Customer Service Reps

ESSENTIAL DUTIES & RESPONSIBILITIES

• 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.


• Check to ensure that appropriate changes were made to resolve customers' problems.


• 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.


• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.


• Refer unresolved customer grievances to designated departments for further investigation.


• 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 or any planned adjustments.


• Refers complaints of product or service failure to appropriate departments for investigation.


• Coordinates customers' service needs with other departments as required to ensure customer service.


• May receive orders, resolve complaints about billing, and explain how to use product or service.