O*NET-SOC 43-4051.00
Customer Service Representatives
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.
From O*NET 30.3
Tasks
From O*NET 30.3, by importance, as O*NET OnLine lists them
Free · O*NET 30.3- 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.Core18565
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.Core2578
- Check to ensure that appropriate changes were made to resolve customers' problems.Core2580
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.Core2581
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.Supplemental2579
- Determine charges for services requested, collect deposits or payments, or arrange for billing.Core2583
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.Core2584
- Refer unresolved customer grievances to designated departments for further investigation.Core2582
- Review insurance policy terms to determine whether a particular loss is covered by insurance.Supplemental2587
- Solicit sales of new or additional services or products.Supplemental2586
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.Supplemental2589
- 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.Supplemental2585
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.Supplemental2591
Technology Skills
From O*NET 30.3, 112 examples in 45 categories, 26 Hot Technology
Free · O*NET 30.3Network conferencing software
- Active Data Online WebChat
- eStara Softphone
- Parature eRealtime
- Timpani Chat
Document management software
- Adobe AcrobatHot Technology
- Microsoft SharePointHot Technology
Graphics or photo imaging software
- Adobe Creative Cloud softwareHot Technology
- Adobe IllustratorHot Technology
- Adobe PhotoshopHot Technology
Human resources software
- ADP Workforce Now
- Human resource management software HRMS
- Oracle Taleo
Data base user interface and query software
- Airtable
- AS/400 Database
- Customer service knowledge generation software
- Data entry software
- Database software
- FileMaker Pro
- Microsoft AccessHot Technology
- Oracle DatabaseHot Technology
- Stamps.com software
- Yardi softwareHot Technology
Presentation software
- Apple Keynote
- Microsoft PowerPointHot Technology
- Poll Everywhere
Operating system software
- Apple macOSHot Technology
- Handheld computer device software
- Microsoft WindowsHot Technology
Customer relationship management CRM software
- Applied Systems Vision
- Austin Logistics CallSelect
- Austin Logistics CallTech
- Austin Logistics Valeo
- Avidian Technologies Prophet
- Blackbaud The Raiser's Edge
- Customer account management software
- Customer complaint ticketing management software
- Customer service and support software
- Hosted Support ezSupport Pro
- Lynk Everest
- Parature eTicket
- Sales force automation software
- Salesforce softwareHot Technology
- Salesforce.com Salesforce CRM
- Telemation e-CRM
Electronic mail software
- Astute Solutions PowerCenter
- IBM Notes
- Microsoft Exchange
- Microsoft OutlookHot TechnologyIn Demand
Access software
- Citrix cloud computing software
Financial analysis software
- Delphi Technology
- Oracle E-Business Suite Financials
Cloud-based data access and sharing software
- Dropbox
- Google Drive
- SlackHot Technology
Voice recognition software
- DSC Pacer Interactive Voice Response System
Web page creation and editing software
- FacebookHot Technology
- Google Sites
- Social media sites
Video conferencing software
- FaceTime
- Google Meet
- LogMeIn GoToMeeting
- ZoomHot Technology
Accounting software
- Fund accounting software
- Intuit QuickBooksHot Technology
- Sage 50 Accounting
- Tax software
Word processing software
- Google DocsHot Technology
- Microsoft OneNote
- Microsoft WordHot Technology
Instant messaging software
- GroupMe
Medical software
- Healthcare common procedure coding system HCPCS
- Medical condition coding software
- Medical procedure coding software
- MEDITECH softwareHot Technology
Business intelligence and data analysis software
- IBM Cognos Impromptu
Communications server software
- IBM Domino
- ShoreTel
Enterprise system management software
- IBM Power Systems software
Materials requirements planning logistics and supply chain software
- iShip
Helpdesk or call center software
- j2 Global Communications onebox
Time accounting software
- Kronos Workforce TimekeeperHot Technology
Information retrieval or search software
- LexisNexis
Point of sale POS software
- Main Street Softworks Monetra
Transaction security and virus protection software
- McAfee
- NortonLifeLock cybersecurity software
Enterprise resource planning ERP software
- Microsoft Dynamics
- Microsoft Dynamics GP
- NetSuite ERP
- Oracle JD Edwards EnterpriseOne
- Oracle PeopleSoftHot Technology
- Sage MAS 200 ERP
- SAP Business Objects
- SAP softwareHot Technology
Spreadsheet software
- Microsoft ExcelHot TechnologyIn Demand
Internet browser software
- Microsoft Internet Explorer
Office suite software
- Microsoft Office softwareHot TechnologyIn Demand
Desktop publishing software
- Microsoft Publisher
Project management software
- Microsoft TeamsHot Technology
Contact center software
- Multi-channel contact center software
- Timpani Contact Center
- Timpani Email
Multi-media educational software
- Nearpod
Fax software
- Open Text Fax Server, RightFax Edition
Computer based training software
- Padlet
Data base reporting software
- SAP Crystal Reports
Desktop communications software
- Skype
Backup or archival software
- SugarSync
Mobile messaging service software
- Unified messaging software
Network security and virtual private network VPN equipment software
- Virtual private networking VPN software
Internet protocol IP multimedia subsystem software
- Voice over internet protocol VoIP system software
Video creation and editing software
- YouTube
Detailed Work Activities
From O*NET 30.3, under their work activities; open one for the AI skills Workforce Automation maps to it
Free · O*NET 30.3Processing Information
Verify accuracy of financial or transactional data.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Evaluating Information to Determine Compliance with Standards
Review customer insurance information.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Making Decisions and Solving Problems
Calculate costs of goods or services.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Documenting/Recording Information
Maintain financial or account records.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Prepare documentation for contracts, transactions, or regulatory compliance.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Interpreting the Meaning of Information for Others
Discuss goods or services information with customers or patrons.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Communicating with People Outside the Organization
Provide notifications to customers or patrons.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Assisting and Caring for Others
Refer customers to appropriate personnel.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Selling or Influencing Others
Promote products, services, or programs.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Performing for or Working Directly with the Public
Respond to customer problems or complaints.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Providing Consultation and Advice to Others
Recommend packing or shipping methods.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Performing Administrative Activities
Execute sales or other financial transactions.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Process customer bills or payments.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Monitoring and Controlling Resources
Collect deposits, payments or fees.
WFA · Part of the paid plan when accounts openWFA (Workforce Automation) analysis: 0 of 0 AI skills mapped to this activity, by automation level
- No tools yet
- Not mapped yet
Job Zone
From O*NET 30.3
Free · O*NET 30.3Job Zone 1-2: Very Little to Some Preparation Needed
Workforce Automation analysis, not part of the source
WFA coverage: AI skills for this job
WFA · Part of the paid plan when accounts openPilot mapping: these skill links come from our seed list and haven’t been reviewed yet. Expect them to change as each one is checked.
Equivalents
NICE work roles, with their DCWF equivalents
Mapped to this job by the ETO-CSET NICE/O*NET crosswalk (2024); roles from NICE Framework Components v2.2.0, DCWF equivalents from DoD DCWF Tool v5.3 (2026-09-25)
Free · NICE Framework Components v2.2.0 and DoD DCWF Tool v5.3 (2026-09-25)No NICE work role maps to this job.