# Tasks & work activities — customer contact centre information clerk

Source: O*NET 30.3, occupation 43-4051.00 (Customer Service Representatives).

## Task statements

- **[Core]** 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.
- **[Core]** Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- **[Core]** Check to ensure that appropriate changes were made to resolve customers' problems.
- **[Core]** Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- **[Core]** Refer unresolved customer grievances to designated departments for further investigation.
- **[Core]** Determine charges for services requested, collect deposits or payments, or arrange for billing.
- **[Core]** Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- **[Supplemental]** Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- **[Supplemental]** 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.
- **[Supplemental]** Solicit sales of new or additional services or products.
- **[Supplemental]** Review insurance policy terms to determine whether a particular loss is covered by insurance.
- **[Supplemental]** Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- **[Supplemental]** Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

## Detailed work activities

- Calculate costs of goods or services.
- Collect deposits, payments or fees.
- Discuss goods or services information with customers or patrons.
- Execute sales or other financial transactions.
- Maintain financial or account records.
- Prepare documentation for contracts, transactions, or regulatory compliance.
- Process customer bills or payments.
- Promote products, services, or programs.
- Provide notifications to customers or patrons.
- Recommend packing or shipping methods.
- Refer customers to appropriate personnel.
- Respond to customer problems or complaints.
- Review customer insurance information.
- Verify accuracy of financial or transactional data.
