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.
Skills
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.
Actively looking for ways to help people.
Talking to others to convey information effectively.
Understanding written sentences and paragraphs in work-related documents.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Required Knowledge
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.
Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Roles & Responsibilities
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
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