Customer Service Representative

Date: Posted 07-Mar-2012, Closing 15-Nov-2015 (PST)

Location: Richmond, BC, CAN

Pay Rate: $30,000 to $35,000 annually to start

Pay Type: Salary

Benefits: Comprehensive health plan

Job Information

Tasks

  • Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • 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 and any planned adjustments.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.

 

Work Activities

  • Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
  • Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
  • Communicating with Persons Outside Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
  • Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
  • Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.

 

Skills

  • Service Orientation - Actively looking for ways to help people.
  • Coordination - Adjusting actions in relation to others' actions.
  • Speaking - Talking to others to convey information effectively.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.
  • Time Management - Managing one's own time and the time of others.
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

 

Abilities

  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Speech Clarity - The ability to speak clearly so others can understand you.
  • Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
  • Speech Recognition - The ability to identify and understand the speech of another person.
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.
  • Near Vision - The ability to see details at close range (within a few feet of the observer).
  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Written Comprehension - The ability to read and understand information and ideas presented in writing.
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

 

Work Styles

  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.

 

Tools & Technology

Tools used in this occupation:  

  • Autodialers
  • Automated attendant systems
  • Automatic call distributor ACD
  • Digital Telephones
  • Personal digital assistant PDAs or organizers
  • Scanners
  • Standalone telephone caller identification  

Technology used in this occupation:

  • Contact center software
  • Customer relationship management CRM software
  • Data base user interface and query software
  • Electronic mail software
  • Network conferencing software
  • Office suite software  

Knowledge

  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
  • Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.

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