Customer Service Representatives

Customer Service Representatives typically perform the following tasks: • 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. • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. • Determine charges for services requested, collect deposits or payments, or arrange for billing. • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. • Refer unresolved customer grievances to designated departments for further investigation. • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. • Review insurance policy terms to determine whether a particular loss is covered by insurance. • Solicit sales of new or additional services or products. • 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. • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.