{"schemaVersion":"1.0","exportedAt":"2026-05-15T12:45:11.096Z","occupation":{"soc":"41-2021.00","title":"Counter and Rental Clerks","group":"Sales & Related","sector":"44-45","jobZone":2,"jobZoneInferred":false},"framework":{"version":"v.26.05","description":"","contextCovered":"This framework covers counter and rental clerk competencies across retail, equipment rental, dry cleaning, and related service environments where staff receive orders, compute charges, manage inventory, and advise customers at a service counter or by telephone.","levels":{"emerging":{"label":"Emerging","statements":["Rental fees and basic policies — explain to customers using provided rate sheets at a counter or rental desk under direct supervisor guidance.","Customer greetings and initial inquiries — conduct in a friendly and attentive manner at a retail or rental counter following established scripts.","Merchandise charges and payments — compute and process using a point-of-sale system with close supervision on a standard shift.","Rental orders for services such as equipment or dry cleaning — receive and record accurately in an order log under direct oversight.","Product availability and basic descriptions — provide to customers by referencing inventory management software with supervisor assistance.","Incoming telephone inquiries — answer and route using standard greeting procedures at a rental or service counter with coaching.","Rental items before and after customer use — inspect for visible damage or missing parts following a supervisor-provided checklist.","Customer instructions on use and basic care of rental merchandise — deliver using printed guides and verbal prompts from a team lead.","Daily paperwork and order forms — complete legibly and accurately using office suite software under direct supervision in a rental environment.","Customer needs and concerns — recognize and report to a supervisor, demonstrating attentive listening during face-to-face service interactions."]},"developing":{"label":"Developing","statements":["Rental fees, policies, and procedures — explain clearly and confidently to customers with varying levels of familiarity at a busy service counter.","Charges for merchandise and multiple service types — compute accurately and process payments through POS software with minimal oversight during a standard workday.","Orders for rentals, repairs, and storage services — receive, enter, and track using inventory management software in a moderately paced rental environment.","Customer questions about item operation, availability, and condition — address thoroughly by referencing internal databases and product knowledge gained through on-the-job experience.","Rental equipment and accessories — inspect, adjust, and prepare to meet individual customer requirements before each rental period with routine supervision.","Telephone orders and informational inquiries — manage efficiently while balancing simultaneous in-person customer traffic at a counter.","Customer advice on merchandise use and care — provide accurately based on product training and hands-on familiarity with common rental inventory.","Inventory records and daily transaction spreadsheets — maintain and update using spreadsheet and inventory software to support accurate stock management.","Customer body language and satisfaction cues — monitor during service interactions to proactively address concerns and improve service quality.","Routine scheduling conflicts or overbooked rental items — resolve by applying established procedures and coordinating with colleagues on the service floor."]},"proficient":{"label":"Proficient","statements":["Complex rental transactions involving multiple items, deposits, and variable pricing — process independently and accurately using POS and inventory management systems.","Non-routine customer complaints about rental charges, damaged items, or service errors — investigate and resolve autonomously following company policy and sound judgment.","Full rental intake and return process — manage end-to-end, including inspection, adjustment, fee calculation, and documentation, without supervisory involvement.","Customer advisory conversations about specialized or high-value rental merchandise — lead with authority, drawing on deep product knowledge and practical use experience.","Inventory discrepancies identified through database and spreadsheet analysis — diagnose root causes and coordinate corrective actions across counter staff.","Rental policies, fee structures, and operational procedures — interpret and apply consistently across atypical customer situations encountered during a shift.","Written customer communications including confirmation emails and service summaries — compose clearly and professionally using office suite and email software.","High-volume telephone and in-person service demands — coordinate and prioritize effectively, ensuring accurate order entry and minimal customer wait time.","New rental products and updated service offerings — evaluate and develop working knowledge quickly to advise customers and update internal reference materials.","Service quality gaps or recurring operational inefficiencies — identify through active monitoring of daily workflows and escalate with documented observations to management."]},"advanced":{"label":"Advanced","statements":["Counter and rental service standards, policies, and procedures — define and communicate organizationally, ensuring consistent application across all staff and shifts.","New counter and rental clerks — mentor and train systematically using structured on-the-job coaching aligned to POS, inventory, and customer service best practices.","Rental pricing strategies and fee schedules — analyze competitive and cost data to recommend updates that align revenue goals with customer satisfaction.","Inventory management systems and workflow tools — evaluate, configure, and optimize at an organizational level to improve accuracy and operational throughput.","Staff performance across service quality, transaction accuracy, and customer interaction — monitor using reports and observation, delivering structured feedback for continuous improvement.","Recurring customer service issues and systemic process failures — investigate at an organizational level and implement corrective procedures that prevent recurrence.","Customer satisfaction and retention metrics — interpret trend data across counter and rental operations to guide strategic service improvements and staff development priorities.","Cross-functional coordination with warehouse, maintenance, and administrative teams — lead to ensure rental inventory is maintained, available, and accurately reflected in systems.","Counter operations during peak periods, staffing gaps, or system outages — oversee and adapt in real time, maintaining service continuity and team performance.","Organizational policies on rental agreements, liability, and customer confidentiality — develop and enforce to ensure compliance, integrity, and consistent front-line practice."]}}},"sources":{"onet":"v30.2 (CC BY 4.0)","crosswalk":"https://skillscrosswalk.com","generator":"LER.me"},"attribution":"© EBSCOed"}