Customer Service Representative

Occupation Information table
Overview: They investigate and resolve customer complaints about merchandise, service, billing, or credit rating. They may work for banks, department stores, utility companies, and other large organizations selling products and services to the public. Sometimes, they are called Adjustment Clerks.
Duties: 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. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers' problems. Determine charges for services requested, collect deposits or payments, or arrange for billing. Refer unresolved customer grievances to designated departments for further investigation. Review insurance policy terms to determine whether a particular loss is covered by insurance. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. 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.
Degree(s): A.A. Liberal Arts and Sciences 
A.S. Liberal Arts and Sciences (Mathematics and Science) 
Job Outlook: Employment in this field is projected to grow 9% to 13% from 2018 to 2028, which is faster than the average projected growth for all occupations.
Growth: Growth
Green: Green Career
Education Level: The typical training required for this career is generally a High School Degree or GED Certificate.
Additional Training/Education: To work as a Customer Service Rep., you should have at least a high school education. You should possess basic skills in English, Math, Computers, and have good Communication and Interpersonal skills. High schools, adult education, and community colleges offer courses in word processing and computers that are helpful in getting a job. Many companies provide on-the-job training.
Advancement Info: Advancement opportunities are better in larger offices or utility companies than in small offices. Adjustment Clerks can be promoted based on experience and skill. They can become administrative assistants, office managers, or records managers. Additional education is necessary to advance to professional positions. College courses in accounting, mathematics, English, and computer programming can lead to more employment opportunities within this field.
Recommended Skills:
  • Paying attention to what other people are saying, and taking time to understand the points being made.
  • Talking, giving speeches, or speaking in a group to convey information, explain ideas, or give instructions.
Recommended Values:
  • Having a routine job where the duties are very predictable and not likely to change over a long period of time.
  • Doing something where you can physically see the results of your work.

* National data collected by the Department of Labor in 2014 with projections through 2024. For New York green job information .

* For New York salary data information .

* For New York green job information .

Understanding acquiring positions in this field may be enhanced through continuing academic study (i.e. earning a baccalaureate or a master's degree) and/or work experience in the field, Queensborough Community College has established transfer agreements with other institutions for students who wish to further pursue their educational goals. Students are highly encouraged to meet with one of our Career Services to fully understand the opportunities available through study in their degree program.