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* ELMI Occupation Profile - Customer Service Representatives *
 
Customer Service Representatives
(O*NET 43-4051.00, SOC 43-4051)
 
More detailed occupations under this title:
 - Patient Representatives
What they do
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
 
Also called:
Account Manager, Account Representative, Call Center Representative, Client Services Representative, Customer Care Representative (CCR), Customer Service Agent, Customer Service Representative (Customer Service Rep), Customer Service Specialist, Member Services Representative, Sales Facilitator
 
 
Wages
Vermont - 2018
Percentile1HourlyYearly
10% $ 11.67   $24,270  
25% $ 13.66   $28,400  
Median $ 17.17   $35,720  
75% $ 21.55   $44,830  
90% $ 25.99   $54,050  
 
Average $ 18.15   $37,760  
1 What are Percentile Wages?
More at CareerOneStop
 
Industries of Employment
United States - 2016
IndustryPercent of total
  • Administrative and support services
18%
  • Insurance carriers and related activities
12%
  • Credit intermediation and related activities
8%
  • Merchant wholesalers, durable goods
4%
  • Management of companies and enterprises
3%
More at BLS
 
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.
  • English Language
    Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • 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.
  • Computers and Electronics
    Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
More at O*NET
 
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.
  • 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.
  • Critical Thinking
    Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
More at O*NET
 
Interests
People in this career often prefer these work environments:
  • Enterprising
    Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
  • Social
    Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
  • Conventional
    Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
What are your interests? Take the O*NET Interest Profiler
 
Work Styles
People in this career will do well at jobs that need:
  • Attention to Detail
    Job requires being careful about detail and thorough in completing work tasks.
  • Cooperation
    Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Integrity
    Job requires being honest and ethical.
  • Dependability
    Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Concern for Others
    Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
More at O*NET
 
Other Resources
  • CareerOneStop
    resource for job seekers, students, businessess and career professionals
  • O*NET Online
    nation's primary source of occupational information
 
Related Occupations
More at O*NET
 
 
Career Video
 
Projected Employment
 Vermont
2016 employment 3,503
2026 employment 3,567
Annual percent change
(compounded)
0.2%
Annual projected job openings
(due to change and separations)
452
More at Occupational Projections
 
Education and Experience:
  • Typical education needed for entry
    High school diploma or equivalent
  • Work experience in a related occupation
    No work experience
  • Typical on-the-job training needed to attain competency
    Less than 1 month on-the-job training
Based on BLS Education and Training Classifications
 
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.
Based on O*Net Job Zones and SVP
 
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   16%
Associate's degree   4%
Certificate or some college,
no degree
  9%
High school diploma
or equivalent
  67%
Less than high school diploma   4%
More at O*NET
 
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.
  • 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.
  • Near Vision
    The ability to see details at close range (within a few feet of the observer).
More at O*NET
 
Work Activities
In general, what you might do:
  • Getting Information
    Observing, receiving, and otherwise obtaining information from all relevant sources.
  • Interacting With Computers
    Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Communicating with Persons Outside 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.
  • Communicating with Supervisors, Peers, or Subordinates
    Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Establishing and Maintaining Interpersonal Relationships
    Developing constructive and cooperative working relationships with others, and maintaining them over time.
More at O*NET
 
Detailed Work Activities
What you might do in a day:
  • Discuss goods or services information with customers or patrons.
  • Respond to customer problems or complaints.
  • Maintain financial or account records.
  • Refer customers to appropriate personnel.
  • Calculate costs of goods or services.
More at O*NET
 
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.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
More at O*NET
 
O*NET in-it

This page includes information from the O*NET 24.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET® is a trademark of USDOL/ETA.

BLS

This page includes information produced in cooperation with the U.S. Bureau of Labor Statistics, Occupational Employment Statistics and State Occupational Projecions programs.

 
 
 
 
Vermont.gov State of Vermont Department of Labor