Sample 1 - State of California

Occupation Profile


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Customer Service Representatives
(SOC Code : 43-4051)
in California

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Exclude individuals whose duties are primarily sales or repair.

Employers usually expect an employee in this occupation to be able to do the job after Moderate-term on-the-job training (1-12 months) .

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Occupational Wages[Top]
AreaYearPeriodHourly MeanHourly by Percentile
25thMedian75th
California 20141st Qtr$19.14$14.03$17.77$22.81

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Occupational Projections of Employment (also called "Outlook" or "Demand")[Top]
 AreaEstimated Year-Projected YearEmploymentEmployment ChangeAnnual Avg Openings
EstimatedProjectedNumberPercent
California 2010 - 2020197,300233,90036,60018.69,260

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Job Openings from JobCentral National Labor Exchange[Top]
 
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Within  miles of Zip Code.


Industries Employing This Occupation (click on Industry Title to View Employers List)[Top]
Industry Title
Number of Employers in State of California
Percent of Total
Employment for Occupation in State of California
Employment Services 6,7265.1%
Depository Credit Intermediation 9,8584.4%
Business Support Services 7,5714.4%
Management of Companies and Enterprises 9623.8%
Insurance Carriers 5,4703.6%
Office Administrative Services 2,1643.2%
Insurance Agencies, Brokerages & Support30,1102.9%
Commercial Goods Merchant Wholesalers 6,7832.7%
Electronic Markets and Agents/Brokers 2,6462.5%
Management & Technical Consulting Svc 30,0542.3%
Electronics and Appliance Stores 22,1181.9%
Cable and Other Subscription Programming1,1711.7%
Computer Systems Design and Rel Services10,0461.6%
General Medical and Surgical Hospitals 1,6751.6%
Other General Merchandise Stores 5,1861.5%
Department Stores 3,7241.5%
Nondepository Credit Intermediation 14,3921.3%
Activities Rel to Credit Intermediation 2,3201.3%
Natural Gas Distribution 2071.2%
Electronic Shopping & Mail-Order Houses 2,6171.1%
General Freight Trucking 4,6211.1%
Other Information Services 3,2851.0%
Printing and Related Support Activities 6,9251.0%

About Staffing Patterns
 

Training Programs (click on title for more information)[Top]
Program Title
Customer Service Support/Call Center/Teleservice Operation (
Receptionist

About Training & Apprenticeships
 

About This Occupation (from O*NET - The Occupation Information Network)[Top]
Top Tasks (Specific duties and responsibilities of this job.)
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.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Solicit sales of new or additional services or products.
Order tests that could determine the causes of product malfunctions.

More Tasks for Customer Service Representatives


Top Skills used in this Job
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.
Service Orientation - Actively looking for ways to help people.
Social Perceptiveness - Being aware of others` reactions and understanding why they react as they do.
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.
Speaking - Talking to others to convey information effectively.
Service Orientation - Actively looking for ways to help people.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Coordination - Adjusting actions in relation to others` actions.
Persuasion - Persuading others to change their minds or behavior.

More Skills for Customer Service Representatives


Top Abilities (Attributes of the person that influence performance in this job.)
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.
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.
Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Speech Recognition - The ability to identify and understand the speech of another person.
Speech Clarity - The ability to speak clearly so others can understand you.

More Abilities for Customer Service Representatives


Top Work Values (Aspects of this job that create satisfaction.)
Relationships - Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment.
Support - Occupations that satisfy this work value offer supportive management that stands behind employees.

More Work Values for Customer Service Representatives


Top Interests (The types of activities someone in this job would like.)
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.
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.

More Interests for Customer Service Representatives


Alternate Titles
Account Services Representatives; Call Center Representatives; Client Services Representatives; and Member Services Representatives.
 
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