Customer service agents provide the vital link between customers and the companies who produce products

or provide services. Customer service agents are responsible in responding and resolving customer inquiries or problems. According to the Occupational Information Network, customer service agents are also known as customer service representatives. Read more: Customer Service Agent Job Description | eHow.com http://www.ehow.com/about_6100678_customer-service-agent-jobdescription.html#ixzz1ecdraEay

CUSTOMER SERVICE REPRESENTATIVE JOB DESCRIPTION

Customer Service Representative Job Description :

Customer Service Representative Job Description and Duties consists of 10 main points:- Opens accounts, explains and processes investments and other financial services, and corrects records. - Interviews customers to obtain information and explain available financial services, such as savings and c Retirement Account, Certificates of Deposit, savings bonds, and securities. - Rents safe deposit boxes. - Types account information obtained from customer on record card or form, and enters into computer. - Answers customer questions and investigates and corrects errors, following customer and establishment computer. - Presents funds received from customer to Teller (financial) 211.362-018 for deposit, and obtains receipt - May help customer complete loan application. - May obtain credit records from credit reporting agency. - May admit customers to safe deposit vault. - May execute wire transfers of funds. .

Customer Service Representative Job Description : Alternative Title(s): adjustment clerk; application clerk; order clerk; outside contact clerk; servi

Customer Service Representative Job Description and Duties consists of 7 main points:- Interviews applicants and records interview information into computer for water, gas, electric, telephone, or cable television system service. - Talks with customers by phone or in person and receives orders for installation, turn-on, discontinuance, or change in service. - Fills out contract forms, determines charges for service requested, collects deposits, prepares change of address records, and issues discontinuance orders, using computer. - May solicit sale of new or additional services. - May adjust complaints concerning billing or service rendered, referring complaints of service failures, such as low voltage or low pressure, to designated departments for investigation. - May visit customers at their place of residence to investigate conditions preventing completion of service-connection orders and to obtain contract and deposit when service is being used without contract. - May discuss cable television equipment operation with customer over telephone to explain equipment usage and to troubleshoot equipment problems. . Customer Service Agent Job Description Customer Service Agent Job Description and Profile Customer Service Agents job entails assisting the customers or clients with travel needs such as ticketing, making reservations, telephonesales etc. These agents may work at airports and booking offices. Their main responsibility is to handle complaints and queries of customersin a professional, kind and tactful manner. Duties and Responsibilities

Providing explanations to customers on the origin and nature of the problem.

Solving the problem or getting the issue fixed and informing the customer regarding the problem.

Assisting customers queries regarding ticket reservation, details, checkingin, and boarding flights.

Retrieving customer queries by telephone or email and work out and sending answer to customer.

Listening helpdesk voice mails, working out on them, and answering them immediately.

Identifying the issues of customers rapidly and precisely.

Informing customers about any changes made after the ticket reservation.

Coordinating and supervising the assignment of supplementary helpdesk resources.

Handling the telephone sales and ticket reservations at booking offices.

Determining problems or issues in queries or complaints handling nature and proposing solutions for Enhancements.

Taking inbound helpdesk calls while working in office hours.

Checking lines and categorizing the problems and issues of the customers.

Helping the customers in boarding the aircraft and issuing the travel tickets. Skills and Specifications

Spontaneous, mature, and friendly personality.

Must be intelligent with ability to handle diverse customers.

Able to tackle multicultural environment.

Must have good communication, interpersonal and computer skills.

Should be able to ameliorate customer service skills.

Good keyboard skills. Education and Qualifications

General education or degree from an accredited institution.

The Customer Service Personnel interacts with customers in response to inquiries, requests, concerns regarding a particular product or service. As with Customer Service Managers, a Customer Service Personnel can be hired in restaurants and offices, call centers, or retail stores. Tasks of Customer Service Personnel

The Customer Service Personnel interacts directly with customers thru telephone, email or in person The Customer Service Personnel handles and resolves customer complaints and escalates to Manager when needed The Customer Service Personnel replies promptly to inquiries made by customers The Customer Service Personnel processes applications, requests, order, and forms

The Customer Service Personnel controls and directs unresolved issues to authorized resource The Customer Service Personnel performs customer verifications The Customer Service Personnel maintains a detailed log of inquiries, comments and complaints, including customer transactions, interactions, and actions taken The Customer Service Personnel acquires and assess pertinent information to handle inquiries and complaints The Customer Service Personnel conducts follow-ups on customer interactions The Customer Service Personnel manages customers accounts The Customer Service Personnel acts as liaison between customer and different sellers Skills and Specifications Spontaneous, mature, and friendly personality. Must be intelligent with ability to handle diverse customers. Able to tackle multicultural environment. Must have good communication, interpersonal and computer skills. Should be able to ameliorate customer service skills. Good keyboard skills. Education and Qualifications General education or degree from an accredited institution.

Tasks of a time keeper

A timekeeper's responsibilities are to: Monitor how long the team is taking to accomplish its tasks. Provide regular updates to the team on how well or poorly they are using their time. Collaborate with the team leader, facilitator and others to determine new time schedules if the agenda has to be adjusted.

Timekeeper: Job Overview, Education, Skills, Duties, Earnings and Outlook

Submitted by: paula

Job Overview The person in charge of managing, computing verifying and keeping the records of all employees time spent at work is a timekeeper. Timekeepers can be designated with different titles depending on the scope of

responsibilities. They may be called a pay agent, time checker, work checker as well as a payroll clerk. In most institution, the term timekeeper is being replaced by the title of a payroll clerk. He makes sure of the accuracy of their time so paycheck can be issued correctly and on time. Education, Knowledge and Trainings Required

For small- scale offices, high school graduates with good simple auditing and verifying and typing skills may be hired. But in big reputable companies, hiring and selection would be tougher and therefore they seek for a degree holder. Courses that may be taken and are preferred are bachelors degree in Accountancy, or any other graduates or 4- year course related to mathematics and human resource. Skills and Abilities

A timekeeper must be good in Math since this involves the use of simple arithmetic. He/ she must be capable of multi- tasking as well. He/ she must be highly analytical, organized, and proactive and has a keen eye for details. He must be accountable, honest and trustworthy since he/ she is handling the time that correspond to salary or money matters as well. A timekeeper must have good communication skills and good interpersonal skills to deal with the other workers and coemployees. Duties He/ she must compute an employee's time from punch- in to punch- out to cover all the time he has worked. This has to be multiplied to a certain wage rate to come up with his total pay. Commission is sometimes included especially for sales jobs. He/ she must check carefully the time record and wage computations avoid errors and issue correct paychecks. In big companies with different locations, he/ she must ensure all time sheets are received on time to issue payroll on time. Database time sheets must be accurately matching with manual time sheets submitted to timekeepers. Earnings and Job Outlook A timekeepers salary is not so high compared to specialized careers or professions. It usually would range from $23,230 to $49,570 per annum. With very good performance, a timekeeper may be promoted as timekeeping manager in due course depending on a companys need. Most timekeepers are employed in departments involving accounting, tax preparation, book keeping and payroll. A timekeeper may expect working usually in an office with a calculator and a computer with time database. In less modernized offices, manual records still exist.

Paula Hiz is a researcher and a human resource specialist who helps newly graduates, job applicants and post graduate professionals be aware of their job opportunities and available trainings for skills and practice upgrading.

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Updated 2010

Summary Report for: 43-3051.00 - Payroll and Timekeeping Clerks

Compile and record employee time and payroll data. May compute employees' time worked, production, and commission. May compute and post wages and deductions, or prepare paychecks. Sample of reported job titles: Payroll Clerk, Payroll Specialist, Payroll Coordinator, Payroll Administrator, Payroll Assistant, Accounting Technician, Payroll Representative, Personnel Assistant, Payroll and Benefits Specialist, Payroll Technician
View report: Summary Details Custom

Tasks | Tools & Technology | Knowledge | Skills | Abilities | Work Activities | Work Context | Job Zone | Education | Interests | Work Styles | Work Values | Related Occupations | Wages & Employment | Additional Information

Tasks

Review time sheets, work charts, wage computation, and other information to detect and reconcile payroll discrepancies. Process paperwork for new employees and enter employee information into the payroll system. Verify attendance, hours worked, and pay adjustments, and post information onto designated records. Compute wages and deductions, and enter data into computers. Record employee information, such as exemptions, transfers, and resignations, to maintain and update payroll records. Process and issue employee paychecks and statements of earnings and deductions. Keep track of leave time, such as vacation, personal, and sick leave, for employees. Compile employee time, production, and payroll data from time sheets and other records. Distribute and collect timecards each pay period. Issue and record adjustments to pay related to previous errors or retroactive increases.

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Tools & Technology

Tools used in this occupation:

Calculators or accessories 10-key calculators Desktop computers Mainframe console or dumb terminals Computer terminals Personal computers

Technology used in this occupation:

Accounting software Intuit QuickBooks software; Intuit Quicken software Electronic mail software Email software; Microsoft Outlook; Novell GroupWise Human resources software ADP Enterprise HRMS; API Navigator; Human Resource MicroSystems HR Entre; Sage Abra HRMS Spreadsheet software Microsoft Excel Time accounting software ADP eTIME; Unitime Systems Software; Virtual Software Virtual Timecard; WorkForce Software EmpCenter Time and Attendance Word processing software Microsoft Word

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Knowledge Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology. Personnel and Human Resources Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems. Computers and Electronics Knowledge of circuit boards, processors, chips, electronic

equipment, and computer hardware and software, including applications and programming. English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Administration and Management Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Mathematics Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. Economics and Accounting Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

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Skills Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Reading Comprehension Understanding written sentences and paragraphs in work related documents. Speaking Talking to others to convey information effectively. Time Management Managing one's own time and the time of others. Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. Writing Communicating effectively in writing as appropriate for the needs of the audience. Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.

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Abilities Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences. Written Expression The ability to communicate information and ideas in writing so others will understand. Near Vision The ability to see details at close range (within a few feet of the observer). Oral Expression The ability to communicate information and ideas in speaking so others will understand. Written Comprehension The ability to read and understand information and ideas presented in writing. Speech Clarity The ability to speak clearly so others can understand you. Speech Recognition The ability to identify and understand the speech of another person. Mathematical Reasoning The ability to choose the right mathematical methods or formulas to solve a problem. Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Information Ordering The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

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Work Activities Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information. Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources. Performing Administrative Activities Performing day-to-day administrative tasks such as

maintaining information files and processing paperwork. Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time. Processing Information Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data. Updating and Using Relevant Knowledge Keeping up-to-date technically and applying new knowledge to your job. Organizing, Planning, and Prioritizing Work Developing specific goals and plans to prioritize, organize, and accomplish your work. Documenting/Recording Information Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form. Making Decisions and Solving Problems Analyzing information and evaluating results to choose the best solution and solve problems.

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Work Context Telephone How often do you have telephone conversations in this job? Importance of Being Exact or Accurate How important is being very exact or highly accurate in performing this job? Electronic Mail How often do you use electronic mail in this job? Spend Time Sitting How much does this job require sitting? Contact With Others How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it? Face-to-Face Discussions How often do you have to have face-to-face discussions with individuals or teams in this job?

Importance of Repeating Same Tasks How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job? Time Pressure How often does this job require the worker to meet strict deadlines? Indoors, Environmentally Controlled How often does this job require working indoors in environmentally controlled conditions? Structured versus Unstructured Work To what extent is this job structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals?

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Job Zone Title Job Zone Two: Some Preparation Needed Education These occupations usually require a high school diploma. Related Some previous work-related skill, knowledge, or experience is usually Experience needed. For example, a teller would benefit from experience working directly with the public. Job Training Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations. Job Zone These occupations often involve using your knowledge and skills to help Examples others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers. SVP Range (4.0 to < 6.0)

There are 2 recognized apprenticeable specialties associated with this occupation: Financial Management ; Financial Management To learn about specific apprenticeship opportunities, please consult the U.S. Department of Labor State Apprenticeship Information website.

For general information about apprenticeships, training, and partnerships with business, visit the U.S. Department of Labor Office of Apprenticeship website.
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Education
Percentage of Respondents Education Level Required 47

High school diploma or equivalent

21

Some college, no degree

16

Associate's degree

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Interests

Interest code: CE
Conventional Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow. Enterprising Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

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Work Styles Attention to Detail Job requires being careful about detail and thorough in completing work tasks. Dependability Job requires being reliable, responsible, and dependable, and fulfilling obligations.

Integrity Job requires being honest and ethical. Independence Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. Cooperation Job requires being pleasant with others on the job and displaying a goodnatured, cooperative attitude. Concern for Others Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job. Adaptability/Flexibility Job requires being open to change (positive or negative) and to considerable variety in the workplace. Self Control Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. Initiative Job requires a willingness to take on responsibilities and challenges. Stress Tolerance Job requires accepting criticism and dealing calmly and effectively with high stress situations.

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Work Values Relationships Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service. Support Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical. Achievement Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

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Related Occupations 43-3061.00 Procurement Clerks 43-5081.02 43-9051.00 43-9111.00 Marking Clerks
Bright Outlook

Mail Clerks and Mail Machine Operators, Except Postal Service Statistical Assistants

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Wages & Employment Trends

National

Median wages (2010) $17.47 hourly, $36,330 annual Employment (2008) 209,000 employees Projected growth (20082018) Decline slowly or moderately (-3% to -9%)

Projected job openings 49,500 (2008-2018) Top industries (2008) Professional, Scientific, and Technical Services Manufacturing

State & National

011000000 433051 1 2 Select a State

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Source: Bureau of Labor Statistics 2010 wage data and 2008-2018 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2008-2018). "Projected job openings" represent openings due to growth and replacement. back to top

Sources of Additional Information

Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.

Payroll and timekeeping clerks . Bureau of Labor Statistics, U.S. Department of Labor. Occupational Outlook Handbook, 2010-11 Edition.

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