing Associate
Member Services Representative
Membership Coordinator
Merchandise Complaint Adjuster
Passenger Relations Representative
Phone Representative
Policyholder Information Clerk
Product Consultant
Product Support Specialist
Regulatory Specialist
Return Clerk
Return-to-Factory Clerk
Service Representative
Service Writer
Technical Service Representative
Telephone Service Adviser
Tire Adjuster
Trouble Clerk
Utilities Customer Service Representative
Utility Bill Complaints Investigator
Warranty Administrator
Warranty Clerk
Warranty Manager
 
CompGeo Occupation Group: Sales and Marketing
Job Family: Sales Representative
Benchmark Title: Customer Service Representative
 
 
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