What they do
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Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
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| Also called: |
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Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (CSR), Customer Service Specialist, Customer Support Representative (Customer Support Rep), Guest Service Agent, Member Services Representative (Member Services Rep)
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Wages
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| Vermont - 2023 |
| Percentile1 | Hourly | Yearly |
| 10% |
$ 15.19 |
$31,600 |
| 25% |
$ 17.97 |
$37,380 |
| Median |
$ 20.48 |
$42,590 |
| 75% |
$ 23.63 |
$49,140 |
| 90% |
$ 28.66 |
$59,610 |
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| Average |
$ 21.48 |
$44,680 |
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| More at CareerOneStop |
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Industries of Employment
| United States - 2020 |
| Industry | Percent of total |
- Administrative and support services
| 17% |
- Insurance carriers and related activities
| 13% |
- Credit intermediation and related activities
| 7% |
- Professional, scientific, and technical services
| 6% |
- Merchant wholesalers, durable goods
| 4% |
| More at BLS |
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Knowledge
| People in this career often know a lot about: |
- 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.
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- English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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- Administration and Management
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
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- Sales and Marketing
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
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- Mathematics
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
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| More at O*NET |
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Skills
| People in this career often have these skills: |
- 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.
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- Service Orientation
Actively looking for ways to help people.
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- Speaking
Talking to others to convey information effectively.
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- Reading Comprehension
Understanding written sentences and paragraphs in work-related documents.
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- Critical Thinking
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
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| More at O*NET |
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Interests
| People in this career often prefer these work environments: |
- Enterprising
Work involves managing, negotiating, marketing, or selling, typically in a business setting, or leading or advising people in political and legal situations. Enterprising occupations are often associated with business initiatives, sales, marketing/advertising, finance, management/administration, professional advising, public speaking, politics, or law.
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- Social
Work involves helping, teaching, advising, assisting, or providing service to others. Social occupations are often associated with social, health care, personal service, teaching/education, or religious activities.
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- Conventional
Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.
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| What are your interests? Take the O*NET Interest Profiler |
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Work Styles
| People in this career will do well at jobs that need: |
- Dependability
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
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- Self-Control
Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
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- Attention to Detail
Job requires being careful about detail and thorough in completing work tasks.
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- Stress Tolerance
Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
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- Integrity
Job requires being honest and ethical.
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| More at O*NET |
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Tasks
| On the job, you would: |
- 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.
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- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
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- Check to ensure that appropriate changes were made to resolve customers' problems.
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- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
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- Determine charges for services requested, collect deposits or payments, or arrange for billing.
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| More at O*NET |
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| Related Occupations
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| Career Video
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Projected Employment
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| Vermont |
| 2020 employment |
4,190 |
| 2030 employment |
4,268 |
Annual percent change
(compounded) |
0.2% |
Annual projected job openings
(due to change and separations) |
540 |
| More at Occupational Projections |
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Education and Experience:
- Typical education needed for entry
High school diploma or equivalent
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- Work experience in a related occupation
None
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- Typical on-the-job training needed to attain competency
Short-term on-the-job training
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| Based on BLS Education and Training Classifications |
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Physical Work Activity
Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling materials.
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- Physical activity is Important
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| Low |  | High |
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| Compare Occupations at O*NET |
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Job Zone
| Some Preparation Needed |
- Specific Vocational Preparation Range
(4.0 to < 6.0) - A typical worker will require
over 3 months up to and including 1 year
of training to achieve average performance in this occupation.
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| Based on O*Net Job Zones and SVP |
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Education Level
| How much education do most people in this career have? |
| Education level |  | Percent of
U.S. Workers |
Doctoral or professional degree
or post-MA certificate | | 0% |
Master's degree or
post-BA certificate | | 0% |
| Bachelor's degree | | 14% |
| Associate's degree | | 14% |
Certificate or some college,
no degree | | 17% |
High school diploma
or equivalent | | 55% |
| Less than high school diploma | | 0% |
| More at O*NET |
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Abilities
| People in this career often have talent in: |
- Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences.
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- Oral Expression
The ability to communicate information and ideas in speaking so others will understand.
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- Speech Clarity
The ability to speak clearly so others can understand you.
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- Speech Recognition
The ability to identify and understand the speech of another person.
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- 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 that there is a problem.
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| More at O*NET |
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Work Activities
| In general, what you might do: |
- Communicating with Supervisors, Peers, or Subordinates
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
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- Working with Computers
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
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- Communicating with People Outside the 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.
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- 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.
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- Processing Information
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
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| More at O*NET |
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Detailed Work Activities
| What you might do in a day: |
- Discuss goods or services information with customers or patrons.
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- Maintain financial or account records.
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- Respond to customer problems or complaints.
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- Provide notifications to customers or patrons.
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- Execute sales or other financial transactions.
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| More at O*NET |
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Other Resources
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- CareerOneStop
resource for job seekers, students, businessess and career professionals
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- O*NET Online
nation's primary source of occupational information
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