[Core] [73% incumbents] 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.
  DWAs: Discuss goods or services information with customers or patrons.

[Core] [73% incumbents] Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  DWAs: Maintain financial or account records.

[Core] [73% incumbents] Check to ensure that appropriate changes were made to resolve customers' problems.
  DWAs: Respond to customer problems or complaints.

[Core] [73% incumbents] Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  DWAs: Provide notifications to customers or patrons.

[Supplemental] [73% incumbents] Solicit sales of new or additional services or products.
  DWAs: Promote products, services, or programs.

[Core] [72% incumbents] Determine charges for services requested, collect deposits or payments, or arrange for billing.
  DWAs: Calculate costs of goods or services. | Collect deposits, payments or fees.

[Core] [72% incumbents] Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  DWAs: Prepare documentation for contracts, transactions, or regulatory compliance.

[Core] [72% incumbents] Refer unresolved customer grievances to designated departments for further investigation.
  DWAs: Refer customers to appropriate personnel.

[Supplemental] [72% incumbents] Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
  DWAs: Verify accuracy of financial or transactional data. | Process customer bills or payments.

[Supplemental] [72% incumbents] 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.
  DWAs: Respond to customer problems or complaints.

[Supplemental] [72% incumbents] Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  DWAs: Recommend packing or shipping methods.

[Supplemental] [71% incumbents] Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  DWAs: Respond to customer problems or complaints. | Execute sales or other financial transactions.

[Supplemental] [71% incumbents] Review insurance policy terms to determine whether a particular loss is covered by insurance.
  DWAs: Review customer insurance information.

--- SKILLS ---
  Active Listening (imp:4.00 lvl:4.00) — Giving full attention to what other people are saying, taking time to understand
  Speaking (imp:3.88 lvl:3.75) — Talking to others to convey information effectively.
  Reading Comprehension (imp:3.38 lvl:3.12) — Understanding written sentences and paragraphs in work-related documents.
  Critical Thinking (imp:3.25 lvl:3.50) — Using logic and reasoning to identify the strengths and weaknesses of alternativ
  Writing (imp:3.00 lvl:3.00) — Communicating effectively in writing as appropriate for the needs of the audienc
  Monitoring (imp:3.00 lvl:3.00) — Monitoring/Assessing performance of yourself, other individuals, or organization
  Active Learning (imp:2.88 lvl:2.88) — Understanding the implications of new information for both current and future pr
  Learning Strategies (imp:2.62 lvl:2.88) — Selecting and using training/instructional methods and procedures appropriate fo
  Mathematics (imp:2.25 lvl:2.25) — Using mathematics to solve problems.
  Science (imp:1.00) — Using scientific rules and methods to solve problems.

--- KNOWLEDGE ---
  Customer and Personal Service (imp:4.70 lvl:5.67) — Knowledge of principles and processes for providing customer and personal servic
  English Language (imp:3.92 lvl:3.47) — Knowledge of the structure and content of the English language including the mea
  Administration and Management (imp:3.51 lvl:3.40) — Knowledge of business and management principles involved in strategic planning, 
  Sales and Marketing (imp:3.45 lvl:3.71) — Knowledge of principles and methods for showing, promoting, and selling products
  Mathematics (imp:3.34 lvl:3.38) — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their appl
  Administrative (imp:3.29 lvl:3.78) — Knowledge of administrative and office procedures and systems such as word proce
  Computers and Electronics (imp:3.28 lvl:3.49) — Knowledge of circuit boards, processors, chips, electronic equipment, and comput
  Economics and Accounting (imp:2.91 lvl:2.38) — Knowledge of economic and accounting principles and practices, the financial mar
  Public Safety and Security (imp:2.82 lvl:1.96) — Knowledge of relevant equipment, policies, procedures, and strategies to promote
  Education and Training (imp:2.55 lvl:1.81) — Knowledge of principles and methods for curriculum and training design, teaching
  Personnel and Human Resources (imp:2.46 lvl:1.67) — Knowledge of principles and procedures for personnel recruitment, selection, tra
  Telecommunications (imp:2.39 lvl:1.33) — Knowledge of transmission, broadcasting, switching, control, and operation of te
  Psychology (imp:2.22 lvl:2.04) — Knowledge of human behavior and performance; individual differences in ability, 
  Communications and Media (imp:2.13 lvl:1.59) — Knowledge of media production, communication, and dissemination techniques and m
  Transportation (imp:2.13 lvl:1.43) — Knowledge of principles and methods for moving people or goods by air, rail, sea
  Production and Processing (imp:2.01 lvl:1.40) — Knowledge of raw materials, production processes, quality control, costs, and ot
  Law and Government (imp:1.99 lvl:1.11) — Knowledge of laws, legal codes, court procedures, precedents, government regulat
  Sociology and Anthropology (imp:1.75) — Knowledge of group behavior and dynamics, societal trends and influences, human 
  Medicine and Dentistry (imp:1.69) — Knowledge of the information and techniques needed to diagnose and treat human i
  Geography (imp:1.63 lvl:1.22) — Knowledge of principles and methods for describing the features of land, sea, an
  Engineering and Technology (imp:1.60 lvl:0.79) — Knowledge of the practical application of engineering science and technology. Th
  Therapy and Counseling (imp:1.58) — Knowledge of principles, methods, and procedures for diagnosis, treatment, and r
  Foreign Language (imp:1.45 lvl:0.66) — Knowledge of the structure and content of a foreign (non-English) language inclu
  Philosophy and Theology (imp:1.44 lvl:0.73) — Knowledge of different philosophical systems and religions. This includes their 
  Mechanical (imp:1.34 lvl:0.40) — Knowledge of machines and tools, including their designs, uses, repair, and main
  Building and Construction (imp:1.31) — Knowledge of materials, methods, and the tools involved in the construction or r
  Chemistry (imp:1.30 lvl:0.71) — Knowledge of the chemical composition, structure, and properties of substances a
  Design (imp:1.29) — Knowledge of design techniques, tools, and principles involved in production of 
  Physics (imp:1.29) — Knowledge and prediction of physical principles, laws, their interrelationships,
  Biology (imp:1.25) — Knowledge of plant and animal organisms, their tissues, cells, functions, interd
  Food Production (imp:1.14) — Knowledge of techniques and equipment for planting, growing, and harvesting food
  History and Archeology (imp:1.08) — Knowledge of historical events and their causes, indicators, and effects on civi
  Fine Arts (imp:1.07) — Knowledge of the theory and techniques required to compose, produce, and perform

--- ABILITIES ---
  Oral Comprehension (imp:4.12 lvl:3.75) — The ability to listen to and understand information and ideas presented through 
  Oral Expression (imp:4.12 lvl:3.88) — The ability to communicate information and ideas in speaking so others will unde
  Speech Recognition (imp:4.00 lvl:3.25) — The ability to identify and understand the speech of another person.
  Speech Clarity (imp:4.00 lvl:3.25) — The ability to speak clearly so others can understand you.
  Problem Sensitivity (imp:3.88 lvl:3.25) — The ability to tell when something is wrong or is likely to go wrong. It does no
  Written Expression (imp:3.62 lvl:3.12) — The ability to communicate information and ideas in writing so others will under
  Near Vision (imp:3.62 lvl:3.25) — The ability to see details at close range (within a few feet of the observer).
  Written Comprehension (imp:3.38 lvl:3.12) — The ability to read and understand information and ideas presented in writing.
  Deductive Reasoning (imp:3.25 lvl:3.12) — The ability to apply general rules to specific problems to produce answers that 
  Inductive Reasoning (imp:3.12 lvl:3.12) — The ability to combine pieces of information to form general rules or conclusion
  Information Ordering (imp:3.12 lvl:3.00) — The ability to arrange things or actions in a certain order or pattern according
  Selective Attention (imp:2.88 lvl:2.88) — The ability to concentrate on a task over a period of time without being distrac
  Fluency of Ideas (imp:2.75 lvl:2.62) — The ability to come up with a number of ideas about a topic (the number of ideas
  Originality (imp:2.75 lvl:2.62) — The ability to come up with unusual or clever ideas about a given topic or situa
  Category Flexibility (imp:2.75 lvl:2.88) — The ability to generate or use different sets of rules for combining or grouping
  Mathematical Reasoning (imp:2.75 lvl:2.12) — The ability to choose the right mathematical methods or formulas to solve a prob
  Flexibility of Closure (imp:2.75 lvl:2.88) — The ability to identify or detect a known pattern (a figure, object, word, or so
  Memorization (imp:2.50 lvl:2.12) — The ability to remember information such as words, numbers, pictures, and proced
  Number Facility (imp:2.38 lvl:2.25) — The ability to add, subtract, multiply, or divide quickly and correctly.
  Speed of Closure (imp:2.38 lvl:2.12) — The ability to quickly make sense of, combine, and organize information into mea
  Perceptual Speed (imp:2.38 lvl:2.38) — The ability to quickly and accurately compare similarities and differences among
  Finger Dexterity (imp:2.38 lvl:2.12) — The ability to make precisely coordinated movements of the fingers of one or bot
  Time Sharing (imp:2.25 lvl:2.12) — The ability to shift back and forth between two or more activities or sources of
  Far Vision (imp:2.25 lvl:2.62) — The ability to see details at a distance.
  Auditory Attention (imp:2.25 lvl:2.00) — The ability to focus on a single source of sound in the presence of other distra
  Visualization (imp:2.12 lvl:2.12) — The ability to imagine how something will look after it is moved around or when 
  Arm-Hand Steadiness (imp:2.00 lvl:1.62) — The ability to keep your hand and arm steady while moving your arm or while hold
  Manual Dexterity (imp:2.00 lvl:1.38) — The ability to quickly move your hand, your hand together with your arm, or your
  Visual Color Discrimination (imp:2.00 lvl:1.88) — The ability to match or detect differences between colors, including shades of c
  Hearing Sensitivity (imp:2.00 lvl:1.88) — The ability to detect or tell the differences between sounds that vary in pitch 
  Control Precision (imp:1.88 lvl:1.00) — The ability to quickly and repeatedly adjust the controls of a machine or a vehi
  Wrist-Finger Speed (imp:1.50 lvl:0.62) — The ability to make fast, simple, repeated movements of the fingers, hands, and 
  Static Strength (imp:1.38 lvl:0.38) — The ability to exert maximum muscle force to lift, push, pull, or carry objects.
  Dynamic Strength (imp:1.38 lvl:0.38) — The ability to exert muscle force repeatedly or continuously over time. This inv
  Trunk Strength (imp:1.38 lvl:0.62) — The ability to use your abdominal and lower back muscles to support part of the 
  Extent Flexibility (imp:1.38 lvl:0.38) — The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.
  Multilimb Coordination (imp:1.25 lvl:0.25) — The ability to coordinate two or more limbs (for example, two arms, two legs, or
  Explosive Strength (imp:1.25 lvl:0.25) — The ability to use short bursts of muscle force to propel oneself (as in jumping
  Stamina (imp:1.25 lvl:0.25) — The ability to exert yourself physically over long periods of time without getti
  Gross Body Coordination (imp:1.25 lvl:0.25) — The ability to coordinate the movement of your arms, legs, and torso together wh
  Depth Perception (imp:1.25 lvl:0.25) — The ability to judge which of several objects is closer or farther away from you
  Gross Body Equilibrium (imp:1.12 lvl:0.12) — The ability to keep or regain your body balance or stay upright when in an unsta
  Spatial Orientation (imp:1.00) — The ability to know your location in relation to the environment or to know wher
  Response Orientation (imp:1.00) — The ability to choose quickly between two or more movements in response to two o
  Rate Control (imp:1.00) — The ability to time your movements or the movement of a piece of equipment in an
  Reaction Time (imp:1.00) — The ability to quickly respond (with the hand, finger, or foot) to a signal (sou
  Speed of Limb Movement (imp:1.00) — The ability to quickly move the arms and legs.
  Dynamic Flexibility (imp:1.00) — The ability to quickly and repeatedly bend, stretch, twist, or reach out with yo
  Night Vision (imp:1.00) — The ability to see under low-light conditions.
  Peripheral Vision (imp:1.00) — The ability to see objects or movement of objects to one's side when the eyes ar
  Glare Sensitivity (imp:1.00) — The ability to see objects in the presence of a glare or bright lighting.
  Sound Localization (imp:1.00) — The ability to tell the direction from which a sound originated.

--- WORK ACTIVITIES ---
  Communicating with Supervisors, Peers, or Subordinates (imp:4.59 lvl:4.38) — Providing information to supervisors, co-workers, and subordinates by telephone,
  Working with Computers (imp:4.54 lvl:3.42) — Using computers and computer systems (including hardware and software) to progra
  Communicating with People Outside the Organization (imp:4.51 lvl:3.67) — Communicating with people outside the organization, representing the organizatio
  Performing for or Working Directly with the Public (imp:4.37 lvl:4.06) — Performing for people or dealing directly with the public. This includes serving
  Processing Information (imp:4.30 lvl:4.26) — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying
  Getting Information (imp:4.21 lvl:4.27) — Observing, receiving, and otherwise obtaining information from all relevant sour
  Updating and Using Relevant Knowledge (imp:4.16 lvl:4.48) — Keeping up-to-date technically and applying new knowledge to your job.
  Organizing, Planning, and Prioritizing Work (imp:4.02 lvl:4.50) — Developing specific goals and plans to prioritize, organize, and accomplish your
  Training and Teaching Others (imp:4.02 lvl:3.13) — Identifying the educational needs of others, developing formal educational or tr
  Resolving Conflicts and Negotiating with Others (imp:4.01 lvl:3.64) — Handling complaints, settling disputes, and resolving grievances and conflicts, 
  Making Decisions and Solving Problems (imp:3.98 lvl:3.93) — Analyzing information and evaluating results to choose the best solution and sol
  Performing Administrative Activities (imp:3.95 lvl:3.41) — Performing day-to-day administrative tasks such as maintaining information files
  Documenting/Recording Information (imp:3.91 lvl:3.15) — Entering, transcribing, recording, storing, or maintaining information in writte
  Coordinating the Work and Activities of Others (imp:3.86 lvl:3.40) — Getting members of a group to work together to accomplish tasks.
  Interpreting the Meaning of Information for Others (imp:3.80 lvl:2.86) — Translating or explaining what information means and how it can be used.
  Establishing and Maintaining Interpersonal Relationships (imp:3.69 lvl:4.52) — Developing constructive and cooperative working relationships with others, and m
  Monitoring Processes, Materials, or Surroundings (imp:3.65 lvl:3.82) — Monitoring and reviewing information from materials, events, or the environment,
  Identifying Objects, Actions, and Events (imp:3.62 lvl:4.12) — Identifying information by categorizing, estimating, recognizing differences or 
  Analyzing Data or Information (imp:3.48 lvl:3.51) — Identifying the underlying principles, reasons, or facts of information by break
  Scheduling Work and Activities (imp:3.25 lvl:3.73) — Scheduling events, programs, and activities, as well as the work of others.
  Developing and Building Teams (imp:3.11 lvl:2.20) — Encouraging and building mutual trust, respect, and cooperation among team membe
  Evaluating Information to Determine Compliance with Standards (imp:3.07 lvl:2.91) — Using relevant information and individual judgment to determine whether events o
  Estimating the Quantifiable Characteristics of Products, Events, or Information (imp:2.94 lvl:2.53) — Estimating sizes, distances, and quantities; or determining time, costs, resourc
  Thinking Creatively (imp:2.94 lvl:2.45) — Developing, designing, or creating new applications, ideas, relationships, syste
  Guiding, Directing, and Motivating Subordinates (imp:2.79 lvl:2.05) — Providing guidance and direction to subordinates, including setting performance 
  Developing Objectives and Strategies (imp:2.78 lvl:2.53) — Establishing long-range objectives and specifying the strategies and actions to 
  Coaching and Developing Others (imp:2.76 lvl:2.70) — Identifying the developmental needs of others and coaching, mentoring, or otherw
  Selling or Influencing Others (imp:2.74 lvl:2.91) — Convincing others to buy merchandise/goods or to otherwise change their minds or
  Providing Consultation and Advice to Others (imp:2.71 lvl:2.82) — Providing guidance and expert advice to management or other groups on technical,
  Handling and Moving Objects (imp:2.69 lvl:3.10) — Using hands and arms in handling, installing, positioning, and moving materials,
  Monitoring and Controlling Resources (imp:2.67 lvl:2.21) — Monitoring and controlling resources and overseeing the spending of money.
  Performing General Physical Activities (imp:2.55 lvl:1.92) — Performing general physical activities includes doing activities that require co
  Staffing Organizational Units (imp:2.55 lvl:2.04) — Recruiting, interviewing, selecting, hiring, and promoting employees in an organ
  Judging the Qualities of Objects, Services, or People (imp:2.48 lvl:2.21) — Assessing the value, importance, or quality of things or people.
  Assisting and Caring for Others (imp:2.43 lvl:2.45) — Providing personal assistance, medical attention, emotional support, or other pe
  Inspecting Equipment, Structures, or Materials (imp:2.36 lvl:1.99) — Inspecting equipment, structures, or materials to identify the cause of errors o
  Controlling Machines and Processes (imp:2.28 lvl:1.56) — Using either control mechanisms or direct physical activity to operate machines 
  Repairing and Maintaining Electronic Equipment (imp:1.92 lvl:1.53) — Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines,
  Operating Vehicles, Mechanized Devices, or Equipment (imp:1.85) — Running, maneuvering, navigating, or driving vehicles or mechanized equipment, s
  Drafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment (imp:1.73) — Providing documentation, detailed instructions, drawings, or specifications to t
  Repairing and Maintaining Mechanical Equipment (imp:1.46 lvl:1.08) — Servicing, repairing, adjusting, and testing machines, devices, moving parts, an

--- WORK STYLES ---
  Dependability (imp:6.00) — A tendency to be reliable, responsible, and consistent in meeting work-related o
  Cooperation (imp:5.00) — A tendency to be pleasant, helpful, and willing to assist others at work.
  Social Orientation (imp:4.00) — A tendency to seek out, enjoy, and be energized by social interaction at work.
  Self-Control (imp:3.00) — A tendency to remain calm and composed and to manage emotions effectively in res
  Dependability (imp:2.41) — A tendency to be reliable, responsible, and consistent in meeting work-related o
  Self-Control (imp:2.38) — A tendency to remain calm and composed and to manage emotions effectively in res
  Cooperation (imp:2.34) — A tendency to be pleasant, helpful, and willing to assist others at work.
  Social Orientation (imp:2.26) — A tendency to seek out, enjoy, and be energized by social interaction at work.
  Empathy (imp:2.14) — A tendency to show concern for others and be sensitive to others' needs and feel
  Optimism (imp:2.06) — A tendency to exhibit a positive attitude and positive emotions at work, even un
  Empathy (imp:2.00) — A tendency to show concern for others and be sensitive to others' needs and feel
  Attention to Detail (imp:1.86) — A tendency to be detail-oriented, organized, and thorough in completing work.
  Stress Tolerance (imp:1.80) — A tendency to cope and function effectively in stressful situations at work.
  Integrity (imp:1.70) — A tendency to be honest and ethical at work.
  Sincerity (imp:1.60) — A tendency to be genuine and sincere in interactions with others at work, withou
  Perseverance (imp:1.34) — A tendency to exhibit determination and resolve to perform or complete tasks in 
  Humility (imp:1.25) — A tendency to be modest and humble when interacting with others at work.
  Adaptability (imp:1.14) — A tendency to be open to and comfortable with change, new experiences, or ideas 
  Self-Confidence (imp:1.05) — A tendency to believe in one's work-related capabilities and ability to control 
  Optimism (imp:1.00) — A tendency to exhibit a positive attitude and positive emotions at work, even un
  Achievement Orientation (imp:0.81) — A tendency to establish and maintain personally challenging work-related goals, 
  Cautiousness (imp:0.77) — A tendency to be careful, deliberate, and risk-avoidant when making work-related
  Initiative (imp:0.55) — A tendency to be proactive and take on extra responsibilities and tasks that may
  Tolerance for Ambiguity (imp:0.27) — A tendency to be comfortable with ambiguity and uncertainty at work.
  Innovation () — A tendency to be inventive, to be imaginative, and to adopt new perspectives on 
  Achievement Orientation () — A tendency to establish and maintain personally challenging work-related goals, 
  Intellectual Curiosity () — A tendency to seek out and acquire new work-related knowledge and obtain a deep 
  Tolerance for Ambiguity () — A tendency to be comfortable with ambiguity and uncertainty at work.
  Initiative () — A tendency to be proactive and take on extra responsibilities and tasks that may
  Adaptability () — A tendency to be open to and comfortable with change, new experiences, or ideas 
  Self-Confidence () — A tendency to believe in one's work-related capabilities and ability to control 
  Perseverance () — A tendency to exhibit determination and resolve to perform or complete tasks in 
  Leadership Orientation () — A tendency to lead, take charge, offer opinions, and provide direction at work.
  Humility () — A tendency to be modest and humble when interacting with others at work.
  Sincerity () — A tendency to be genuine and sincere in interactions with others at work, withou
  Cautiousness () — A tendency to be careful, deliberate, and risk-avoidant when making work-related
  Attention to Detail () — A tendency to be detail-oriented, organized, and thorough in completing work.
  Integrity () — A tendency to be honest and ethical at work.
  Stress Tolerance () — A tendency to cope and function effectively in stressful situations at work.
  Intellectual Curiosity (imp:-0.11) — A tendency to seek out and acquire new work-related knowledge and obtain a deep 
  Innovation (imp:-0.34) — A tendency to be inventive, to be imaginative, and to adopt new perspectives on 
  Leadership Orientation (imp:-0.38) — A tendency to lead, take charge, offer opinions, and provide direction at work.

--- TRANSFERABLE SKILLS ---
  Service Orientation (imp:4.00 lvl:3.62) — Actively looking for ways to help people.
  Complex Problem Solving (imp:3.12 lvl:3.00) — Identifying complex problems and reviewing related information to develop and ev
  Time Management (imp:3.12 lvl:3.00) — Managing one's own time and the time of others.
  Social Perceptiveness (imp:3.00 lvl:3.00) — Being aware of others' reactions and understanding why they react as they do.
  Persuasion (imp:3.00 lvl:3.00) — Persuading others to change their minds or behavior.
  Negotiation (imp:3.00 lvl:3.00) — Bringing others together and trying to reconcile differences.
  Coordination (imp:2.88 lvl:3.00) — Adjusting actions in relation to others' actions.
  Judgment and Decision Making (imp:2.88 lvl:3.00) — Considering the relative costs and benefits of potential actions to choose the m
  Instructing (imp:2.75 lvl:2.88) — Teaching others how to do something.
  Management of Personnel Resources (imp:2.38 lvl:2.12) — Motivating, developing, and directing people as they work, identifying the best 
  Systems Analysis (imp:2.25 lvl:2.12) — Determining how a system should work and how changes in conditions, operations, 
  Systems Evaluation (imp:2.25 lvl:2.12) — Identifying measures or indicators of system performance and the actions needed 
  Technology Design (imp:1.88 lvl:0.88) — Generating or adapting equipment and technology to serve user needs.
  Operations Monitoring (imp:1.75 lvl:1.00) — Watching gauges, dials, or other indicators to make sure a machine is working pr
  Operations Analysis (imp:1.62 lvl:0.62) — Analyzing needs and product requirements to create a design.
  Programming (imp:1.50 lvl:0.62) — Writing computer programs for various purposes.
  Management of Financial Resources (imp:1.38 lvl:0.50) — Determining how money will be spent to get the work done, and accounting for the
  Management of Material Resources (imp:1.38 lvl:0.50) — Obtaining and seeing to the appropriate use of equipment, facilities, and materi
  Quality Control Analysis (imp:1.12 lvl:0.12) — Conducting tests and inspections of products, services, or processes to evaluate
  Equipment Selection (imp:1.00) — Determining the kind of tools and equipment needed to do a job.
  Installation (imp:1.00) — Installing equipment, machines, wiring, or programs to meet specifications.
  Operation and Control (imp:1.00) — Controlling operations of equipment or systems.
  Equipment Maintenance (imp:1.00) — Performing routine maintenance on equipment and determining when and what kind o
  Troubleshooting (imp:1.00) — Determining causes of operating errors and deciding what to do about it.
  Repairing (imp:1.00) — Repairing machines or systems using the needed tools.

--- NATIONAL WAGES ---
  total_employment : 2,595,750
  annual_median    : $44,770
  annual_pct10     : $31,750
  annual_pct25     : $36,870
  annual_pct75     : $51,780
  annual_pct90     : $63,590
  annual_mean      : $46,590
  hourly_median    : $21.53

--- GEOGRAPHIC DISPERSION ---
  highest_state    : Washington ($50,330)
  lowest_state     : Puerto Rico ($26,700)
  dispersion_ratio : 1.885x

--- TOP STATES BY WAGE (54 total) ---
  Finance and Insurance                    emp:  481,180  median: $  47,550
  Retail Trade                             emp:  411,850  median: $  37,350
  Administrative and Support and Waste Management and Remediation Services emp:  373,980  median: $  38,070
  Professional, Scientific, and Technical Services emp:  183,700  median: $  45,290
  Wholesale Trade                          emp:  164,220  median: $  48,690
  Health Care and Social Assistance        emp:  164,070  median: $  44,710
  Manufacturing                            emp:  127,940  median: $  50,460
  Management of Companies and Enterprises  emp:  108,330  median: $  48,190
  Information                              emp:  107,140  median: $  47,840
  Transportation and Warehousing           emp:   99,450  median: $  46,220

--- TOP INDUSTRIES BY EMPLOYMENT (20 total) ---
  Finance and Insurance                    emp:  481,180  median: $  47,550
  Retail Trade                             emp:  411,850  median: $  37,350
  Administrative and Support and Waste Management and Remediation Services emp:  373,980  median: $  38,070
  Professional, Scientific, and Technical Services emp:  183,700  median: $  45,290
  Wholesale Trade                          emp:  164,220  median: $  48,690
  Health Care and Social Assistance        emp:  164,070  median: $  44,710
  Manufacturing                            emp:  127,940  median: $  50,460
  Management of Companies and Enterprises  emp:  108,330  median: $  48,190
  Information                              emp:  107,140  median: $  47,840
  Transportation and Warehousing           emp:   99,450  median: $  46,220

exact_match_status : found
matched_title      : Customer service representative
match_score        : 0.9841
wikidata_qid       : Q5196476
word_count         : 260
wikipedia_url      : https://en.wikipedia.org/wiki/Customer_service_representative
license            : CC BY-SA 4.0
fetched_at         : 2026-06-02T22:25:05.476639Z

--- WIKIPEDIA FULL TEXT ---
Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services. They may work in an office with a call center or in retail. Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. Qualifications include good communication, problem-solving, and computer skills.


== Required skills ==
Customer service representative positions often require at least a high school diploma. Representatives often have some experience with office software.
First impressions are important in this job. The moment one begins to communicate with a customer, one is being judged. The way one communicates with a customer will not only influence how the conversation develops, but the overall impression of the CSR and the organization they represent. There are five key customer service skills that define the best CSRs:      

Ability to establish rapport with customers.
Problem solving
Strong listening skills
Strong commercial awareness
Team working


== Salary ==
Although earnings may vary, the median hourly average for CSRs in 2017 was $15.81, in the US. People in this job typically have less than 20 years' experience. Skills that are associated with high pay for this job are those in customer service metrics, Microsoft Office, customer relationship management, and oral and verbal communication.


== See also ==
Sales territory
Clerk


== References ==

--- SEMANTIC NEIGHBORS (5) ---

  Title: Customer relationship management (similarity: 0.5000)
  URL: https://en.wikipedia.org/wiki/Customer_relationship_management
  QID: Q485643
  Extract: Customer relationship management (CRM) is a strategic process that organizations use to manage, analyze, and improve their interactions with customers. By using data-driven insights, CRM often involves dedicated information systems that help store and analyze customer data, support communication, an

  Title: Contact center telephony (similarity: 0.3214)
  URL: https://en.wikipedia.org/wiki/Contact_center_telephony
  QID: Q25312742
  Extract: In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers. This business communication 

  Title: Decision Model and Notation (similarity: 0.4068)
  URL: https://en.wikipedia.org/wiki/Decision_Model_and_Notation
  QID: Q24962978
  Extract: In business analysis, the Decision Model and Notation (DMN) is a standard published by the Object Management Group. It is a standard approach for describing and modeling repeatable decisions within organizations to ensure that decision models are interchangeable across organizations.

  Title: Trump account (similarity: 0.1778)
  URL: https://en.wikipedia.org/wiki/Trump_account
  QID: Q137205943
  Extract: A Trump account, also known as a 530A account, will be a stock market index investment account in the United States established for a U.S. citizen child. Trump accounts were initially authorized in law by the One Big Beautiful Bill Act (OBBBA) of 2025.

  Title: Erik von Detten (similarity: 0.2553)
  URL: https://en.wikipedia.org/wiki/Erik_von_Detten
  QID: Q979189
  Extract: Erik Thomas von Detten is an American actor and singer. He is known for his roles in Escape to Witch Mountain, Toy Story, Brink!, Meego, The Princess Diaries, Complete Savages, and So Weird. He voiced Erwin Lawson through the full run of Recess (1997–2001) and the series' four successive direct-to-v

model_pass1          : claude-sonnet-4-20250514
model_pass2          : claude-haiku-4-5-20251001
inference_confidence : high
confidence_notes     : Comprehensive O*NET data with detailed work activities, skills, and knowledge areas. Large employment base provides reliable wage and geographic data. Wikipedia match provides additional validation of role characteristics.
inferred_at          : 2026-06-03T22:21:08.431702+00:00
tokens_input         : 4,583
tokens_output        : 4,041
cost_usd             : $0.044055
wikipedia_used       : True
wikipedia_title      : Customer service representative
wikipedia_note       : The Wikipedia entry confirms the role's focus on handling complaints, processing orders, and providing information about organization's products and services. It validates the work environments described, including call centers and retail settings.

--- PROSE FIELDS ---

ROLE SUMMARY:
Customer Service Representatives serve as the primary interface between organizations and their customers, handling routine inquiries, processing orders, and resolving complaints through phone, email, or in-person interactions. They provide scripted or basic information about products and services while maintaining detailed records of customer interactions and transactions. This role requires strong communication skills and the ability to work with computer systems to access customer information and process requests efficiently.

DAY IN THE LIFE:
A typical day involves answering customer calls and emails to provide product information, take orders, and address complaints using company scripts and databases. Representatives spend significant time working with computers to access customer accounts, update records, and process transactions while communicating with supervisors and colleagues for guidance. They handle billing inquiries, collect payments, arrange service changes, and refer complex issues to specialized departments. Much of the work involves following established procedures to ensure accurate documentation of customer interactions and maintaining organized records of all communications and resolutions.

WHO THRIVES:
Individuals who excel in this role possess strong conventional and enterprising traits, thriving on structured environments with clear procedures and protocols. They demonstrate exceptional oral communication abilities with high speech clarity and comprehension skills, allowing them to effectively listen to customer concerns and articulate solutions. Successful representatives exhibit high dependability and cooperation, maintaining composure under pressure while working directly with the public. They possess natural social orientation and service mindset, finding satisfaction in helping others resolve problems and ensuring positive customer experiences.

CAREER ENTRY:
Most positions require a high school diploma or equivalent, with 54.8% of workers having this education level, while 17.4% have some college coursework and 14.2% hold bachelor's degrees. Entry-level positions typically provide on-the-job training in company-specific systems, products, and customer service protocols. Previous experience in retail, food service, or other customer-facing roles can be advantageous but is not always required for Job Zone 2 positions.

CAREER TRAJECTORY:
Customer Service Representatives can advance to senior customer service roles, team leader positions, or specialize in areas like claims processing or account management. Career progression often leads to supervisory roles in call centers, customer service management, or transitions into sales, training, or quality assurance positions. The foundational communication and problem-solving skills transfer well to various administrative and business roles across multiple industries.

MARKET INTELLIGENCE:
With 2,595,750 employed workers, this represents one of the largest occupational categories in the administrative sector, offering a median annual wage of $44,770 (BLS OEWS May 2025). Wages range from $31,750 to $63,590 annually, with significant geographic variation from Puerto Rico at $26,700 to Washington state at $50,330, representing a 1.89x ratio difference. The highest employment concentrations are in Finance and Insurance (481,180), Retail Trade (411,850), and Administrative and Support Services (373,980), indicating strong demand across diverse industries. The large employment base and consistent need for customer interaction suggests stable job availability, though wages remain modest relative to specialized roles.

AUTOMATION OUTLOOK:
While some routine inquiries may be automated through chatbots and self-service portals, the role's emphasis on complex problem-solving, emotional intelligence, and nuanced communication provides moderate protection from full automation. The high importance of oral comprehension, speech clarity, and social perceptiveness in handling complaints and building customer relationships requires human judgment that current AI cannot fully replicate.

--- REASONED EDGES ---
  [task_similarity] Receptionists and Information Clerks (43-4171.00) — confidence:high
    reasoning: Both roles involve communicating with people outside the organization (importance 4.5 vs 4.8) and performing for or working directly with the public.
    data: Communicating with People Outside the Organization
    data: Working Directly with the Public
  [knowledge_overlap] Billing and Posting Clerks (43-3021.00) — confidence:high
    reasoning: Shared focus on Administration and Management knowledge (3.5 importance) and Economics and Accounting knowledge for processing payments and billing.
    data: Administration and Management knowledge
    data: Processing payments and billing tasks
  [skill_overlap] Sales Representatives of Services (41-3091.00) — confidence:high
    reasoning: Both roles require high Active Listening (4.0 importance), Speaking skills (3.9), and Sales and Marketing knowledge for soliciting additional services.
    data: Active Listening skill
    data: Speaking skill
    data: Sales and Marketing knowledge
  [riasec_cluster] Insurance Claims and Policy Processing Clerks (43-9041.00) — confidence:medium
    reasoning: Both exhibit strong Conventional (C) orientation with structured processing work and Enterprise (E) traits for customer interaction in administrative settings.
    data: Conventional RIASEC code
    data: Administrative work context
    data: Structured procedures
  [job_zone] Credit Authorizers, Checkers, and Clerks (43-4041.00) — confidence:high
    reasoning: Both are Job Zone 2 positions requiring similar preparation levels and share tasks involving financial verification and customer account processing.
    data: Job Zone 2 classification
    data: Financial processing tasks
    data: Customer account management

--- NORMALIZER SIGNALS ---
  match_keywords   : ['customer service', 'representative', 'call center', 'customer support', 'client service', 'service desk', 'help desk', 'customer care']
  exclude_keywords : ['technical support', 'sales', 'installation', 'repair', 'specialist']
  title_patterns   : ['Customer Service Rep', 'CSR', 'Customer Service Associate', 'Call Center Rep', 'Client Service Rep']
  common_variations: ['Customer Service Representative', 'Customer Service Agent', 'Customer Service Associate', 'Customer Care Representative', 'Call Center Representative', 'Client Service Representative', 'Customer Support Representative', 'Service Representative']

total_terms    : 40
top_words      : ['tendency', 'customer', 'others', 'service', 'equipment', 'customers', 'services', 'principles', 'problems', 'products', 'complaints', 'control', 'includes', 'management', 'objects', 'procedures', 'activities', 'problem', 'ideas', 'interactions']
source_layers  : onet_tasks | onet_dimensions | dwas | wikipedia | inference

TERM                    COUNT     FREQ  DOMINANT SOURCE      SOURCE BREAKDOWN
──────────────────────────────────────────────────────────────────────────────────────────
tendency                   42  0.01516  onet_dimensions      onet_dimensions:100%
customer                   39  0.01407  inference            inference:38%  wikipedia:33%  dwas:13%
others                     39  0.01407  onet_dimensions      onet_dimensions:97%  inference:3%
service                    23  0.00830  wikipedia            wikipedia:39%  inference:39%  onet_tasks:13%
equipment                  23  0.00830  onet_dimensions      onet_dimensions:100%
customers                  17  0.00613  wikipedia            wikipedia:35%  onet_tasks:24%  onet_dimensions:18%
services                   17  0.00613  onet_dimensions      onet_dimensions:35%  onet_tasks:18%  dwas:18%
principles                 16  0.00577  onet_dimensions      onet_dimensions:100%
problems                   15  0.00541  onet_dimensions      onet_dimensions:60%  dwas:20%  onet_tasks:13%
products                   13  0.00469  onet_dimensions      onet_dimensions:38%  onet_tasks:23%  inference:23%
complaints                 13  0.00469  onet_tasks           onet_tasks:31%  inference:31%  dwas:23%
control                    13  0.00469  onet_dimensions      onet_dimensions:92%  wikipedia:8%
includes                   12  0.00433  onet_dimensions      onet_dimensions:100%
management                 12  0.00433  onet_dimensions      onet_dimensions:58%  wikipedia:25%  inference:17%
objects                    12  0.00433  onet_dimensions      onet_dimensions:100%
procedures                 11  0.00397  onet_dimensions      onet_dimensions:73%  inference:18%  onet_tasks:9%
activities                 11  0.00397  onet_dimensions      onet_dimensions:82%  onet_tasks:9%  wikipedia:9%
problem                    11  0.00397  onet_dimensions      onet_dimensions:64%  wikipedia:18%  inference:18%
ideas                      11  0.00397  onet_dimensions      onet_dimensions:100%
interactions               10  0.00361  onet_dimensions      onet_dimensions:50%  inference:30%  onet_tasks:10%
techniques                 10  0.00361  onet_dimensions      onet_dimensions:100%
communication              10  0.00361  wikipedia            wikipedia:50%  inference:40%  onet_dimensions:10%
materials                  10  0.00361  onet_dimensions      onet_dimensions:100%
body                       10  0.00361  onet_dimensions      onet_dimensions:100%
orientation                10  0.00361  onet_dimensions      onet_dimensions:90%  inference:10%
actions                     9  0.00325  onet_dimensions      onet_dimensions:89%  onet_tasks:11%
performing                  9  0.00325  onet_dimensions      onet_dimensions:89%  onet_tasks:11%
resources                   9  0.00325  onet_dimensions      onet_dimensions:100%
quickly                     9  0.00325  onet_dimensions      onet_dimensions:100%
maintaining                 9  0.00325  onet_dimensions      onet_dimensions:67%  inference:33%
sales                       8  0.00289  onet_dimensions      onet_dimensions:38%  wikipedia:25%  onet_tasks:12%
needs                       8  0.00289  onet_dimensions      onet_dimensions:100%
monitoring                  8  0.00289  onet_dimensions      onet_dimensions:100%
solving                     8  0.00289  onet_dimensions      onet_dimensions:50%  wikipedia:25%  inference:25%
rules                       8  0.00289  onet_dimensions      onet_dimensions:100%
providing                   8  0.00289  onet_dimensions      onet_dimensions:88%  inference:12%
standards                   8  0.00289  onet_dimensions      onet_dimensions:100%
human                       8  0.00289  onet_dimensions      onet_dimensions:88%  inference:12%
production                  8  0.00289  onet_dimensions      onet_dimensions:100%
handling                    8  0.00289  onet_dimensions      onet_dimensions:62%  inference:38%