43-4051.00 · Task explorer
Customer Service Representatives: reported tasks and exploration worksheet
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.
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Read the task inventory
This source lists 13 tasks, including 7 marked Core and 6 marked Supplemental. Labels and dates are retained below. Employers can combine or divide these responsibilities differently; explore the task itself before assuming it belongs in every version of the role.
Task source dates: 08/2022.
13 tasks shown
Core · Task 18565 · 08/2022 · Incumbent
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.
Core · Task 2578 · 08/2022 · Incumbent
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Core · Task 2580 · 08/2022 · Incumbent
Check to ensure that appropriate changes were made to resolve customers' problems.
Core · Task 2581 · 08/2022 · Incumbent
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Core · Task 2583 · 08/2022 · Incumbent
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Core · Task 2584 · 08/2022 · Incumbent
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Core · Task 2582 · 08/2022 · Incumbent
Refer unresolved customer grievances to designated departments for further investigation.
Supplemental · Task 2579 · 08/2022 · Incumbent
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Supplemental · Task 2587 · 08/2022 · Incumbent
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Supplemental · Task 2586 · 08/2022 · Incumbent
Solicit sales of new or additional services or products.
Supplemental · Task 2589 · 08/2022 · Incumbent
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Supplemental · Task 2585 · 08/2022 · Incumbent
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.
Supplemental · Task 2591 · 08/2022 · Incumbent
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Make the shortlist useful
- Choose one to three activities that tell you something different about the work. Avoid selecting several ways of describing the same interest.
- For each, write an example you can discuss or a question that would change your understanding of the role.
- Keep source task IDs with your notes so you can return to the same description. Do not include private employer or customer information.
The exported worksheet distinguishes the reported task from your own notes. It supports exploration, not a hiring decision or a validated assessment.
Keep your worksheet
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Source and practice material
Occupational context uses the O*NET® 31.0 Database from the U.S. Department of Labor, Employment and Training Administration, under CC BY 4.0. View the occupation.
Skill Workbench selected and adapted the occupational information and added its own fictional cases, calculations, guidance and worksheets. USDOL/ETA has not approved, endorsed or tested these additions. O*NET® is a trademark of USDOL/ETA.