Customer Service Representatives
Summary Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Duties
- 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.
- 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.
- Refer unresolved customer grievances to designated departments for further investigation.
- 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.
- 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.
- Solicit sales of new or additional services or products.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Order tests that could determine the causes of product malfunctions.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- 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.
- Discuss goods or services information with customers or patrons.
- Maintain financial or account records.
- Respond to customer problems or complaints.
- Execute sales or other financial transactions.
- Respond to customer problems or complaints.
- Provide notifications to customers or patrons.
- Refer customers to appropriate personnel.
- Calculate costs of goods or services.
- Collect deposits, payments or fees.
- Prepare documentation for contracts, transactions, or regulatory compliance.
- Respond to customer problems or complaints.
- Promote products, services, or programs.
- Review customer insurance information.
- Inspect items for damage or defects.
- Review customer insurance information.
- Coordinate operational activities.
- Recommend packing or shipping methods.
- Adobe Systems Adobe Acrobat
- ADP Workforce Now
- Blackbaud The Raiser's Edge
- Citrix
- Data entry software
- FileMaker Pro
- Handheld computer device software
- Healthcare common procedure coding system HCPCS
- Human resource management software HRMS
- IBM Cognos Impromptu
- IBM Domino
- IBM Notes
- IBM Power Systems software
- Intuit QuickBooks
- Intuit QuickBooks Enterprise Solutions
- LexisNexis
- McAfee
- Medical condition coding software
- Medical procedure coding software
- MEDITECH software
- Microsoft Access
- Microsoft Dynamics
- Microsoft Dynamics GP
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Publisher
- Microsoft SharePoint
- Oracle JD Edwards EnterpriseOne
- Oracle PeopleSoft
- Sage 50 Accounting
- Sage MAS 200
- Salesforce software
- SAP
- Yardi
- Active Data Online WebChat
- Applied Systems Vision
- AS/400 Database
- Astute Solutions PowerCenter
- Austin Logistics CallSelect
- Austin Logistics CallTech
- Austin Logistics Valeo
- Autodialing systems
- Automatic call distribution ACD system
- Avidian Technologies Prophet
- Calling line identification equipment
- Cash registers
- Customer account management software
- Customer complaint ticketing management software
- Customer relationship management CRM software
- Customer service and support software
- Customer service knowledge generation software
- Desktop computers
- Dialed number identification systems DNIS
- DSC Pacer Interactive Voice Response System
- eStara Softphone
- Global positioning system GPS receivers
- Hosted Support ezSupport Pro
- iShip
- j2 Global Communications onebox
- Kronos Workforce Timekeeper
- Lynk Everest
- Main Street Softworks Monetra
- Microsoft Internet Explorer
- Microsoft Office
- Microsoft Windows
- Microsoft Word
- Multi-channel contact center software
- Multi-line telephone systems
- On hold players
- Open Text Fax Server, RightFax Edition
- Parature eRealtime
- Parature eTicket
- Personal digital assistants PDA
- Predictive dialers
- Sales force automation software
- Salesforce.com Salesforce CRM
- Scanners
- ShoreTel
- Stamps.com
- SugarSync
- Telemation e-CRM
- Timpani Chat
- Timpani Contact Center
- Timpani Email
- Unified messaging software
- Voice broadcasting systems
- Wireless telephone headsets
- Wireless telephone systems
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