37 lines
2.5 KiB
Markdown
37 lines
2.5 KiB
Markdown
# Tasks & work activities — live chat operator
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Source: O*NET 30.3, occupation 43-4051.00 (Customer Service Representatives).
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## Task statements
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- **[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.
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- **[Core]** Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
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- **[Core]** Check to ensure that appropriate changes were made to resolve customers' problems.
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- **[Core]** Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
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- **[Core]** Refer unresolved customer grievances to designated departments for further investigation.
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- **[Core]** Determine charges for services requested, collect deposits or payments, or arrange for billing.
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- **[Core]** Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
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- **[Supplemental]** Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
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- **[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.
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- **[Supplemental]** Solicit sales of new or additional services or products.
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- **[Supplemental]** Review insurance policy terms to determine whether a particular loss is covered by insurance.
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- **[Supplemental]** Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
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- **[Supplemental]** Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
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## Detailed work activities
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- Calculate costs of goods or services.
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- Collect deposits, payments or fees.
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- Discuss goods or services information with customers or patrons.
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- Execute sales or other financial transactions.
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- Maintain financial or account records.
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- Prepare documentation for contracts, transactions, or regulatory compliance.
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- Process customer bills or payments.
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- Promote products, services, or programs.
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- Provide notifications to customers or patrons.
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- Recommend packing or shipping methods.
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- Refer customers to appropriate personnel.
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- Respond to customer problems or complaints.
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- Review customer insurance information.
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- Verify accuracy of financial or transactional data.
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