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Similarly, the O*NET describes the role of the CSR as follows: Confers with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints. Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Resolves 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. Contacts customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Refers unresolved customer grievances to designated departments for further investigation. Determines charges for services requested, collect deposits or payments, or arrange for billing. Completes contract forms, prepare change of address records, and issue service discontinuance orders, using computers. Obtains and examines all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills. Solicits sale of new or additional services or products.
For even more information, read more according to the Occupational Outlook Handbook, visit:
Customer Service Representative