Customer Service Representative

Confer with customers by telephone or in person in order to provide information about products and services, to take or cancel orders or to obtain details of complaints.

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

Refer unresolved customer grievances to designated departments for further investigation.

Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems.

Complete contract forms, prepare change of address records, and issue service discontinuance orders using computers.

Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions.

Review claims adjustments with dealers, examining products claimed to be defective and approving or disapproving dealers' claims.