Description
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.
- • 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.
- • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- • 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.
Related specializations
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Related Pathways
Marketing & Sales
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Source
Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Sources & Standards:
This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
