What they do
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Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
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| Also called: |
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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
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Wages
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| Vermont - 2020 |
| Percentile1 | Hourly | Yearly |
| 10% |
$ 12.67 |
$26,350 |
| 25% |
$ 14.74 |
$30,670 |
| Median |
$ 18.06 |
$37,570 |
| 75% |
$ 22.58 |
$46,960 |
| 90% |
$ 26.84 |
$55,830 |
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| Average |
$ 19.12 |
$39,760 |
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| More at CareerOneStop |
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Industries of Employment
| United States - 2018 |
| Industry | Percent of total |
- Administrative and support services
| 18% |
- Insurance carriers and related activities
| 12% |
- 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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- 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.
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- Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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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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- Speaking
Talking to others to convey information effectively.
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- Service Orientation
Actively looking for ways to help people.
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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
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.
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- Social
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
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- 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.
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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: |
- Attention to Detail
Job requires being careful about detail and thorough in completing work tasks.
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- Cooperation
Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
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- Integrity
Job requires being honest and ethical.
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- Dependability
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
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- Concern for Others
Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
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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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| Related Occupations
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| Career Video
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Projected Employment
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| Vermont |
| 2018 employment |
4,101 |
| 2028 employment |
3,966 |
Annual percent change
(compounded) |
-0.3% |
Annual projected job openings
(due to change and separations) |
524 |
| 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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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 | | 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 |
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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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- Near Vision
The ability to see details at close range (within a few feet of the observer).
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| More at O*NET |
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Work Activities
| In general, what you might do: |
- Getting Information
Observing, receiving, and otherwise obtaining information from all relevant sources.
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- Interacting 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 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.
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- 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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- Establishing and Maintaining Interpersonal Relationships
Developing constructive and cooperative working relationships with others, and maintaining them over time.
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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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- Respond to customer problems or complaints.
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- Maintain financial or account records.
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- Refer customers to appropriate personnel.
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- Calculate costs of goods or services.
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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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- Check to ensure that appropriate changes were made to resolve customers' problems.
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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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- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
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- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
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| More at O*NET |
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