customer-contact-centre-information-clerk/references/tasks.md

Tasks & work activities — customer contact centre information clerk

Source: O*NET 30.3, occupation 43-4051.00 (Customer Service Representatives).

Task statements

• [Core] 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.
• [Core] Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• [Core] Check to ensure that appropriate changes were made to resolve customers' problems.
• [Core] Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• [Core] Refer unresolved customer grievances to designated departments for further investigation.
• [Core] Determine charges for services requested, collect deposits or payments, or arrange for billing.
• [Core] Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• [Supplemental] Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• [Supplemental] 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.
• [Supplemental] Solicit sales of new or additional services or products.
• [Supplemental] Review insurance policy terms to determine whether a particular loss is covered by insurance.
• [Supplemental] Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• [Supplemental] Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Detailed work activities

• Calculate costs of goods or services.
• Collect deposits, payments or fees.
• Discuss goods or services information with customers or patrons.
• Execute sales or other financial transactions.
• Maintain financial or account records.
• Prepare documentation for contracts, transactions, or regulatory compliance.
• Process customer bills or payments.
• Promote products, services, or programs.
• Provide notifications to customers or patrons.
• Recommend packing or shipping methods.
• Refer customers to appropriate personnel.
• Respond to customer problems or complaints.
• Review customer insurance information.
• Verify accuracy of financial or transactional data.