Description
Serve as the first point of contact to deliver non-technical, policy-based support and scripted information for routine inquiries about products and services. Handle and resolve general complaints, document issues, process basic account or billing adjustments, and escalate complex matters. Excludes installation, sales, repair, and advanced technical support.
- • Respond to customer inquiries via phone, email, chat, or messaging using approved scripts and knowledge resources.
- • Record details of interactions, issues, and actions taken in the CRM or ticketing system.
- • Resolve routine service or billing issues; process refunds, exchanges, credits, or bill adjustments according to policy.
- • Verify that requested changes and corrections were completed; follow up with customers as needed.
- • Update customers on case status, investigation results, or planned account adjustments.
- • Triage and escalate complex, policy, or technical matters to appropriate teams with clear documentation.
- • Determine charges, fees, or credits for services; collect payments or arrange billing when authorized.
- • Complete account maintenance requests such as address updates, cancellations, and service pauses or restarts.
- • Gather and validate information to assess complaints and identify likely causes, such as usage patterns or service outages.
- • Process returns, replacements, and order corrections; prepare return authorizations and required documentation.
- • Compare orders and invoices to resolve discrepancies on disputed merchandise or services.
- • Capture customer feedback and recommend improvements to products, policies, or procedures to prevent future issues.
- • Adhere to service-level agreements, quality standards, and privacy or compliance requirements.
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Marketing & Sales
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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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
