Which Microsoft Office Programs Do Customer Service Representatives Use

Customer Service Representatives

Collaborate with customers to provide basic or scripted data in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

Sample of reported job titles: Business relationship Representative, Call Center Representative, Customer Services Representative, Client Intendance Representative (CCR), Client Service Agent, Customer Service Representative (Customer Service Rep), Customer Service Specialist, Member Services Representative, Sales Facilitator

Tasks

Confer with customers past telephone or in person to provide data about products or services, have or enter orders, cancel accounts, or obtain details of complaints.
Check to ensure that advisable changes were made to resolve customers' problems.
Continue records of customer interactions or transactions, recording details of inquiries, complaints, or comments, too as actions taken.
Resolve customers' service or billing complaints by performing activities such as exchanging trade, refunding money, or adjusting bills.
Consummate contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Refer unresolved client grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or conform for billing.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Solicit sales of new or additional services or products.
Order tests that could determine the causes of production malfunctions.
Obtain and examine all relevant data to assess validity of complaints and to determine possible causes, such every bit extreme weather weather condition that could increase utility bills.
Review claims adjustments with dealers, examining parts claimed to exist defective, and approving or disapproving dealers' claims.
Review insurance policy terms to determine whether a particular loss is covered past insurance.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to forestall future problems.

Technology Skills

Access software — Citrix cloud computing software
Bookkeeping software — Fund accounting software; Intuit QuickBooks ; Sage 50 Accounting; Tax software
Backup or archival software — SugarSync
Business intelligence and data assay software — IBM Cognos Impromptu
Cloud-based data admission and sharing software — Dropbox; Google Bulldoze ; Microsoft SharePoint ; Slack
Communications server software — IBM Domino; ShoreTel
Computer based training software — Padlet
Contact middle software — Multi-channel contact center software; Timpani Contact Center; Timpani Email
Client relationship management CRM software — Blackbaud The Raiser's Edge; Salesforce software ; Salesforce.com Salesforce CRM; Telemation e-CRM; 12 more than
Data base reporting software — SAP Crystal Reports
Desktop communications software — Skype
Desktop publishing software — Microsoft Publisher
Document management software — Adobe Systems Adobe Acrobat
Enterprise system direction software — IBM Power Systems software
Fax software — Open Text Fax Server, RightFax Edition
Fiscal analysis software — Delphi Technology; Oracle E-Business organisation Suite Financials
Helpdesk or phone call center software — j2 Global Communications onebox
Human resources software — ADP Workforce Now ; Human resources management software HRMS; Oracle Taleo
Information retrieval or search software — LexisNexis
Instant messaging software — GroupMe
Internet browser software — Microsoft Cyberspace Explorer
Internet protocol IP multimedia subsystem software — Voice over cyberspace protocol VoIP organisation software
Materials requirements planning logistics and supply chain software — iShip
Mobile messaging service software — Unified messaging software
Multi-media educational software — Nearpod
Network conferencing software — Active Data Online WebChat; eStara Softphone; Parature eRealtime; Timpani Conversation
Network security and virtual private network VPN equipment software — Virtual private networking VPN software
Role suite software — Microsoft Office
Operating system software — Apple macOS ; Handheld computer device software; Microsoft Windows
Point of sale POS software — Master Street Softworks Monetra
Presentation software — Apple Keynote; Microsoft PowerPoint ; Poll Everywhere
Projection management software — Microsoft Teams
Spreadsheet software — Microsoft Excel
Time accounting software — Kronos Workforce Timekeeper
Transaction security and virus protection software — McAfee; NortonLifeLock cybersecurity software
Video conferencing software — FaceTime; Google Meet; LogMeIn GoToMeeting; Zoom
Video creation and editing software — YouTube
Voice recognition software — DSC Pacer Interactive Voice Response Organization
Word processing software — Google Docs ; Microsoft OneNote; Microsoft Word

Hot technology Hot Technologies are requirements frequently included in employer job postings.

Piece of work Activities

Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
Working with Computers — Using computers and calculator systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with People Outside the Organization — Communicating with people exterior the organization, representing the organization to customers, the public, authorities, and other external sources. This information tin be exchanged in person, in writing, or by telephone or electronic mail.
Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written grade, e-mail, or in person.
Establishing and Maintaining Interpersonal Relationships — Developing effective and cooperative working relationships with others, and maintaining them over fourth dimension.
Making Decisions and Solving Issues — Analyzing data and evaluating results to choose the all-time solution and solve problems.
Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
Processing Data — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
Interpreting the Significant of Information for Others — Translating or explaining what data means and how it tin be used.
Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Performing for or Working Directly with the Public — Performing for people or dealing straight with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining data in written or electronic/magnetic form.
Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of data past breaking downward information or data into separate parts.
Performing Administrative Activities — Performing 24-hour interval-to-solar day authoritative tasks such equally maintaining information files and processing paperwork.
Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to better their knowledge or skills.
Judging the Qualities of Objects, Services, or People — Assessing the value, importance, or quality of things or people.
Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Detailed Work Activities

Hash out goods or services information with customers or patrons.
Respond to customer problems or complaints.
Maintain financial or account records.
Refer customers to appropriate personnel.
Summate costs of appurtenances or services.
Collect deposits, payments or fees.
Execute sales or other financial transactions.
Gear up documentation for contracts, transactions, or regulatory compliance.
Provide notifications to customers or patrons.
Coordinate operational activities.
Promote products, services, or programs.
Review client insurance information.
Inspect items for impairment or defects.
Process client bills or payments.
Verify accuracy of financial or transactional data.
Recommend packing or shipping methods.

Piece of work Context

Telephone — 100% responded "Every day."
Contact With Others — 85% responded "Constant contact with others."
Electronic Post — 74% responded "Every day."
Confront-to-Confront Discussions — 66% responded "Every 24-hour interval."
Importance of Being Verbal or Accurate — 57% responded "Extremely important."
Indoors, Environmentally Controlled — 84% responded "Every day."
Importance of Repeating Same Tasks — 51% responded "Extremely important."
Spend Fourth dimension Sitting — 18% responded "About one-half the fourth dimension."
Time Force per unit area — 52% responded "Every 24-hour interval."
Letters and Memos — 47% responded "Every twenty-four hour period."
Structured versus Unstructured Work — 42% responded "A lot of freedom."
Deal With External Customers — 48% responded "Extremely important."
Frequency of Decision Making — 51% responded "Every day."
Work With Work Group or Team — 47% responded "Extremely important."
Impact of Decisions on Co-workers or Company Results — 34% responded "Important results."
Freedom to Brand Decisions — 57% responded "Express freedom."
Spend Time Making Repetitive Motions — 27% responded "Continually or almost continually."
Deal With Unpleasant or Angry People — 27% responded "Once a week or more but not every day."
Elapsing of Typical Piece of work Calendar week — 44% responded "40 hours."
Physical Proximity — 41% responded "Slightly close (e.g., shared office)."

Job Zone

Title: Chore Zone Two: Some Preparation Needed
Education: These occupations normally require a high schoolhouse diploma.
Related Experience: Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would do good from experience working directly with the public.
Job Training: Employees in these occupations need anywhere from a few months to i year of working with experienced employees. A recognized apprenticeship program may exist associated with these occupations.
Job Zone Examples: These occupations often involve using your noesis and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, and tellers.
SVP Range: 3 months to 1 yr of preparation (4.0 to < 6.0)

Preparation & Credentials

State preparation
Local training
Certifications
State licenses
Apprenticeships: Accept a career path or location in listen? Visit Apprenticeship.gov to find apprenticeship opportunities near you lot.

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.
Speaking — Talking to others to convey data effectively.
Service Orientation — Actively looking for ways to help people.
Reading Comprehension — Agreement written sentences and paragraphs in piece of work-related documents.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to issues.
Persuasion — Persuading others to change their minds or behavior.
Active Learning — Understanding the implications of new information for both current and futurity problem-solving and decision-making.
Monitoring — Monitoring/Assessing operation of yourself, other individuals, or organizations to make improvements or accept cosmetic action.
Social Perceptiveness — Beingness aware of others' reactions and understanding why they react as they do.
Fourth dimension Management — Managing ane's own fourth dimension and the time of others.

Cognition

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language — Knowledge of the construction and content of the English language language including the meaning and spelling of words, rules of composition, and grammer.
Authoritative — Knowledge of administrative and office procedures and systems such equally discussion processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
Computers and Electronics — Noesis of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Education

How much educational activity does a new hire demand to perform a chore in this occupation? Respondents said:

responded: Loftier school diploma or equivalent requiredmore info
responded: Available's degree required
responded: Some college, no degree requiredmore than info

Abilities

Oral Comprehension — The ability to listen to and sympathize information and ideas presented through spoken words and sentences.
Oral Expression — The power to communicate information and ideas in speaking and so others will empathise.
Speech Clarity — The ability to speak conspicuously and so others tin sympathise yous.
Speech Recognition — The ability to identify and understand the speech of another person.
Well-nigh Vision — The ability to meet details at close range (within a few anxiety of the observer).
Problem Sensitivity — The power to tell when something is incorrect or is likely to go wrong. It does non involve solving the problem, only recognizing that there is a problem.
Written Expression — The ability to communicate data and ideas in writing and then others will sympathize.
Written Comprehension — The ability to read and understand information and ideas presented in writing.
Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning — The ability to combine pieces of information to grade full general rules or conclusions (includes finding a human relationship amidst seemingly unrelated events).
Information Ordering — The ability to adjust things or actions in a certain social club or design according to a specific rule or set of rules (eastward.1000., patterns of numbers, letters, words, pictures, mathematical operations).

Interests

Enterprising — Enterprising occupations frequently involve starting up and conveying out projects. These occupations tin can involve leading people and making many decisions. Sometimes they require hazard taking and often deal with business.
Social — Social occupations frequently involve working with, communicating with, and didactics people. These occupations oftentimes involve helping or providing service to others.
Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Unremarkably at that place is a clear line of authorisation to follow.

Work Values

Relationships — Occupations that satisfy this piece of work value allow employees to provide service to others and work with co-workers in a friendly not-competitive surroundings. Corresponding needs are Co-workers, Moral Values and Social Service.
Support — Occupations that satisfy this work value offer supportive direction that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Independence — Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibleness and Autonomy.

Piece of work Styles

Attention to Detail — Chore requires being careful about detail and thorough in completing piece of work tasks.
Cooperation — Job requires beingness pleasant with others on the job and displaying a practiced-natured, cooperative attitude.
Integrity — Job requires being honest and ethical.
Dependability — Job requires beingness reliable, responsible, and dependable, and fulfilling obligations.
Business concern for Others — Task requires being sensitive to others' needs and feelings and existence understanding and helpful on the job.
Self-Control — Job requires maintaining composure, keeping emotions in check, decision-making acrimony, and avoiding aggressive behavior, even in very difficult situations.
Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
Adaptability/Flexibility — Chore requires being open to modify (positive or negative) and to considerable multifariousness in the workplace.
Independence — Job requires developing one'southward ain ways of doing things, guiding oneself with picayune or no supervision, and depending on oneself to get things washed.
Social Orientation — Job requires preferring to piece of work with others rather than alone, and being personally continued with others on the chore.
Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
Belittling Thinking — Job requires analyzing information and using logic to address piece of work-related problems and bug.
Persistence — Task requires persistence in the confront of obstacles.
Initiative — Chore requires a willingness to take on responsibilities and challenges.
Leadership — Job requires a willingness to lead, take accuse, and offer opinions and management.
Innovation — Task requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

Wages & Employment Trends

Median wages (2021): $17.75 hourly, $36,920 almanac
State wages
Local wages
Employment (2020): 2,923,400 employees
Projected growth (2020-2030): Decline (-1% or lower)
Projected job openings (2020-2030): 361,700
Country trends
Top industries (2020)

Source: Bureau of Labor Statistics 2021 wage data external site and 2020-2030 employment projections . "Projected growth" represents the estimated modify in full employment over the projections menses (2020-2030). "Projected job openings" represent openings due to growth and replacement.

Job Openings on the Spider web

Land task openings
Local job openings

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.