Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Confer with customers by telephone or in person to provideinformation about products or services, take or enter orders, cancel accounts,or obtain details of complaints.
Check to ensure that appropriate changes were made toresolve customers' problems.
Keep records of customer interactions or transactions,recording details of inquiries, complaints, or comments, as well as actionstaken.
Resolve customers' service or billing complaints byperforming activities such as exchanging merchandise, refunding money, oradjusting bills.
Complete contract forms, prepare change of address records,or issue service discontinuance orders, using computers.
Refer unresolved customer grievances to designateddepartments for further investigation.
Determine charges for services requested, collect depositsor payments, or arrange for billing.
Contact customers to respond to inquiries or to notify themof claim investigation results or any planned adjustments.
Solicit sales of new or additional services or products.
Order tests that could determine the causes of productmalfunctions.
Obtain and examine all relevant information to assessvalidity of complaints and to determine possible causes, such as extremeweather conditions that could increase utility bills.
Review claims adjustments with dealers, examining partsclaimed to be defective, and approving or disapproving dealers' claims.
Review insurance policy terms to determine whether aparticular loss is covered by insurance.
Compare disputed merchandise with original requisitions andinformation from invoices and prepare invoices for returned goods.
Recommend improvements in products, packaging, shipping,service, or billing methods and procedures to prevent future problems.
Customer and Personal Service Knowledge of principles and processes for providing customer andpersonal services. This includes customer needs assessment, meeting qualitystandards for services, and evaluation of customer satisfaction.
English Language Knowledge of the structure and content of the English languageincluding the meaning and spelling of words, rules of composition, and grammar.
Clerical Knowledge of administrative and clerical procedures and systems suchas word processing, managing files and records, stenography and transcription,designing forms, and other office procedures and terminology.
Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment,and computer hardware and software, including applications and programming.
Active Listening Giving full attention to whatother 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 conveyinformation effectively.
Service Orientation Actively looking for ways to helppeople.
Reading Comprehension Understanding written sentencesand paragraphs in work related documents.
Critical Thinking Using logic and reasoning toidentify the strengths and weaknesses of alternative solutions, conclusions orapproaches to problems.
Persuasion Persuading others to change theirminds or behaviour.
Active Learning Understanding the implications ofnew information for both current and future problem-solving anddecision-making.
Monitoring Monitoring / Assessing performanceof yourself, other individuals, or organizations to make improvements or takecorrective action.
Social Perceptiveness Being aware of others' reactionsand understanding why they react as they do.
Time Management Managing one's own time and thetime of others.
Access software Citrix
Accounting software Fund accounting software; IntuitQuickBooks; Sage 50 Accounting; Tax software
Backup or archival software SugarSync
Business intelligence and data analysis software IBM Cognos Impromptu
Communications server software IBM Domino;ShoreTel
Contact center software Multi-channel contact centersoftware; Timpani Contact Center; Timpani Email
Customer relationship management CRM software Austin Logistics CallTech; Blackbaud The Raiser's Edge;Salesforcesoftware; Telemation e-CRM
Data base user interface and query software Customer service knowledge generation software; Data entry software;FileMaker Pro; Microsoft Access
Desktop publishing software MicrosoftPublisher
Document management software Adobe SystemsAdobe Acrobat
Point of sale POS software Main StreetSoftworks Monetra
Presentation software Microsoft PowerPoint
Project management software MicrosoftSharePoint
Spreadsheet software Microsoft Excel
Time accounting software KronosWorkforce Timekeeper
Transaction security and virus protection software McAfee ; Symantec
Video creation and editing software YouTube
Voice recognition software DSC PacerInteractive Voice Response System
Web page creation and editing software Facebook; LinkedIn.
Oral Comprehension The ability to listen to andunderstand information and ideas presented through spoken words and sentences.
Oral Expression The ability to communicateinformation and ideas in speaking so others will understand.
Speech Clarity The ability to speak clearly soothers can understand you.
Speech Recognition The ability to identify andunderstand the speech of another person.
Near Vision The ability to see details at closerange (within a few feet of the observer).
Problem Sensitivity The ability to tell when somethingis wrong or is likely to go wrong. It does not involve solving the problem,only recognizing there is a problem.
Written Expression The ability to communicateinformation and ideas in writing so others will understand.
Written Comprehension The ability toread and understand information and ideas presented in writing.
Deductive Reasoning The ability to apply general rulesto specific problems to produce answers that make sense.
Inductive Reasoning The ability to combine pieces ofinformation to form general rules or conclusions (includes finding arelationship among seemingly unrelated events).
Information Ordering The ability to arrange things or actions in a certain order or patternaccording to a specific rule or set of rules (e.
g., patterns of numbers,letters, words, pictures, mathematical operations).