Will “Customer Service Representatives” be Replaced By Robots? 🤔
55% Chance of Automation
“Customer Service Representatives” will maybe be replaced by robots.
This job is ranked #315 out of #702. A higher ranking (i.e., a lower number) means the job is less likely to be replaced.
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Job Description
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Job Details
- The SOC (Standard Occupational Classification) code is 43-4051.00
- The Mean Annual Wage in the U.S. is $ 35,170.00
- The Mean Hourly Wage is $ 16.00
- Currently, there are 2,707,040 people on this job
Also Known As…
- Sales Facilitator
- Member Services Representative
- Customer Service Specialist
- Customer Service Representative (Customer Service Rep)
- Customer Service Agent
- Customer Care Representative (CCR)
- Client Services Representative
- Call Center Representative
- Account Representative
- Account Manager
- Warranty Manager
- Warranty Clerk
- Warranty Administrator
- Verifying Specialist
- Utility Bill Complaints Investigator
- Utilities Customer Service Representative
- Trouble Clerk
- Tire Adjuster
- Telephone Service Adviser
- Service Writer
- Service Advocate Contact
- Return-to-Factory Clerk
- Return Clerk
- Product Support Specialist
- Policyholder Information Clerk
- Phone Representative
- Passenger Relations Representative
- Merchandise Complaint Adjuster
- Membership Coordinator
- Lost and Found Clerk
- Lineman Service or Work Dispatcher
- Inbound Customer Service Representative
- Hub Associate
- Gas Distribution and Emergency Clerk
- Film Replacement Orderer
- Field Service Representative
- Customer Support Manager
- Customer Support Executive
- Customer Service Officer
- Customer Service Coordinator
- Customer Service Consultant
- Customer Service Clerk
- Customer Service Associate
- Customer Service Assistant
- Customer Relations Representative
- Customer Contact Specialist
- Customer Complaint Clerk
- Customer Care Specialist
- Customer Advocate
- Complaint Clerk
- Complaint Adjuster
- Compensation Adjuster
- Commercial Lines Account Manager
- Client Support Professional
- Client Relations Specialist
- Clerical Adjudicator
- Claims Customer Service Representative
- Claims Clerk
- Claims Assistant
- Claim Taker
- Claim Representative
- Claim Processor
- Claim Clerk
- Claim Approver
- Claim Agent
- Claim Adjuster
- Bill Adjuster
- Automotive Service Writer
- Automotive Service Advisor
- At Home Independent Call Center Agent
- Adjustment Clerk
- Account Adjuster
Tasks for “Customer Service Representatives”
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- 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.
- 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.
- 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.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
- Solicit sales of new or additional services or products.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Order tests that could determine the causes of product malfunctions.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
Related Technology & Tools
- Desktop computers
- On hold players
- Cash registers
- Scanners
- Autodialing systems
- Predictive dialers
- Personal digital assistants PDA
- Global positioning system GPS receivers
- Voice broadcasting systems
- Dialed number identification systems DNIS
- Automatic call distribution ACD system
- Wireless telephone headsets
- Calling line identification equipment
- Wireless telephone systems
- Multi-line telephone systems
- Handheld computer device software
- Austin Logistics Valeo
- Microsoft Windows
- Salesforce.com Salesforce CRM
- iShip
- SAP
- Salesforce software
- Timpani Email
- IBM Notes
- LexisNexis
- Citrix
- Microsoft Publisher
- Data entry software
- Customer relationship management CRM software
- Timpani Contact Center
- Customer service and support software
- DSC Pacer Interactive Voice Response System
- Intuit QuickBooks
- Hosted Support ezSupport Pro
- Austin Logistics CallTech
- Unified messaging software
- j2 Global Communications onebox
- Parature eTicket
- Healthcare common procedure coding system HCPCS
- Customer service knowledge generation software
- Adobe Systems Adobe Acrobat
- IBM Domino
- SugarSync
- ADP Workforce Now
- Oracle JD Edwards EnterpriseOne
- Microsoft Excel
- Sales force automation software
- Customer complaint ticketing management software
- Austin Logistics CallSelect
- Sage MAS 200
- Multi-channel contact center software
- Medical procedure coding software
- Microsoft Word
- Open Text Fax Server, RightFax Edition
- MEDITECH software
- Customer account management software
- FileMaker Pro
- Microsoft Internet Explorer
- ShoreTel
- Microsoft Access
- Timpani Chat
- Main Street Softworks Monetra
- Active Data Online WebChat
- McAfee
- Stamps.com
- Blackbaud The Raiser's Edge
- Avidian Technologies Prophet
- Microsoft PowerPoint
- Microsoft Office
- Intuit QuickBooks Enterprise Solutions
- Astute Solutions PowerCenter
- Medical condition coding software
- AS/400 Database
- Microsoft Dynamics
- Microsoft Dynamics GP
- Microsoft Outlook
- Telemation e-CRM
- Microsoft SharePoint
- Lynk Everest
- Sage 50 Accounting
- Yardi
- Parature eRealtime
- Oracle PeopleSoft
- Human resource management software HRMS
- Kronos Workforce Timekeeper
- eStara Softphone
- IBM Power Systems software
- IBM Cognos Impromptu
- Applied Systems Vision