According to people in this career, the main tasks are...
| Task | Importance |
|---|---|
| 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. | 93% |
| Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. | 90% |
| Check to ensure that appropriate changes were made to resolve customers' problems. | 87% |
| Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. | 84% |
| Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. | 83% |
| Determine charges for services requested, collect deposits or payments, or arrange for billing. | 83% |
| Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. | 81% |
| Refer unresolved customer grievances to designated departments for further investigation. | 81% |
| Review insurance policy terms to determine whether a particular loss is covered by insurance. | 81% |
| Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims. | 78% |
| Solicit sales of new or additional services or products. | 77% |
| Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. | 72% |
| 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. | 72% |
| Order tests that could determine the causes of product malfunctions. | 65% |
| Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. | 63% |
