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Customer Service Representatives
Occupation Source: ONET
Knowledge to Work makes it easy to learn the competencies (work performed including knowledge, skills, and abilities) within Customer Service Representatives using a personalized learning plan with a dashboard to track your progress.
To start, sign up free here and make sure to select Customer Service Representatives as your Occupation. Doing this allows us to automatically load the competencies for this occupation for you, into your learning plan and dashboard.
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About This Occupation
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Business applications courses are available from Lord Fairfax Community College Workforce Solutions.
Competencies (Knowledge, Skills, & Abilities)
Expandable Format | List Format
Click on a competency to search for related learning resources then choose from the results. The number of available resources are displayed in parentheses. You may not need to learn every resource associated with a competency to achieve the competency.Click on a section below to view associated competencies.
Occupation Competencies
Applied Knowledge
Critical Thinking
Reading
Writing
Communication
Monitoring Work
People Skills
Communication
Teamwork
Personal Skills
Adaptability
Dependability & Reliability
Initiative
Professionalism
Problem Solving
Professionalism
Teamwork
Workplace Skills
Customer Focus
Decision Making
Planning & Organizing
Problem Solving
Common Job Titles
You may find open job opportunities using one or more of these common job titles, relating to this occupation.
- Account Adjuster
- Account Manager
- Account Representative
- Account Service Representative
- Adjustment Clerk
- Automotive Service Advisor
- Automotive Service Writer
- Bill Adjuster
- Call Center Representative
- Claim Adjuster
- Claim Agent
- Claim Approver
- Claim Clerk
- Claim Processor
- Claim Representative
- Claim Taker
- Claims Adjuster
- Claims Assistant
- Claims Clerk
- Claims Service Representative
- Clerical Adjudicator
- Client Relations Specialist
- Client Services Representative
- Compensation Adjuster
- Complaint Adjuster
- Complaint Clerk
- Contact Center Specialist
- Customer Administrator
- Customer Advocate
- Customer Care Representative
- Customer Care Specialist
- Customer Complaint Clerk
- Customer Contact Specialist
- Customer Relations Manager
- Customer Relations Representative
- Customer Relationship Manager
- Customer Service Agent
- Customer Service Assistant
- Customer Service Associate
- Customer Service Clerk
- Customer Service Consultant
- Customer Service Coordinator
- Customer Service Manager
- Customer Service Officer
- Customer Service Representative
- Customer Service Specialist
- Customer Solutions Associate
- Customer Support Executive
- Customer Support Manager
- Customer Support Representative
- Field Representative
- Field Service Representative
- Film Replacement Orderer
- Gas Distribution and Emergency Clerk
- Guest Service Agent
- Hub Associate
- Inbound Customer Service Representative
- Inside Sales Agent
- Lineman Service or Work Dispatcher
- Lost and Found Clerk
- Marketing Associate
- Member Services Representative
- Membership Coordinator
- Merchandise Complaint Adjuster
- Passenger Relations Representative
- Phone Representative
- Policyholder Information Clerk
- Product Consultant
- Product Support Specialist
- Regulatory Specialist
- Return Clerk
- Return-to-Factory Clerk
- Service Representative
- Service Writer
- Technical Service Representative
- Telephone Service Adviser
- Tire Adjuster
- Trouble Clerk
- Utilities Customer Service Representative
- Utility Bill Complaints Investigator
- Warranty Administrator
- Warranty Clerk
- Warranty Manager
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Software, Tools, or Technology
You may encounter the software, tools, or technology items listed here. They are related to this occupation. 
Indicates a hot item.
Indicates a hot item.- Active Data Online WebChat
- Adobe Systems Adobe Acrobat
- Adobe Systems Adobe Creative Cloud
- Adobe Systems Adobe Flash
- Adobe Systems Adobe Illustrator
- Adobe Systems Adobe Photoshop
- ADP Workforce Now
- Apple macOS
- Applied Systems Vision
- AS/400 Database
- Astute Solutions PowerCenter
- Austin Logistics CallSelect
- Austin Logistics CallTech
- Austin Logistics Valeo
- Autodialing systems
- Automatic call distribution ACD system
- Avidian Technologies Prophet
- Blackbaud The Raiser's Edge
- Calling line identification equipment
- Cash registers
- Citrix
- Customer account management software
- Customer complaint ticketing management software
- Customer relationship management CRM software
- Customer service and support software
- Customer service knowledge generation software
- Data entry software
- Delphi Technology
- Desktop computers
- Dialed number identification systems DNIS
- DSC Pacer Interactive Voice Response System
- eStara Softphone
- Facebook
- FileMaker Pro
- Fund accounting software
- Global positioning system GPS receivers
- Google Docs
- Google Drive
- Handheld computer device software
- Healthcare common procedure coding system HCPCS
- Hosted Support ezSupport Pro
- Human resource management software HRMS
- IBM Cognos Impromptu
- IBM Domino
- IBM Notes
- IBM Power Systems software
- Intuit QuickBooks
- Intuit QuickBooks Enterprise Solutions
- iShip
- j2 Global Communications onebox
- Kronos Workforce Timekeeper
- LexisNexis
- LinkedIn
- Lynk Everest
- Main Street Softworks Monetra
- McAfee
- Medical condition coding software
- Medical procedure coding software
- MEDITECH software
- Microsoft Access
- Microsoft Dynamics
- Microsoft Dynamics GP
- Microsoft Excel
- Microsoft Exchange Server
- Microsoft Internet Explorer
- Microsoft Office
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Publisher
- Microsoft SharePoint
- Microsoft Windows
- Microsoft Word
- Multi-channel contact center software
- Multi-line telephone systems
- NetSuite ERP
- On hold players
- Open Text Fax Server, RightFax Edition
- Oracle E-Business Suite Financials
- Oracle JD Edwards EnterpriseOne
- Oracle PeopleSoft
- Oracle software
- Oracle Taleo
- Palm OS
- Parature eRealtime
- Parature eTicket
- Personal digital assistants PDA
- Predictive dialers
- Sage 50 Accounting
- Sage MAS 200
- Sales force automation software
- Salesforce software
- Salesforce.com Salesforce CRM
- SAP
- SAP Business Objects
- SAP Crystal Reports
- Scanners
- ShoreTel
- Social media sites
- Stamps.com software
- SugarSync
- Symantec
- Tax software
- Telemation e-CRM
- Timpani Chat
- Timpani Contact Center
- Timpani Email
- Unified messaging software
- Virtual private networking VPN software
- Voice broadcasting systems
- Voice over internet protocol VoiP system software
- Wireless telephone headsets
- Wireless telephone systems
- Yardi
- YouTube
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Job Search
Did You Know?... Knowledge to Work has 2,553 Service providers that offer job searching support.
Visit the Services search page on Knowledge to Work to locate organizations that can assist you with preparing
for job interviews, writing your resume, providing you with career pathway information, conducting a career interest assessment,
job placement, or helping you conduct your job search.
To search for job openings now, use the tool below
Select a common job title and enter your zip code below:
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Related Educational Goals
Knowledge to Work supports other educational goals related to Customer Service Representatives. You may also be interested in something below. Each have multiple competencies mapped to learning resources.
(LFCC.EDU) Credential
Administrative support technology reinforces the day-to-day operations of other organizations. The processes employed in this sector (e.g., general management, personnel administration, clerical activities, etc.) are often integral parts of the activities of establishments found in all sectors of the economy.
Professional Administrative Certifications of Excellence (PACE) and business applications courses are available from Lord Fairfax Community College Workforce Solutions.
(LFCC.EDU) Credential
Administrative support technology reinforces the day-to-day operations of other organizations. The processes employed in this sector (e.g., general management, personnel administration, clerical activities, etc.) are often integral parts of the activities of establishments found in all sectors of the economy.
Professional Administrative Certifications of Excellence (PACE) and business applications courses are available from Lord Fairfax Community College Workforce Solutions.
(ONET) Occupation
Directly supervise and coordinate the activities of clerical and administrative support workers.
Business Administration degrees, Associate of Applied Science degrees in Management, and Career Studies Certificates in Small Business Management are available from Lord Fairfax Community College.
(IAAP-HQ.ORG) Credential
The IAAP Certified Administrative Professional (CAP®) is a professional certification geared toward office and administrative professionals. It is the only recognized professional certification in the administrative field that encompasses all areas of the profession. The tasks and responsibilities of those working in administrative professions are as varied and vast as the number of firms employing them. Whether a first-level support for the manager of a community non-profit, the project lead for a city in the Midwest, or the executive assistant for the chief executive officer for a Fortune 500, administrative professionals are required to possess many skills and talents.
Professional Administrative Certifications of Excellence (PACE) and business applications courses are available from Lord Fairfax Community College Workforce Solutions.
(ONET) Occupation
Sell merchandise, such as furniture, motor vehicles, appliances, or apparel to consumers.
(ONET) Occupation
Perform routine clerical and administrative functions such as drafting correspondence, scheduling appointments, organizing and maintaining paper and electronic files, or providing information to callers.
Professional Administrative Certifications of Excellence (PACE) and business applications courses are available from Lord Fairfax Community College Workforce Solutions.
More Information with Video
You can learn more about this occupation by visiting the U.S. Department of Labor's MyNextMove.org website using the button below. They provide helpful information about technology skills, knowledge, skill statements, abilities, work activities, and resources for finding certifications, licenses, and apprenticeships.
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Don't Want to Sign Up Now?
Even though we encourage you to sign up free here to track your progress, that's okay if you decide not to at this time. You may begin learning and searching for resources tied to competencies now. To do this, click on the Competencies (Work Performed) panel above then click on a competency you would like to learn. It launches a new search for resources to help you learn.Not what you're interested in? Restart Career Pathways Explorer
Sign up free, learn at your own pace, track your progress.
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KnowledgeToWork.com, LFCC, 173 Skirmisher Lane, Middletown, VA 22645-1745
This workforce product was funded in part by a TAACCCT grant awarded by the U.S. Department of Labor's Employment and Pathways to the American Dream
is an $7,500,000 project. $6,000,000 (75%) is provided through a Federal grant from the United States Department of Labor – Employment and Training Administration. $1,500,000 (25%) is provided
through other sources, including leveraged state and local funds. This product does not necessarily reflect the official position of the U.S. Department of Labor. The U.S. Department of Labor
makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to,
accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership.
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http://www.knowledgetowork.com — page: /home/k2w/public_html/learner-credocc.php
KnowledgeToWork.com, LFCC, 173 Skirmisher Lane, Middletown, VA 22645-1745
This workforce product was funded in part by a TAACCCT grant awarded by the U.S. Department of Labor's Employment and Pathways to the American Dream is an $7,500,000 project. $6,000,000 (75%) is provided through a Federal grant from the United States Department of Labor – Employment and Training Administration. $1,500,000 (25%) is provided through other sources, including leveraged state and local funds. This product does not necessarily reflect the official position of the U.S. Department of Labor. The U.S. Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership. Unless otherwise noted, content on this site is licensed under the Creative Commons Attribution 4.0 License.
KnowledgeToWork.com, LFCC, 173 Skirmisher Lane, Middletown, VA 22645-1745
This workforce product was funded in part by a TAACCCT grant awarded by the U.S. Department of Labor's Employment and Pathways to the American Dream is an $7,500,000 project. $6,000,000 (75%) is provided through a Federal grant from the United States Department of Labor – Employment and Training Administration. $1,500,000 (25%) is provided through other sources, including leveraged state and local funds. This product does not necessarily reflect the official position of the U.S. Department of Labor. The U.S. Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership. Unless otherwise noted, content on this site is licensed under the Creative Commons Attribution 4.0 License.