Customer Service Representatives
High68.30%
Found in Industries:
Salary Range
Low (10th %)$29,560
Median$39,680
High (90th %)$61,250
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Interact with customers to provide basic or scripted information 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.
The occupation "Customer Service Representatives" has an automation risk of 68.3%, which is closely aligned with its base risk of 69.2%. This high risk is primarily due to the routine and repetitive nature of many core tasks performed in this role. The top three most automatable tasks include conferring with customers by telephone or in person to provide information, handle orders, and manage accounts or complaints; keeping records of customer interactions and documenting details of inquiries, complaints, or actions taken; and checking to ensure that appropriate changes were made to resolve problems. These responsibilities often follow standardized procedures and can be replicated by advanced voice recognition systems, AI chatbots, and automated customer relationship management (CRM) software, all of which can quickly respond to simple inquiries and transactions. Despite this, there are specific aspects of the customer service role that are more resistant to automation. The most resistant tasks involve a greater degree of human judgment, problem-solving, and nuanced communication. These include recommending improvements to products, packaging, shipping, services, or billing methods based on customer feedback to prevent recurring issues; obtaining and examining all relevant information to thoroughly assess the validity and underlying cause of complaints, which may involve complex factors like atypical weather conditions; and comparing disputed merchandise with original requisitions and preparing necessary documentation for returns. Such tasks often require a combination of critical thinking, empathy, and understanding of broader business processes, making them less susceptible to current automation technologies. A significant bottleneck for automation in this occupation lies in the skill of originality, which registers at low levels of 2.8% and 2.6%. Originality involves coming up with innovative solutions, new methods, and creative problem-solving, which remain challenging for current AI and automation systems. While many procedural aspects of customer service can be streamlined by technology, the need for original responses and adaptive thinking when faced with unique or ambiguous situations acts as a barrier. As automation within customer service continues to advance, roles that emphasize originality, complex decision-making, and empathetic communication will remain in demand, providing ongoing human value in this evolving field.
Filter by Automatable Status
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.
Partially Automatable
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Automatable
Check to ensure that appropriate changes were made to resolve customers' problems.
Partially Automatable
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Partially Automatable
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Automatable
Refer unresolved customer grievances to designated departments for further investigation.
Automatable
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Partially Automatable
Solicit sales of new or additional services or products.
Partially Automatable
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Automatable
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Partially Automatable
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Automatable
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Automatable
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.
Partially Automatable
Reading ComprehensionActive ListeningLearning StrategiesComplex Problem SolvingOperations MonitoringQuality Control AnalysisSystems EvaluationManagement of Personnel ResourcesWritingSpeakingMathematicsScienceCritical ThinkingActive LearningMonitoringSocial PerceptivenessCoordinationPersuasionNegotiationInstructingService OrientationOperations AnalysisTechnology DesignEquipment SelectionInstallationProgrammingOperation and ControlEquipment MaintenanceTroubleshootingRepairingJudgment and Decision MakingSystems AnalysisTime ManagementManagement of Financial ResourcesManagement of Material Resources
Arm-Hand SteadinessAuditory AttentionCategory FlexibilityControl PrecisionDeductive ReasoningDepth PerceptionDynamic FlexibilityDynamic StrengthExplosive StrengthExtent FlexibilityFar VisionFinger DexterityFlexibility of ClosureFluency of IdeasGlare SensitivityGross Body CoordinationGross Body EquilibriumHearing SensitivityInductive ReasoningInformation OrderingManual DexterityMathematical ReasoningMemorizationMultilimb CoordinationNear VisionNight VisionNumber FacilityOral ComprehensionOral ExpressionOriginalityPerceptual SpeedPeripheral VisionProblem SensitivityRate ControlReaction TimeResponse OrientationSelective AttentionSound LocalizationSpatial OrientationSpeech ClaritySpeech RecognitionSpeed of ClosureSpeed of Limb MovementStaminaStatic StrengthTime SharingTrunk StrengthVisual Color DiscriminationVisualizationWrist-Finger SpeedWritten ComprehensionWritten Expression
Administration and ManagementAdministrativeEconomics and AccountingSales and MarketingCustomer and Personal ServicePersonnel and Human ResourcesProduction and ProcessingFood ProductionComputers and ElectronicsEngineering and TechnologyFine ArtsDesignBuilding and ConstructionMechanicalMathematicsPhysicsChemistryBiologyPsychologySociology and AnthropologyGeographyMedicine and DentistryForeign LanguageEnglish LanguageEducation and TrainingPublic Safety and SecurityLaw and GovernmentTelecommunicationsCommunications and MediaTransportationTherapy and CounselingHistory and ArcheologyPhilosophy and Theology
Inspecting Equipment, Structures, or MaterialsMonitoring Processes, Materials, or SurroundingsEstimating the Quantifiable Characteristics of Products, Events, or InformationProcessing InformationGetting InformationIdentifying Objects, Actions, and EventsJudging the Qualities of Objects, Services, or PeopleMaking Decisions and Solving ProblemsThinking CreativelyUpdating and Using Relevant KnowledgeDeveloping Objectives and StrategiesScheduling Work and ActivitiesOrganizing, Planning, and Prioritizing WorkPerforming General Physical ActivitiesHandling and Moving ObjectsControlling Machines and ProcessesOperating Vehicles, Mechanized Devices, or EquipmentWorking with ComputersRepairing and Maintaining Electronic EquipmentDocumenting/Recording InformationDrafting, Laying Out, and Specifying Technical Devices, Parts, and EquipmentInterpreting the Meaning of Information for OthersRepairing and Maintaining Mechanical EquipmentCommunicating with People Outside the OrganizationEstablishing and Maintaining Interpersonal RelationshipsAssisting and Caring for OthersSelling or Influencing OthersResolving Conflicts and Negotiating with OthersPerforming for or Working Directly with the PublicCoordinating the Work and Activities of OthersDeveloping and Building TeamsTraining and Teaching OthersGuiding, Directing, and Motivating SubordinatesCoaching and Developing OthersProviding Consultation and Advice to OthersPerforming Administrative ActivitiesStaffing Organizational UnitsMonitoring and Controlling ResourcesEvaluating Information to Determine Compliance with StandardsAnalyzing Data or InformationCommunicating with Supervisors, Peers, or Subordinates
Medical condition coding softwareMicrosoft Internet ExplorerOracle E-Business Suite FinancialsOracle JD Edwards EnterpriseOneHandheld computer device softwareApplied Systems VisionKronos Workforce TimekeeperLexisNexisLinkedInActive Data Online WebChatMcAfeeAustin Logistics CallTechAustin Logistics ValeoCustomer complaint ticketing management softwareCustomer service and support softwareMicrosoft ExchangeDSC Pacer Interactive Voice Response SystemeStara SoftphoneHosted Support ezSupport ProiShipLynk EverestMain Street Softworks MonetraMicrosoft Internet ExplorerOpen Text Fax Server, RightFax EditionParature eRealtimeMicrosoft OneNoteParature eTicketShoreTelMicrosoft WindowsNetSuite ERPStamps.com softwareSugarSyncMicrosoft DynamicsMicrosoft ExcelOracle DatabaseMicrosoft Office softwareMicrosoft OutlookMicrosoft PublisherMicrosoft SharePointOracle PeopleSoftSage 50 AccountingAdobe PhotoshopFacebookOracle E-Business Suite FinancialsSalesforce softwareADP Workforce NowAirtableApple macOSCitrix cloud computing softwareAdobe IllustratorDatabase softwareDropboxGoogle DocsYardi softwareGoogle DriveGroupMeIBM Cognos ImpromptuIBM DominoIBM NotesMicrosoft AccessOracle TaleoSAP Business ObjectsSlackSocial media sitesTax softwareYouTubeBlackbaud The Raiser's EdgeApple KeynoteDelphi TechnologyGoogle MeetMicrosoft TeamsNearpodPoll EverywherePadletSalesforce.com Salesforce CRMGoogle SitesZoomSage MAS 200 ERPMEDITECH softwareAS/400 DatabaseData entry softwareFaceTimeSkypeTimpani ChatTimpani Contact CenterIntuit QuickBooksTimpani EmailAdobe IllustratorCustomer relationship management CRM softwareHuman resource management software HRMSLexisNexisHandheld computer device softwareAustin Logistics CallSelectActive Data Online WebChatLinkedInMcAfeeAstute Solutions PowerCenterMicrosoft ExchangeAustin Logistics ValeoCustomer account management softwareCustomer service and support softwareCustomer service knowledge generation softwareeStara SoftphoneMicrosoft OneNotej2 Global Communications oneboxHosted Support ezSupport ProiShipLynk EverestMulti-channel contact center softwareParature eRealtimeMicrosoft WindowsParature eTicketNetSuite ERPShoreTelApple KeynoteNortonLifeLock cybersecurity softwareIntuit QuickBooksMicrosoft DynamicsMicrosoft Dynamics GPIBM Power Systems softwareMicrosoft PublisherOracle PeopleSoftSage 50 AccountingAdobe PhotoshopFacebookSalesforce softwareADP Workforce NowAirtableOracle DatabaseApple macOSCitrix cloud computing softwareDatabase softwareDropboxGoogle DocsGoogle DriveCustomer relationship management CRM softwareGroupMeIBM Cognos ImpromptuIBM DominoGoogle MeetIBM NotesOracle JD Edwards EnterpriseOneOracle TaleoSAP Business ObjectsSAP Crystal ReportsSlackSocial media sitesLogMeIn GoToMeetingBlackbaud The Raiser's EdgeDelphi TechnologyMicrosoft TeamsPadletGoogle SitesMEDITECH softwareData entry softwareFaceTimeSkypeAS/400 DatabaseMicrosoft WordTax softwareTelemation e-CRMStamps.com softwareSugarSyncYouTubeTimpani ChatUnified messaging softwareYardi softwareTimpani EmailZoomVirtual private networking VPN softwareVoice over internet protocol VoIP system softwareMedical procedure coding softwareMedical procedure coding softwareHealthcare common procedure coding system HCPCSFund accounting softwareFund accounting softwareHealthcare common procedure coding system HCPCSMicrosoft Dynamics GPNearpodVirtual private networking VPN softwareVoice over internet protocol VoIP system softwareCustomer complaint ticketing management softwareAdobe AcrobatHuman resource management software HRMSIBM Power Systems softwareKronos Workforce TimekeeperAdobe AcrobatSales force automation softwareSalesforce.com Salesforce CRMSAP Crystal ReportsLogMeIn GoToMeetingSage MAS 200 ERPSales force automation softwareApplied Systems VisionAustin Logistics CallSelectAustin Logistics CallTechDSC Pacer Interactive Voice Response SystemMain Street Softworks MonetraOpen Text Fax Server, RightFax EditionTimpani Contact CenterAstute Solutions PowerCenterCustomer account management softwareCustomer service knowledge generation softwarej2 Global Communications oneboxMulti-channel contact center softwareTelemation e-CRMUnified messaging softwareMicrosoft SharePointAvidian Technologies ProphetAvidian Technologies ProphetMedical condition coding softwareNortonLifeLock cybersecurity softwareFileMaker ProFileMaker ProPoll EverywhereMicrosoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft PowerPointMicrosoft WordSAP softwareSAP softwareAdobe Creative Cloud softwareAdobe Creative Cloud softwareMicrosoft Access
Sales Managers
Medium40.40%
Plan, direct, or coordinate the actual distribution or movement of a product or service to the customer. Coordinate sales distribution by establishing sales territories, quotas, and goals and establish training programs for sales representatives. Analyze sales statistics gathered by staff to determine sales potential and inventory requirements and monitor the preferences of customers.
Management Analysts
Medium51.36%
Conduct organizational studies and evaluations, design systems and procedures, conduct work simplification and measurement studies, and prepare operations and procedures manuals to assist management in operating more efficiently and effectively. Includes program analysts and management consultants.
First-Line Supervisors of Non-Retail Sales Workers
Medium51.95%
Directly supervise and coordinate activities of sales workers other than retail sales workers. May perform duties such as budgeting, accounting, and personnel work, in addition to supervisory duties.
Counter and Rental Clerks
High72.64%
Receive orders, generally in person, for repairs, rentals, and services. May describe available options, compute cost, and accept payment.
Insurance Sales Agents
Medium58.36%
Sell life, property, casualty, health, automotive, or other types of insurance. May refer clients to independent brokers, work as an independent broker, or be employed by an insurance company.
Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel
Medium63.33%
Sell services to individuals or businesses. May describe options or resolve client problems.
Telemarketers
High78.30%
Solicit donations or orders for goods or services over the telephone.
First-Line Supervisors of Office and Administrative Support Workers
Medium52.67%
Directly supervise and coordinate the activities of clerical and administrative support workers.
Bill and Account Collectors
Medium65.81%
Locate and notify customers of delinquent accounts by mail, telephone, or personal visit to solicit payment. Duties include receiving payment and posting amount to customer's account, preparing statements to credit department if customer fails to respond, initiating repossession proceedings or service disconnection, and keeping records of collection and status of accounts.
Billing and Posting Clerks
High79.60%
Compile, compute, and record billing, accounting, statistical, and other numerical data for billing purposes. Prepare billing invoices for services rendered or for delivery or shipment of goods.
Procurement Clerks
High71.53%
Compile information and records to draw up purchase orders for procurement of materials and services.
Brokerage Clerks
High79.00%
Perform duties related to the purchase, sale, or holding of securities. Duties include writing orders for stock purchases or sales, computing transfer taxes, verifying stock transactions, accepting and delivering securities, tracking stock price fluctuations, computing equity, distributing dividends, and keeping records of daily transactions and holdings.
Correspondence Clerks
High78.29%
Compose letters or electronic correspondence in reply to requests for merchandise, damage claims, credit and other information, delinquent accounts, incorrect billings, or unsatisfactory services. Duties may include gathering data to formulate reply and preparing correspondence.
Credit Authorizers, Checkers, and Clerks
High74.20%
Authorize credit charges against customers' accounts. Investigate history and credit standing of individuals or business establishments applying for credit. May interview applicants to obtain personal and financial data, determine credit worthiness, process applications, and notify customers of acceptance or rejection of credit.
Eligibility Interviewers, Government Programs
High66.78%
Determine eligibility of persons applying to receive assistance from government programs and agency resources, such as welfare, unemployment benefits, social security, and public housing.
New Accounts Clerks
High67.67%
Interview persons desiring to open accounts in financial institutions. Explain account services available to prospective customers and assist them in preparing applications.
Order Clerks
High80.71%
Receive and process incoming orders for materials, merchandise, classified ads, or services such as repairs, installations, or rental of facilities. Generally receives orders via mail, phone, fax, or other electronic means. Duties include informing customers of receipt, prices, shipping dates, and delays; preparing contracts; and handling complaints.
Receptionists and Information Clerks
High74.18%
Answer inquiries and provide information to the general public, customers, visitors, and other interested parties regarding activities conducted at establishment and location of departments, offices, and employees within the organization.
Insurance Claims and Policy Processing Clerks
High81.10%
Process new insurance policies, modifications to existing policies, and claims forms. Obtain information from policyholders to verify the accuracy and completeness of information on claims forms, applications and related documents, and company records. Update existing policies and company records to reflect changes requested by policyholders and insurance company representatives.
Office Clerks, General
Medium65.57%
Perform duties too varied and diverse to be classified in any specific office clerical occupation, requiring knowledge of office systems and procedures. Clerical duties may be assigned in accordance with the office procedures of individual establishments and may include a combination of answering telephones, bookkeeping, typing or word processing, office machine operation, and filing.
Purchasing Agents, Except Wholesale, Retail, and Farm Products
Medium49.25%
Purchase machinery, equipment, tools, parts, supplies, or services necessary for the operation of an establishment. Purchase raw or semifinished materials for manufacturing. May negotiate contracts.
Claims Adjusters, Examiners, and Investigators
Medium51.05%
Review settled claims to determine that payments and settlements are made in accordance with company practices and procedures. Confer with legal counsel on claims requiring litigation. May also settle insurance claims.
Online Merchants
High68.87%
Conduct retail activities of businesses operating exclusively online. May perform duties such as preparing business strategies, buying merchandise, managing inventory, implementing marketing activities, fulfilling and shipping online orders, and balancing financial records.
Credit Counselors
Medium58.89%
Advise and educate individuals or organizations on acquiring and managing debt. May provide guidance in determining the best type of loan and explain loan requirements or restrictions. May help develop debt management plans or student financial aid packages. May advise on credit issues, or provide budget, mortgage, bankruptcy, or student financial aid counseling.
Tax Examiners and Collectors, and Revenue Agents
Medium59.98%
Determine tax liability or collect taxes from individuals or business firms according to prescribed laws and regulations.
Gambling Dealers
Medium61.31%
Operate table games. Stand or sit behind table and operate games of chance by dispensing the appropriate number of cards or blocks to players, or operating other gambling equipment. Distribute winnings or collect players' money or chips. May compare the house's hand against players' hands.
Concierges
Medium52.31%
Assist patrons at hotel, apartment, or office building with personal services. May take messages; arrange or give advice on transportation, business services, or entertainment; or monitor guest requests for housekeeping and maintenance.
Cashiers
High68.95%
Receive and disburse money in establishments other than financial institutions. May use electronic scanners, cash registers, or related equipment. May process credit or debit card transactions and validate checks.
Retail Salespersons
Medium52.39%
Sell merchandise, such as furniture, motor vehicles, appliances, or apparel to consumers.
Travel Agents
High83.11%
Plan and sell transportation and accommodations for customers. Determine destination, modes of transportation, travel dates, costs, and accommodations required. May also describe, plan, and arrange itineraries and sell tour packages. May assist in resolving clients' travel problems.
Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products
Medium64.30%
Sell goods for wholesalers or manufacturers to businesses or groups of individuals. Work requires substantial knowledge of items sold.
Demonstrators and Product Promoters
Medium43.40%
Demonstrate merchandise and answer questions for the purpose of creating public interest in buying the product. May sell demonstrated merchandise.
Switchboard Operators, Including Answering Service
High80.81%
Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
Telephone Operators
High76.09%
Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.
Tellers
High75.92%
Receive and pay out money. Keep records of money and negotiable instruments involved in a financial institution's various transactions.
Hotel, Motel, and Resort Desk Clerks
High72.78%
Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Interviewers, Except Eligibility and Loan
Medium54.04%
Interview persons by telephone, mail, in person, or by other means for the purpose of completing forms, applications, or questionnaires. Ask specific questions, record answers, and assist persons with completing form. May sort, classify, and file forms.
Postal Service Mail Carriers
Medium56.66%
Sort and deliver mail for the United States Postal Service (USPS). Deliver mail on established route by vehicle or on foot. Includes postal service mail carriers employed by USPS contractors.
Medical Secretaries and Administrative Assistants
High79.20%
Perform secretarial duties using specific knowledge of medical terminology and hospital, clinic, or laboratory procedures. Duties may include scheduling appointments, billing patients, and compiling and recording medical charts, reports, and correspondence.
Secretaries and Administrative Assistants, Except Legal, Medical, and Executive
High71.06%
Perform routine administrative functions such as drafting correspondence, scheduling appointments, organizing and maintaining paper and electronic files, or providing information to callers.
Driver/Sales Workers
Medium56.20%
Drive truck or other vehicle over established routes or within an established territory and sell or deliver goods, such as food products, including restaurant take-out items, or pick up or deliver items such as commercial laundry. May also take orders, collect payment, or stock merchandise at point of delivery.